Return & Refund Policy — Essa Musa Store

Last Updated: August 2026

At Essa Musa Store, we are committed to providing our customers with quality health and wellness products. We carefully check products before dispatch to ensure they are properly packed and in good condition.

Please read our return and refund policy below before placing your order.

1. Eligibility for Returns

We accept returns only in the following situations:

• You received the wrong product.
• The product arrived damaged or broken.
• The product was damaged during shipping.
• The product is defective or has a significant issue that was present when received.

For health and wellness products, the product must generally remain unused, unopened, and in its original packaging to qualify for a return.

2. Non-Returnable Products

For hygiene, safety, and product-quality reasons, we generally cannot accept returns for products that:

• Have been opened or used.
• Have damaged, removed, or altered seals.
• Have been partially consumed.
• Have damaged or missing original packaging.
• Are returned because the customer simply changed their mind after opening the product.
• Are returned after the applicable return period.

We strongly recommend checking the product name, size, and other details before opening the package.

3. Return Period

Customers should contact us within 7 days of receiving the order if they believe the product qualifies for a return.

Requests submitted after 7 days may not be accepted.

4. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.

To help us process your request, please provide:

• Your order number
• Your name and contact number
• A clear description of the issue
• Clear photos of the product
• Photos of the packaging and shipping parcel
• A short video, if the issue cannot be clearly shown in photographs

Our team will review the information and determine the appropriate solution.

5. Return Shipping

If the return is approved because we sent the wrong product or the product was damaged/defective upon delivery, Essa Musa Store may cover the applicable return shipping cost.

For other return requests, return shipping costs may be the customer's responsibility.

Do not send a product back before receiving return instructions from our team.

6. Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be processed using the applicable payment method or another mutually agreed method.

Refund processing time may vary depending on the payment method and financial institution.

7. Order Cancellation

If you want to cancel an order, contact us as soon as possible after placing it.

Orders that have already been processed, dispatched, or handed over to the courier may not be eligible for cancellation.

8. Cash on Delivery Orders

For Cash on Delivery (COD) orders, customers are requested to inspect the package according to the courier's applicable procedures before accepting it where inspection is available.

If the parcel appears seriously damaged, contact the courier and Essa Musa Store immediately.

9. Product Safety

Our products should always be used according to the instructions provided on the product packaging.

Essa Musa Store does not accept responsibility for problems resulting from misuse, incorrect storage, unauthorized alteration, or failure to follow the manufacturer's instructions.

10. How to Request a Return

To request a return or report a problem with your order, contact us at:

Email: essamusastore@gmail.com

Please include your order number and explain the reason for your return request.

Return Request Format

Subject: Return Request — Order #[Order Number]

Name:
Order Number:
Product:
Reason for Return:
Issue Description:
Photos/Videos: Attached

Our support team will review your request and provide further instructions.

11. Important Note

Because Essa Musa Store sells health and wellness products, opened or used products generally cannot be returned due to hygiene, safety, and product-integrity considerations.

We encourage customers to carefully review product information and contact our support team if they have questions before opening or using a product.

12. Contact Us

For return, refund, or order-related questions:

Essa Musa Store
Email: essamusastore@gmail.com