At EsmePicture, customer satisfaction is our priority. We want you to feel confident with every purchase made through our website. If for any reason you are not fully satisfied with your order, please review our policy below.
Returns
You may request a return within 7 days of receiving your item.
To be eligible for a return, the product must meet the following conditions:
- The item must be unused and unworn
- It must be in its original packaging
- All tags, labels, accessories, and included materials must remain intact
- The item must be in the same condition as when it was delivered
- Proof of purchase or order confirmation may be required
Items that do not meet these conditions may not qualify for a return.
To initiate a return, please contact us at [email protected] within the 7-day return period with your order details and reason for return.
Refunds
Once your returned item is received, it will be carefully inspected to ensure it meets our return requirements.
After inspection, we will send you an email confirming whether your refund has been approved or declined.
If approved, your refund will be processed within 5–7 business days.
Because we operate on a cash-on-delivery (COD) basis, refunds will be issued through a mutually agreed refund method, such as bank transfer, cash return, or any other available method communicated during the refund process.
Please ensure that the payment details you provide for the refund are accurate, as delays may occur if incorrect information is submitted.
Exchanges
If you receive a damaged item, incorrect product, or wish to exchange for another similar item, please contact us within 7 days of delivery.
Once we review your request, we will guide you through the exchange process.
Exchanges are subject to:
- Product availability
- Same or similar item selection
- Equal product value
If the requested replacement item is unavailable, we may offer an alternative product or refund.
Non-Returnable Items
The following items are not eligible for return or refund unless damaged or incorrect upon arrival:
- Personalized products
- Custom-made items
- Special order items
- Final sale / clearance products
- Used or damaged items caused after delivery
Please carefully review the product description before placing your order.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us immediately within 48 hours of delivery with photos of the item and packaging so we can resolve the issue as quickly as possible.
Contact Us
For any questions regarding returns, refunds, or exchanges, please contact us at:
Email: [email protected]