Last updated: 2026-07-30

Our return policy applies to orders placed through our retail catalog and to wholesale customers. The terms below cover refunds, replacements, and the conditions under which a return is accepted.

Retail returns

• Window: 30 days from delivery date.
• Condition: unopened, in original packaging, with the lot label intact.
• Refund: approved refunds are issued to the original payment method within 10 business days of the return arriving at our Cotonou warehouse. Bank processing can add further delay.
• Return shipping: at the customer’s cost unless the item arrived damaged, defective, or incorrect.
• Restocking fee: none.

Because returns travel to West Africa, return shipping on small retail orders can cost more than the item itself. If your order is low-value, contact us before shipping anything back. In many cases we will resolve it with a refund or replacement without asking you to return the goods.

Damaged, defective, or incorrect items

If your order arrives damaged or contains the wrong item, email contact@essentialcareplus.com within 7 days of delivery with photos and your order number. We will issue a full credit or send a replacement at our cost, no return shipment required.

Wholesale returns

Wholesale orders are reviewed case-by-case. Sealed cases of unopened product, returned within 30 days with the original CoA, are eligible for credit (less return freight). Open cases or relabelled stock are non-returnable. Contact contact@essentialcareplus.com first, do not ship returns without an RMA. See our wholesale program for the full terms applied to bulk and recurring orders.

Non-returnable items

• Custom private-label runs.
• Free samples.
• Opened consumables (food, supplements).
• Items returned without an RMA on wholesale orders.

How to start a return

1. Email contact@essentialcareplus.com with your order number and the items you want to return.
2. We will reply with an RMA number and the return address within 1 business day.
3. Ship the items with the RMA number on the outside of the box.
4. Refund issued within 10 business days of receipt.

Related policies

For shipping times, customs, and DHL Express details, see our shipping policy. For payment methods and wholesale terms, see our payment policy. For other operational questions, our FAQ covers most cases. To understand the cooperative-direct sourcing model behind every order, read our story.