Effective Date: 30th July 2026
Last Updated: 30th July 2026
We want you to love your ESS piece.
Every ESS product is thoughtfully designed and handcrafted with care. If something isn’t right with your order, we’re here to help.
This policy explains when returns, exchanges, refunds, and cancellations are available, along with the steps to request assistance.
At a Glance
- Reporting Window: Within 3 calendar days of delivery.
- Eligible For: Damaged, defective, or incorrect products.
- Not Eligible: Change of mind, normal wear and tear, handcrafted leather variations, or products without original packaging.
- Return Shipping: Covered by ESS when the issue is our responsibility.
- Cancellation: Within 12 hours of placing your order, before it enters fulfilment.
- Refunds: Issued only when a replacement is not available.
Before You Request a Return
Please inspect your order as soon as it is delivered.
If you believe you have received a damaged, defective, or incorrect product, please notify us within 3 calendar days of the delivery date by emailing studio@essverse.com or messaging us on WhatsApp at +91 8920114629.
To help us review your request quickly, please include:
- Your Order Number
- A brief description of the issue
- Clear photographs of the product
- An unboxing video recorded from the moment the sealed package is opened
Failure to provide sufficient evidence may affect our ability to process your request.
Eligible Returns
Returns are accepted only if:
- The product was damaged during transit.
- You received the wrong product.
- The product has a verified manufacturing defect.
All return requests are reviewed after assessing the information and evidence provided by the customer.
Items Not Eligible for Return
Returns will not be accepted in the following situations:
- Change of mind after purchase.
- Incorrect product selection by the customer.
- Preference regarding colour, size, style, or appearance.
- Minor variations in leather, texture, grain, stitching, handwork, or finish.
- Normal wear and tear or damage caused after delivery.
- Products that have been used, altered, repaired, or damaged after delivery.
- Products returned without their original tags, packaging, dust bag (where applicable), or proof of purchase.
- Requests submitted more than 3 calendar days after delivery.
- Sale, promotional, clearance, or personalised products, unless they arrive damaged, defective, or incorrect.
Handcrafted & Natural Variations
Every ESS piece is handcrafted using genuine leather and traditional craftsmanship.
Natural variations in leather grain, texture, colour, stitching, handwork, and finish are part of the character of handcrafted products. These variations make every ESS piece unique and should not be considered manufacturing defects.
Colours may also appear slightly different due to photography, lighting conditions, or individual screen settings. We encourage customers to review product descriptions, dimensions, and product photographs carefully before placing an order.
Return Conditions
To qualify for a return, the product must:
- Be unused.
- Be in its original condition.
- Include all original tags.
- Be returned in its original packaging.
- Include the original dust bag (where applicable).
- Include proof of purchase.
Products that do not meet these conditions may not qualify for a return, exchange, or refund.
Return Approval Process
Before sending any product back, please contact ESS and wait for confirmation.
Do not return products without prior approval, as this may delay or affect the processing of your request.
Once your request is approved, we will provide return instructions or arrange a pickup where applicable.
Exchanges
Exchanges are available only when:
- A manufacturing defect has been confirmed.
- The incorrect product was delivered.
- The product was damaged during transit.
Where possible, we will replace the product with the same item.
If a replacement is unavailable, we may offer an alternative product of similar value or process a refund.
Refunds
Refunds are issued only when:
- A replacement is unavailable.
- A manufacturing defect has been verified and cannot reasonably be resolved through a replacement.
- An incorrect product cannot be replaced.
Once your returned product has been received and inspected, we will notify you of the outcome.
For prepaid orders, approved refunds will be processed to the original payment method.
For Cash on Delivery (COD) orders, approved refunds will be processed via bank transfer or another suitable electronic payment method after you have provided your preferred bank account or UPI details.
Please ensure the account details provided are accurate. ESS will not be responsible for delays resulting from incorrect or incomplete banking information.
Please allow 7–10 business days for approved refunds to reflect in your account, depending on your payment provider, bank, or verification process.
Return Shipping
If the return is approved because of:
- A manufacturing defect.
- Transit damage.
- An incorrect product sent by ESS.
ESS will bear the cost of return shipping.
For any other approved return, where applicable, the customer may be responsible for return shipping charges.
Order Cancellation
We understand that plans can change.
Orders may be cancelled within 12 hours of being placed, provided they have not already been packed, entered production, personalised, or handed over to our shipping partner for dispatch.
Orders that include personalised or custom-made products cannot be cancelled once production has begun.
If your order has already entered the fulfilment process, it may no longer be eligible for cancellation and will instead be subject to this Returns, Exchanges & Refunds Policy.
Approved cancellations will be refunded in accordance with the Refunds section of this policy.
Delivery Acceptance
We kindly request customers to accept orders that have been confirmed and shipped.
If a customer refuses to accept a Cash on Delivery (COD) order without a valid reason, ESS reserves the right to decline future Cash on Delivery orders placed by that customer.
Repeated refusal of confirmed orders may also result in restrictions on future purchases or require future orders to be placed using prepaid payment methods.
Our Commitment
Every return request is reviewed individually.
While we aim to apply this policy consistently, there may be exceptional situations where we choose to offer an alternative resolution that we believe is fair for both the customer and ESS.
Contact Us
If you have any questions regarding returns, exchanges, refunds, or cancellations, we’d be happy to help.
Email
studio@essverse.com
WhatsApp
+91 8920114629
Business Hours
Monday – Sunday
10:00 AM – 7:00 PM IST