Essencetial Herbs

Returns & Refunds

What to do if something is wrong with your order, and how refunds work.

Last updated 6 November 2026.

If your parcel is damaged, missing or wrong

Please tell us as soon as you can after it arrives. Open After-sales help on WhatsApp from the order in My orders, say what is wrong, and send clear photos of the item, the box and the courier label. We will put it right with a replacement or a refund.

Opened or used oils

Because oils are applied to the skin or taken by mouth, we cannot take back an oil that has been opened or used for reasons of hygiene and safety, unless it arrived damaged, wrong or faulty.

Changing your mind

You may cancel an unpaid order yourself at any time from My orders. For a paid order that has not shipped yet, send us a pigeon as soon as you can and we will cancel it if we can stop it.

How refunds are paid

A refund goes back to the card or bank account you paid with, through Stripe, for the amount agreed. It usually reaches you within 5 to 10 working days, depending on your bank. When your order is refunded you will see it as Refunded in My orders. Spices used on a cancelled or refunded order are given back where possible.

Failed or unfinished payments

If your bank refuses a payment, the order is cancelled and the oils go back on the shelf. No money is taken. If money was taken and the order was not confirmed, send us a pigeon and we will sort it out.

Your legal rights

These rules do not take away your rights under Malaysian consumer law.

Contact

Send a pigeon from the shop, or use After-sales help on WhatsApp in My orders.