Return policy

At Kate Essence, we want you to feel entirely confident in your purchase. If, for any reason, you’re not fully satisfied with your order, we accept returns within 15 days of item delivery.

This policy applies to all products, including discounted or promotional items. Our goal is to make the return process smooth, fair, and transparent.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

• The item must be in original condition
• It must be unworn, unused, unwashed
• It must include the original packaging
• You must provide photo or video proof of the item as received

These materials are required to verify the condition and help us expedite the return approval process.

Returns without proper documentation will not be accepted or processed.

2. Initiating a Return

To initiate a return, follow these steps:

1. Contact our support team at: [Click here to send your question]
2. Include the following in your message:
   • Your order number
   • Reason for return
   • Photo or video evidence of the product condition
3. Wait for our team to review and approve your request
4. If approved, you will receive return instructions and the nearest return address

Unauthorized returns will not be accepted. Do not return packages without prior approval.

3. Return Shipping

• Return shipping is fully covered by Kate Essence
• We will provide instructions and a shipping label, if necessary
• Ensure the product is packaged securely to avoid damage in transit

We are not responsible for return items that are lost or damaged due to improper packaging.

4. Refund Process

Once your returned item is received at our facility:

• We perform a quality inspection
• If approved, the refund is processed
• A confirmation email will be sent
• Refunds are made to the original payment method

Depending on your bank, funds may take 3 to 10 business days to be reflected. If tracking confirms delivery and more than 10 business days have passed, please contact us for assistance.

5. Exchanges

We do not offer direct product exchanges.

If you want a different size, color, or variant:

• Return the item for a refund
• Place a new order once the refund is processed

In rare situations, we may offer a free size replacement. Contact us to check availability.

6. Cancellations & Order Changes

Orders cannot be canceled once placed, as our system begins automatic processing immediately after checkout.

If you made a mistake (e.g., wrong item or address), contact us immediately at:
[Click here to send your question]

If your order has not yet shipped, we may be able to make changes. If it has already shipped, you will need to wait for delivery and request a return.

7. Damaged or Incorrect Items

Please inspect your delivery as soon as it arrives. If you receive:

• A damaged item
• An incorrect item
• A defective product

Contact us within 3 days of delivery with clear photo or video evidence of the issue.

After reviewing the issue, we will provide a replacement, refund, or alternative solution at no extra cost.

8. Items That Can Be Returned

All products purchased from Kate Essence are eligible for return, including:

• Sale items
• Limited edition products
• Gifted items (if accompanied by proof of purchase)

We do not offer any non-returnable products, unless clearly stated otherwise.

9. Products Lost in Transit

If your tracking hasn’t updated for more than 15 business days, contact us immediately.

We will investigate with the courier and offer a suitable resolution — such as a replacement item or a full refund. Customers are never held responsible for courier or logistic issues beyond their control.

10. European Union – Cooling-Off Period

If you are located within the European Union, you are entitled to a 14-day right of withdrawal, during which you may return your item for any reason.

This period begins from the day goods are delivered. To exercise this right:

• Contact us within 14 days
• Return the product in original, unused condition

This EU "cooling-off" right is provided in addition to our general 15-day return policy.

11. Return Responsibility

As a customer, you are responsible for:

• Properly packaging return items to avoid damage
• Following the instructions provided via email
• Sending the item within the timeframe outlined in the return approval email

Kate Essence is not responsible for delays, lost packages, or additional issues caused by failure to follow return procedures.

Last Updated: November 2025