Return and Warranty


At hiessēnce, we believe every detail matters—from the moment you explore our collection to the second your order arrives at your doorstep. 

Our goal is to make your journey with us as smooth and enjoyable as possible. Here’s a guide to our shipping and returns process, designed with your convenience in mind.

Quality Assurance

hiessēnce guarantees customers that all products produced by the company are official and authentic items that come with legitimate brand after-sales service. (Please note that products purchased directly from unauthorized channels may not be eligible for any service support of the company.)

Six-Month Warranty Service

hiessēnce products are covered by a six (6) month warranty from the date of purchase. During the warranty period, hardware issues not caused by human error are eligible for free repair. If the damage is due to user error, repair fees will apply, and the customer will be responsible for round-trip shipping costs.

Delivery Policy

Delivery is typically processed within 2 to 5 business days depending on your location. 

Delivery Methods: We offer a range of shipping options, including Standard and Expedited shipping. Delivery times vary based on the shipping method selected at checkout.

 

Returns & Exchange Policy

If you encounter any issues with the product, our online customer service is always open for consultation and assistance to better resolve your concerns.

Our store strictly implements a 7-day return and exchange policy. Due to the nature of our products, we are unable to process refunds. However, we stand by the quality of our offerings and are happy to help resolve any concerns.


To qualify for this service, the product must remain in its original packaging and plastic with the original seal and all accompanying items intact and undamaged. The customer will be responsible for round-trip shipping costs.


Eligibility for Returns:

  • The unit's original packaging should be unopened.

  • Consumable products that cannot be returned to their original condition once opened, affecting resale value will not be included in the Return & Exchange policy.

  • Products that show signs of use (e.g., scratches, wear, or damage) will be denied of Return & Exchange.

  • Reports of external product issues, such as packaging damage, deformation, or missing accessories, made more than seven days after receipt will be denied.

  • Failure to return promotional kits or gifts included with the product. In such cases, the cost of the kits/gifts will be deducted from the exchange.

  • If another brand of aroma oil is used in the aroma diffuser unit, the eligibility for return will be void. As stated in the product manual, the use of other brands of oil may potentially damage the unit and is strictly prohibited.


How to Return an item:

Step 1: Please email us at hello@hiessence.com with the format listed below and submit. You’ll be assigned to a hiessēnce Account Executive to give you details and initiate investigation.

Step 2: Your hiessēnce Account Executive will give you instruction of where you can ship the return unit and will constantly update you on the status. 

Step 3: Once your return unit is received and inspected, we will process your exchange by 1 to 2 days. hiessēnce cannot guarantee credit for your return without confirmation of delivery to us.

For exchange or return you can email us at hello@hiessence.com and follow this format below.


Subject: [Exchange/Return] – [Order Number]

Body: 

Dear hiessēnce Team,

I would like to request a [Exchange/Return] for my purchase. Here are my details:

Order Number: [Input Order Number]

Customer Name: [Input Name]

Contact Number: [Input Number]

Exchange Address: [Input Address, if applicable]
Reason for Return/Exchange:

  • Damaged upon receipt

  • Wrong product sent

  • Ordered the wrong product

  • No longer needed

Others: [Specify] 


Product Details:


Name: [Input Product Name(s)]
Quantity: [Input Quantity]

Thank you.

Best regards,
[Your Name]


hiessēnce reserves the right, at its sole discretion, to determine if returned merchandise is unused and in its original condition. Returns that do not meet our policy will not be accepted.