Refund policy

Effective Date: 18 February 2026
Company: Esho FZC
Contact: esho.esho.world@gmail.com
Site: esho.ae

This Refund & Return Policy explains how returns, refunds, replacements, and cancellations work for purchases made through our Site and Services. This Policy is part of our Terms of Service.

1) Return Eligibility

We accept return requests under the conditions below, unless a different rule is shown at checkout or required by applicable law.

A. Change-of-mind returns (unused items)

A return may be eligible if:

  • requested within 5 days of delivery, and

  • the item is unused, unworn, unopened (where applicable), and in original packaging, and

  • all tags, seals, accessories, manuals, and inserts are included (where applicable).

We may refuse a return if an item shows signs of use, has missing parts, is returned damaged due to improper packaging, or is submitted outside the timeframe.

B. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or not as described, you must contact us within 3 days of delivery and provide:

  • order number,

  • clear photos/video of the item and packaging, and

  • a short description of the issue.

If verified, we will offer (at our discretion and where feasible):

  • a replacement, or

  • a refund, or

  • store credit (only if you prefer it or if a refund is not possible).

C. Items that are generally not eligible (unless defective or required by law)

For safety, hygiene, and fairness, certain categories may not be returnable once opened or used, including:

  • items marked “final sale” or “non-returnable”,

  • personalized/custom-made items,

  • digital products/downloads, gift cards, or store credit,

  • items with broken seals or opened protective packaging (where applicable).

If you want, I can add a short list of your exact non-returnable categories once you confirm them.

2) How to Start a Return

To request a return or report an issue, email esho.esho.world@gmail.com with:

  • your order number,

  • the item(s) you want to return,

  • the reason for return,

  • photos/video (required for damaged/defective/wrong items).

If approved, we will send return instructions.
Returns sent without approval may be refused and may not be eligible for a refund.

3) Return Shipping

  • Change-of-mind returns: you cover return shipping costs unless we explicitly state otherwise.

  • Damaged/defective/incorrect items: if verified, we will cover return shipping (or instruct you not to return the item and refund/replace directly).

We recommend using a tracked shipping method. Esho is not responsible for parcels lost or damaged in transit back to us.

Return address: We will provide the correct return address after approving your request (this allows us to route returns based on location/partner warehouse).

4) Refunds and Processing Time

Once we receive and inspect the returned item(s), we will email you the outcome.

If approved:

  • refunds are issued to the original payment method where possible;

  • refunds typically process within 10–30 days after inspection (timing depends on your bank/payment provider);

  • if your order included shipping fees, those are generally non-refundable for change-of-mind returns, unless required by law or unless we shipped the wrong/defective item.

Partial refunds

If a returned item is missing components, shows signs of use, or is returned in poor condition, we may:

  • reject the return, or

  • issue a reduced refund reflecting loss in value (where permitted by law).

5) Order Cancellations

We start preparing orders quickly. If you want to cancel:

  • email within 1 hour of placing the order, and

  • we will try to stop fulfillment, but cancellation is not guaranteed once processing/shipping has started.

If we cannot cancel, you may still request a return (if eligible) after delivery.

6) Missing Items

If your delivery is missing item(s), notify us within 5 days of delivery at esho.esho.world@gmail.com and include:

  • order number,

  • what is missing,

  • photos of the parcel and packaging (including labels), and

  • any proof of tampering (if visible).

After verification, we will:

  • ship the missing item(s) at no extra cost, or

  • refund the missing item(s) if replacement isn’t possible (or if you prefer a refund).

7) Gift Cards

If we offer gift cards:

  • gift cards are typically valid for 12 months from purchase unless stated otherwise,

  • gift cards are non-refundable, non-transferable, and cannot be exchanged for cash (except where required by law),

  • balances are tracked electronically.

8) Store Credit

If we issue store credit:

  • store credit has no cash value and is non-transferable,

  • it may not expire unless stated otherwise,

  • it may be used under the rules shown at checkout or in your account (if applicable).

9) Policy Updates

We may update this Policy from time to time. The version in effect at the time of your purchase generally applies to that purchase unless the law requires otherwise.