Returns & Refunds

Returns
If you are not satisfied with your purchase and you wish to return an item, please let us know within 14 days from the date of receipt of your order that you wish to cancel the contract for this purchase by email returns@essentio.uk.

Our policy lasts 14 days as per the Consumer Rights Directive 2011/83/EU. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary for hygiene reason. We do not accept medicinal products for regulation reasons.

Additional non-returnable items:
- Gift cards
- Some health and personal care items

RETURN OF GOODS PROCEDURE 

Goods can only be returned to Essentio according to the following procedure:

1. You must notify Essentio of your intent to return cancelled goods before you do so, by sending a notice of cancellation.  Please email returns@essentio.uk and quote your order number in all correspondence. Goods should not be returned until Essentio authorises you to do so.

2. After receiving a reply, you must then post the goods to:


Enovo Retail Limited
First Floor, 140 Peascod Street    
Windsor SL4 1DS

Please note that responsibility for returning goods to Essentio rests with the customer. For this reason we recommend using a guaranteed postal service, and if necessary an appropriate level of insurance/compensation for damage or loss should be obtained. If your reason for returning an item is due to any fault on our part, we will refund you the cost of postage.

Parcels should be carefully packaged, so as not to cause breakage in transit, should have the address clearly printed, and should contain a copy of your delivery documentation (you will have received this with the original delivery). 

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. Inform us by sending us an email on returns@essentio.uk including your order no & your contact number.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

-If we sent you the wrong item

-If the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.