Returns and Refund Policy

Last updated: 31 March 2026

This website is operated by Vascend, trading as Equanimity Essence. This policy explains how returns and refunds apply depending on the type of product purchased.

Equanimity Essence offers products that may be:

•     Made to order

•     Fulfilled through third-party partners

•     Shipped from locally held stock

If you are unsure which category your item falls under, please contact us and we will confirm this for you.

 

Returns Window

For eligible products, return requests must be submitted within 30 days of delivery, unless otherwise stated below. We accept returns for both defective and non-defective products, subject to the conditions outlined in this policy.

 

1.   Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery and include:

•     Your order number

•     Clear photographs showing the issue and packaging

•     A short video if requested

Once reviewed and confirmed, we will offer one of the following as appropriate:

•     Replacement

•     Full refund

•     Partial refund

No return shipping costs will be charged to the customer for confirmed faulty, damaged, or incorrect items.

 

2.   Change of Mind Returns

Change of mind returns depend on product type.

 

A.   Made-to-Order Items

Some products are made specifically for each order. For these items, change of mind returns are not accepted, including but not limited to:

•     Ordering the wrong size

•     Preference changes

•     Incorrect selections made at checkout

If a made-to-order item is faulty, damaged, or incorrect, it is covered under Section 1 of this policy.

 

B.   Standard Stock Items

For fulfilment partner or locally held stock items, change of mind returns may be accepted within 30 days of delivery, provided that:

•     The item is unused and in original condition

•     All original packaging and components are included

•     The return request is approved before the item is sent back

Return shipping costs for change of mind returns are the responsibility of the customer. Original shipping fees are non-refundable.

Where appropriate, exchanges for size or variant may be offered instead of a refund once the returned item has been received and approved.

Certain items may be non-returnable due to hygiene, safety, or supplier restrictions. Where applicable, this will be clearly noted on the product page.

 

3.   Hygiene-Sensitive Items

Earrings, body jewellery, and certain accessories that come into direct contact with the skin are non-returnable for hygiene reasons, unless the item is faulty, damaged, or incorrect. This applies regardless of whether the item has been worn or used. Where this restriction applies, it will be noted on the relevant product page.

 

4.   Items Not Eligible for Return

We do not accept returns for:

•     Items that have been used, worn, washed, or assembled beyond basic inspection

•     Items damaged through misuse, accidents, or normal wear and tear

•     Items returned without prior approval

•     Hygiene-sensitive items as described in Section 3

 

5.   Refund Processing

Once a return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to the original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.

 

6.   Purchases via Third-Party Marketplaces

For purchases made through third-party marketplaces, shipping, returns, refunds, and delivery communications are handled in accordance with the applicable marketplace's policies. Where marketplace policies differ from this policy, the marketplace policy takes precedence.

 

7.   Consumer Guarantees

Nothing in this policy limits or replaces any rights you may have under applicable consumer protection laws, including the Australian Consumer Law. Where required by law, customers may be entitled to a repair, replacement, or refund for major failures and compensation for other reasonably foreseeable loss or damage.

 

8.   Contact Us

For all return and refund enquiries, please contact:

Email: support@equanimityessence.com

We aim to respond within 1 to 2 business days.