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RETURNS/REFUND POLICY

Welcome to Stress-Free Shopping

At Essentials, we’re committed to making every purchase a joy. If something isn’t quite right, our easy and transparent refund and return policy has got you covered. We offer a 14-day money-back guarantee from the date of delivery. If you wish to return an item, simply notify us within 14 days. Shop with confidence – we’re here to ensure your satisfaction every step of the way!

How to Return an Item

1. Notify Us: Contact our customer service team within 14 days of delivery to request a return.
2. Return Instructions: We’ll provide you with return instructions and the designated depot address for sending back the item.
3. Return Shipping: Customers are responsible for return shipping unless a fault or error occurred on our part. Alternatively, a collection service may be available at an additional cost, based on the item and your postcode
4. Refund Processing: Once we receive the returned item, we will process your refund. Refunds will be issued via the same payment method used for your original purchase and can take 2-5 working days to complete.

CAN I RETURN IT?

Here’s a quick checklist to see if your item is eligible for a return:

  1. Condition: The item must be in brand new, unused, and resalable condition. It should not show any signs of assembly, fitting, or modification.
  2. Packaging: The item must be returned in its original packaging, including all accessories, manuals, and components.
  3. Hygiene Products: For hygiene reasons, mattresses, bed frames, cushions, bedding, and other items in direct contact with the body cannot be returned once the packaging has been opened.
  4. Proof of purchase: Keep your receipt and order confirmation handy.

    NOTE: Non-Returnable Items are exceptions to this policy listed below:

  • Custom-made or personalised furniture
  • Clearance, sale, or discounted items
  • Gift cards or certificates


Please ensure all the above criteria are met for a smooth return process. If you have any questions about your return eligibility, feel free to contact us.

SHIPPING YOUR RETURN

If you’re returning an item, here’s what you need to know:

  • Who Covers Shipping?: You’ll cover the cost unless the return is due to our error.
  • Choose Tracking: Use a trackable shipping service to ensure your return reaches us safely.
  • Keep Proof: Hold onto your shipping receipt until we’ve processed your return.

DAMAGED OR LOST IN TRANSIT?

No worries we’ll make it right. If your order arrives damaged or doesn’t arrive at all:

  1. Snap & Send: Take photos of any damage to the product or packaging.
  2. Act Fast: Contact us within 48 hours of delivery for assistance.


We do our best to ensure all items are sufficiently packaged for transit. If your furniture arrives damaged or faulty, please contact us immediately and we will arrange for replacements as promptly as possible. Bear in mind the delivery time for replacement parts may vary depending on the item and could take between 14 to 21 working days.

Please note: Items damaged by the customer that need to be replaced will be payable by the customer together with a further delivery charge.

WHAT HAPPENS NEXT?

Your inspection matters

Always examine your furniture immediately upon delivery. If you notice any damage, do not sign for the package until the damage is recorded. If the package is damaged, make sure to mark “Damaged” on the delivery sheet before signing. This is essential for initiating your claim. If the damage is significant, you have the option to refuse delivery. Once the damaged item is returned to us, we will promptly send out a replacement for you.

Need an exchange?

If you accept the item and later find that parts are damaged or missing, please notify us right away, and we will send you the replacement parts at no extra cost! Please note that if the package was signed without noting any damage, we only have 48 hours to file a claim with the courier for the contents. After this period, claims may no longer be accepted free of charge.

If you decide not to accept replacement parts, the item can be returned following our standard returns policy.

WANT TO SUBMIT A RETURN? HERE IS HOW…

  1. Reach Out to Us: Contact us via email at  sales@esentialstudio.co.uk or call us at 02034887133
  2. Provide Details: Share your order number, the item(s) you want to return, and why.
  3. Follow Instructions: We’ll guide you through the process, including where to send the item.