Refund policy
Refund & Return Policy – Essence Haven
Last updated: 03 June 2026
Thank you for shopping at Essence Haven. This Refund & Return Policy explains how returns, exchanges, cancellations, and refunds are handled.
This policy applies to purchases made through the Essence Haven website. Nothing in this policy affects your statutory consumer rights.
Return Window
We offer a 60-day return window from the date you receive your order.
Return Eligibility
We accept returns for both defective and non-defective products.
To be eligible for a return, products must be returned in new or lightly used condition. This includes products that have been opened or tested, for example by spraying a scent once or twice.
Products that show clear signs of extended use, excessive use, damage caused by the customer, or misuse may not be eligible for a refund.
For bundle purchases, all items in the bundle must be returned together to qualify for a full refund. If only part of a bundle is returned, we may offer a suitable solution such as an exchange or partial refund, depending on the situation.
How to Start a Return
To start a return, please contact us at info@theessencehaven.com with your order number and reason for return.
All returns must be authorized by our customer support team before being shipped back.
Once your return request has been approved, we will provide return instructions and a prepaid return label by email. Customers can download and print the return label before sending the package back.
Returns sent without prior authorization may not be accepted.
Authorized returns should be sent to:
Essence Haven
Vasagatan 58
411 37 Gothenburg
Sweden
Return Shipping Costs
Defective, damaged, or incorrect products:
We take full responsibility and cover the return shipping cost.
Non-defective returns, including change-of-mind returns:
We offer free returns. Once your return is approved, we will provide a prepaid return label by email that you can download and print.
Restocking fees:
We do not charge restocking fees.
Exchanges
We accept exchanges. Customers may return the original item and request a replacement of equal value, subject to availability.
Alternatively, customers may place a new order for the desired product after the original return has been approved.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank, card provider, or payment provider to post the refund to your account.
If more than 10 business days have passed since your refund was approved, please contact us at info@theessencehaven.com.
Damaged, Incorrect, or Missing Orders
Damaged on arrival:
Please contact us as soon as possible, preferably within 48 hours of delivery, and include photos of the damaged product and packaging.
Incorrect product received:
If you receive the wrong product, we will cover the return shipping cost and arrange a replacement or refund.
Product never arrived:
If your order does not arrive, please contact us so we can investigate with the courier. If the shipment is confirmed lost, we will offer a replacement or refund.
Order Cancellations
Orders can be cancelled before they have been dispatched.
If your order has already been shipped, you may return it under this policy once it has been delivered.
Contact Information
Essence Haven
Email: info@theessencehaven.com
Business Address: Vasagatan 58, 411 37 Gothenburg, Sweden
Contact Form: https://theessencehaven.com/pages/contact
Customer service hours: Monday–Friday, 09:00–18:00 CET/CEST, Stockholm time