Refund policy
RETURN AND REFUND POLICY
Last updated: September 18, 2026
At Espoir Professional, we want you to have a smooth and satisfactory shopping experience. We take care in packing and dispatching every order. However, if you receive a damaged, defective, incorrect, or incomplete product, please contact us and we will assist you with the resolution.
Please read the following policy carefully before placing your order.
1. ELIGIBILITY FOR RETURNS
We accept return or replacement requests only in the following situations:
• The product received is damaged or defective.
• The product received is different from the product ordered.
• The product is missing, incomplete, or has an issue attributable to the shipment.
• The package arrives visibly damaged, opened, or tampered with.
For hygiene and safety reasons, we generally do not accept returns for products that have been opened, used, tested, or partially consumed, unless the product is defective or the issue is attributable to Espoir Professional.
2. PRODUCTS DAMAGED DURING DELIVERY
Please inspect your package carefully when it is delivered.
If the package appears visibly damaged, opened, leaking, or tampered with:
• If possible, refuse the delivery.
• Take clear photographs/videos of the package and the damage.
• Contact our customer support team as soon as possible.
• Provide your order number and relevant photographs/videos.
If you accept a damaged package, please contact us immediately so that we can review the issue and determine the appropriate resolution.
3. WRONG OR INCORRECT PRODUCT
If you receive a product that is different from what you ordered, please contact us as soon as possible.
Please provide:
• Order number
• Photograph of the product received
• Photograph of the shipping label
• Photograph/video of the package, where applicable
After verification, Espoir Professional may arrange a replacement or another appropriate resolution.
4. DAMAGED OR DEFECTIVE PRODUCTS
If a product arrives damaged or appears to have a manufacturing defect, please contact us promptly.
For faster assistance, please provide:
• Order number
• Product name
• Clear photographs of the product
• Photographs of the packaging
• A short video showing the issue, if applicable
Our team will review the claim and may request additional information before approving a replacement or refund.
5. RETURN REQUEST TIME LIMIT
Return or replacement requests for damaged, defective, incorrect, or incomplete orders should be submitted within 48 hours of delivery.
Requests submitted after this period may not be accepted.
We recommend checking your order as soon as it is delivered.
6. CHANGE OF MIND / UNWANTED PRODUCTS
We currently do not accept returns simply because a customer has changed their mind, ordered the wrong product, or no longer wants the product, particularly where the product has been opened or used.
If you have a concern about your order, please contact our support team before opening or using the product.
7. OPENED OR USED PRODUCTS
Due to the nature of our products and for hygiene and safety reasons, products that have been:
• Opened
• Used
• Tested
• Partially consumed
• Damaged after delivery due to customer handling
may not be eligible for return, replacement, or refund.
This restriction does not affect genuine claims relating to products that are defective, damaged during delivery, or incorrectly supplied.
8. ORDER CANCELLATION
Orders may be cancelled only before they are dispatched, subject to confirmation by our team.
Once an order has been dispatched, it cannot be cancelled because courier and shipping charges may already have been incurred.
If your order has not yet been dispatched and you wish to request a cancellation, please contact us as soon as possible.
9. REFUSED OR UNDELIVERED ORDERS
If an order is refused at delivery or returned to us because of:
• Incorrect or incomplete address
• Incorrect phone number
• Customer unavailable to receive the order
• Customer refusal
• Repeated delivery attempts
• Other reasons attributable to the customer
the order may not be eligible for a full refund.
For prepaid orders, any refund approved in such circumstances may be subject to applicable shipping, transaction, handling, or other charges.
10. REFUNDS
Once your return or refund request has been reviewed and approved, we will process the applicable refund.
For prepaid orders, the refund will generally be issued to the original payment method, subject to the applicable payment provider and banking timelines.
The actual time taken for the amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider.
11. REFUND DEDUCTIONS
Where a refund is approved, the amount refunded may be adjusted for applicable charges, including where relevant:
• Shipping or return shipping charges
• Transaction or payment processing charges
• Handling charges
• Other charges resulting from circumstances attributable to the customer
Any applicable deduction will be communicated to you before the refund is processed.
12. REPLACEMENT
Where appropriate, Espoir Professional may offer a replacement instead of a refund.
Replacement availability depends on:
• Product availability
• Nature of the issue
• Verification of the claim
• Delivery location
If the same product is unavailable, we may offer an alternative resolution, including a refund where applicable.
13. HOW TO REQUEST A RETURN OR REFUND
To request assistance, please contact our customer support team with the following information:
Order Number:
Customer Name:
Registered Mobile Number:
Email Address:
Product Name:
Reason for Request:
Photos/Videos:
For WhatsApp support, please send:
"Talk with Agent"
14. VERIFICATION OF CLAIMS
All return, replacement, and refund requests are subject to verification.
We may request photographs, videos, packaging information, order details, or other information necessary to investigate the issue.
A return, replacement, or refund will be approved only after our team has reviewed the request.
15. INTERNATIONAL ORDERS
International orders may be subject to different shipping, customs, duties, taxes, and return conditions depending on the destination country.
For international return or refund requests, please contact our support team before sending any product back.
16. CONTACT US
If you have any questions regarding returns or refunds, please contact us:
Espoir Professional
Phone: +91 982511 1168
Email: espoirpro.shop@gmail.com
For WhatsApp assistance, please send "Talk with Agent" to our support team.