Satisfaction Guarantee & Returns Policy

All products sold by The Essentials Company come with a money-back satisfaction guarantee.

We want you to be delighted with our products, so if you receive an item that you are unhappy with,
please return it to us within 14 days of receipt for a full refund of the goods value or exchange.

Products should be in their original unit packaging and resaleable condition. This is in addition to your Statutory Rights.

In the unlikely event that you receive an item from us which is defective or sent in error you will have 30 days to return the affected item(s) and we will refund your postage costs for returning the item. We recommend proof of postage is obtained in case of loss in transit.

See below for further details on our Returns & Refunds.

Refund and Returns Policy

If you are not completely satisfied with your order, please let us know as soon as possible so we can rectify any problems or arrange for you to return the items for a refund. Contact us on 01953 797 227, Monday to Friday 9.30am to 4.30pm GMT or by email to [email protected].

We aim to respond to all complaints within 2 working days.

1             Your right to cancel

1.1        If you reside in the European Economic Area, you have a legal right to cancel your order within 14 days after you receive (or someone you nominate receives) the Products if you change your mind, as long as your items have not been ‘made to order’.

1.2        To cancel your order, you just need to let us know that you have decided to cancel, within the timescale set out in section 1.1. The easiest way to inform us of your decision to cancel your order is by:

(a)           e-mailing us at [email protected];

(b)           writing to us at The Essentials Company, Unit 3 Buckenham Business Units, Bunns Bank, Attleborough, Norfolk, NR171QB.

(c)           calling us at 01953 797227.

If you are e-mailing or writing to us, please include details of your order to help us identify it.

1.4       If you cancel your order you must return them to us without undue delay and in any event within 14 days after the day on which you let us know that you wish to cancel the order or return the products. Please see above for instructions on how to return Products to us. Unless the Products are faulty or not as described, you will be responsible for the cost of returning the Products to us.

1.5     If you cancel your Contract under clause 1.1 we will:

(a)           refund you the price you paid for the Products.  However, please note that we are permitted by applicable law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. Any returned Products must be returned in their original packaging (if applicable) and with all tags and labels attached and in tact; and
(b)           refund any charges you have paid for delivery of the Products to you
(c)           make any refunds due to you:
(i)             14 days after you inform us of your decision to cancel the Contract, if you have not received any of the Products; or
(ii)            14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, if you have received any of the Products.

1.7      Any refund will be paid by the method you used for payment.

2            Faulty or mis-described Products

2.1        We are under a legal duty to supply Products that are in conformity with the Contract and these Terms.

2.2        If you consider that any Product we have supplied is faulty or mis-described, please notify us using the contact details set out in section 1.2 above.  You have a legal right to return faulty or mis-described goods within 30 days after you receive (or someone you nominate receives) the Products.  You must return such Products to us, and if the Products are faulty or mis-described we will refund the price of the Products in full, together with any applicable delivery charges, and the reasonable costs you incur in returning the Products to us.

Further advice about your legal rights is available from your local Citizens’ Advice Bureau, Trading Standards office or equivalent consumer protection organisation in your jurisdiction.

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