Return, Refund & Claims Policy

1. Scope and final-sale rule

This policy applies to purchases made directly from Esencia Mundial. All sales are final. We do not accept returns or exchanges, including at the Miami Operations Hub.

Do not mail, ship, or deliver merchandise to any Esencia Mundial address unless customer support provides written instructions for an approved claim.

2. Missing or damaged item claims

Contact us within 3 calendar days after delivery. Claims received after that period may not be eligible for review.

• Order number
• Item name and UPC or SKU, plus the affected quantity
• For missing items: photos of the shipping label and all contents received
• For damaged items: photos of the item, outer box, packing materials, and shipping label

3. Review and resolution

We review the order and submitted evidence and may request additional photos, packaging, or carrier information before making a decision.

We do not issue cash refunds. When a claim is approved, the resolution is provided as store credit (credit memo) for a future order. Store credit does not expire.

4. Changes and cancellations

Once an order is submitted and marked Processing, it cannot be changed or canceled because fulfillment work has begun.

5. International transit claims

If merchandise is damaged during international transit, the claim must be filed with the courier or shipping provider. Esencia Mundial can provide available order and shipping documentation to support the claim.