ESTEBAN

Refund and Returns Policy

Effective Date: October 14, 2026

Welcome to the official Refund and Returns Policy of ESTEBAN SA, operator of the e-commerce website www.estebansa.com. This policy is formulated to clearly outline the rules, procedures and eligibility requirements for product returns and refunds for all customers who purchase our handcrafted home fragrance, reed diffuser and car fragrance products from our official platform. We take immense pride in the quality of every scent blend and product we create, from our Zen Bamboo Forest Reed Diffuser to our compact Eucalyptus Mint Solid Car Air Freshener, and we aim to deliver full transparency to every customer before, during and after their shopping experience. We explicitly emphasize that ‌pure “refund only” requests that do not involve returning the purchased physical product to us are strictly not permitted under any circumstances‌, to ensure fairness for all of our customers and to maintain the sustainable operation of our brand.

This policy applies to all orders placed on www.estebansa.com, regardless of the customer’s residential location. By completing your checkout and submitting an order with ESTEBAN SA, you fully acknowledge and agree to all terms laid out in this Returns and Refund Policy.

1. Core Non “Refund Only” Rule

The most fundamental principle of our policy is: ‌We do not accept any application for a full or partial refund without the corresponding return of the original physical product you purchased from us‌. This rule applies to all product categories in our store, including reed diffusers, car air fresheners, scented candles, electric diffusers, wax warmers and all other indoor fragrance products.

We will never process a full or partial monetary refund before we receive your returned product at our designated warehouse, and complete a full inspection to confirm that the returned item meets our return eligibility standards. Requests for only a refund with no product return submitted due to personal reasons such as “not wanting the item anymore after order confirmation”, “finding the price lower on other platforms”, or “forgetting to cancel the order before shipment” will be directly rejected by our customer support team. This rule is put in place to prevent fraudulent refund claims, ensure we can keep offering our premium natural fragrance blends at fair prices, and protect the shopping rights of every valued customer in our community.

2. Return Eligibility Requirements

To be qualified for a valid return that can proceed to subsequent refund or exchange processing, your returned product must meet all of the following criteria:

  • Your return request must be submitted within 30 calendar days from the date you successfully sign for and receive the ordered product. Any return request submitted after this 30-day window will not be accepted.
  • The returned product must be in unused, unopened and original resalable condition. The original sealed packaging must remain intact, with no signs of tearing, staining or damage. We cannot accept returns of reed diffusers with opened seal packaging, partially used car air fresheners, or lit scented candles that have already been burned for any length of time.
  • You must provide the valid order number associated with your purchase, as well as the original purchase invoice or order confirmation email you received after completing your checkout on www.estebansa.com.
  • The product you return is not categorized as a final-sale item. All limited-edition seasonal holiday scents marked as “final sale” on our product page are not eligible for return or exchange.

We do not accept returns requested for normal individual differences in scent preference. Fragrance perception varies naturally from person to person, so we offer detailed scent descriptions for every product on our store, as well as clear ingredient lists for all our essential oil blends for your reference before you place an order. If you are unsure about the scent profile of a product before purchase, you can contact our support team via email at hexar@estebansa.com for more detailed product information.

3. Valid Return Process

If your purchased product meets all our return eligibility requirements, you can follow the simple steps below to complete your return application:

  1. First, contact our customer support team to submit a formal return request. You can reach us via our official contact email hexar@estebansa.com, or call our support line at +49 7665 92020, to provide your order number and explain the reason for your return application. Our team will review your application and send you a confirmed return authorization number, along with the exact return shipping address: Rue du Perpignan, 34880 Lavérune. Return parcels sent without an official return authorization number will not be signed for by our warehouse team.
  2. Carefully pack the product you intend to return with proper protective packaging, to make sure the product will not be damaged during the return shipping transit. Clearly mark the return authorization number provided by our team on the outside of the shipping parcel.
  3. Send the parcel via a trackable shipping service of your choice. You are responsible for covering the return shipping costs, except for situations where the product you received has confirmed quality defects or shipping damage caused by our team. We strongly recommend you keep the shipping tracking number of your return parcel, to track the delivery status of your package.
  4. Once our warehouse team receives your returned parcel, we will conduct a complete inspection on the product within 3 working days. After we confirm the returned product meets all our return eligibility standards, we will proceed to process your preferred resolution, either an exchange for another scent product of equal value, or the corresponding refund to your original payment account.

4. Exceptions for Damaged or Defective Products

In the rare case that you receive a product that arrives with obvious physical damage during shipping, or has confirmed manufacturing quality defects that do not match the product description on our website, you are still required to return the damaged/defective physical product to us to qualify for a corresponding refund. We still strictly do not offer any “refund only” arrangement under this scenario, but ESTEBAN SA will fully cover all the return shipping costs for you, and we will also provide you with a 10% exclusive discount coupon for your next purchase on our store as our sincere apology for the unpleasant experience.

We will ask you to provide clear photos of the damaged product and the outer shipping packaging within 48 hours after you receive the parcel, to help us quickly verify the situation before issuing your return authorization.

5. Contact Us

If you have any questions about this Refund and Returns Policy, or need assistance with your return application, please get in touch with our dedicated support team:

  • Company Name: ESTEBAN SA
  • Official Website: www.estebansa.com
  • Contact Email: hexar@estebansa.com
  • Contact Address: Rue du Perpignan, 34880 Lavérune
  • Contact Phone: +49 7665 92020‌