The Essentials Company – Terms & Conditions

If you have any questions that are not answered below please email us at:

How to Order:

As well as placing your order online we are also able to take orders by post or telephone, further details can be seen below.

To Order By Post:

Once you have found the items you wish to purchase you can write to us with a cheque for the value of your order plus delivery. You can also download an order sheet from our documents page.

Post to:

The Essentials Company, Unit 3 Buckenham Business Units, Bunns Bank, Attleborough, Norfolk, NR171QB.

If you wish to have a catalogue and order sheet sent to you please e-mail or call 01953 797227. Calls to this number are charged at your call providers standard rates.

VAT All prices include VAT where applicable.

Telephone Orders

We are also happy to accept telephone orders on 01953 797227

Opening hours – 9.30am – 5pm Mon to Fri, (Answerphone outside of office hours)

Payment We accept payment by most popular cards, online and by telephone. We also accept cheques and postal orders by post. Payments are only accepted in pounds sterling.

Satisfaction Guarantee

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 full refund. Contact us on 01953 797227 Monday to Friday 9.30am to 5pm GMT or by email to:

We aim to respond to all complaints within 2 working days.  For delivery and returns please see our Delivery & Returns page.


Our shopping cart system uses SagePay a secure encrypted server (SSL) to protect your payment details.


Our shopping cart uses cookies only to put together and track your order.  You need to have these enabled on your browser in order to be able to place an online order.

This information is not used by us for any other purpose.

Our Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will not e-mail you in the future unless you have given us your consent.

In accordance with the Privacy & Electronic Communications Act passed into law 11 Dec 03 – We do not send random marketing emails to personal email addresses (spam).

We will give you the chance to refuse any marketing email from us in the future using the unsubscribe function contained within the e-mail or by contacting via e-mail, phone or post and requesting that you be unsubscribed from our mailing lists.

We do not disclose your email address or any other details to a third party unless required to do so by law.

The type of information we will require about you to process any orders placed and perform subsequent delivery of a processed order includes:

    • your name
    • address
    • phone number
    • email address
    • credit/debit card details

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us at If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. Any information collected in this way will only be used to track your order.

If you have any questions/comments about privacy, you should email us.

Your statutory rights are not affected.

Returns & Cancellations 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 5pm GMT or by email to

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;

(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.

International Shipments (All deliveries made outside of the UK)

Please ensure you are aware of any potential customs costs before placing your order as any customs clearance costs in the recipient country will be the sole responsibility of the buyer.

Refunds will not be offered for any goods held or returned due to failed customs clearance based on failure to pay customs fees.  We shall not be responsible for any local customs charges, import taxes or duties or any similar charge(s) incurred through our carriage and/or delivery of any order and you must satisfy yourself as to whether any of these charges will become due, and if so in what amounts, before completing an order with us. If any such charges become due as a result of carriage and/or delivery of a Consignment on your behalf and are charged to us by any competent authority you agree to reimburse us fully in respect of the same within 7 days of our payment request notification.

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