Returns & Refund Policy

Last updated: 3 September 2026

At Essentials Direct UK, we want you to be satisfied with your order.

This Returns & Refund Policy explains your rights and how returns, refunds, damaged products and incorrect orders are handled when shopping at essentialsdirectuk.co.uk.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change of Mind Returns

For eligible products purchased online, you normally have 14 days from the date you receive your order to tell us that you wish to cancel or return it.

You do not need to provide a reason for changing your mind.

After notifying us of your cancellation, you normally have a further 14 days to return the eligible products.

To request a return, please contact:

Email: admin@essentialsdirectuk.co.uk

Please include:

• Your name
• Order number
• Product you wish to return
• Reason for contacting us

2. Condition of Returned Products

Products returned because you have changed your mind should be kept in reasonable condition.

You may inspect a product in the same way that you reasonably would in a physical shop.

Where a product has been handled more than necessary and its value has been reduced, we may make an appropriate deduction from the refund where permitted by UK law.

Where applicable, products should be returned with their original packaging, accessories and included items.

3. Products That Cannot Normally Be Returned

Certain products may not be eligible for a change-of-mind return where permitted by UK law.

These may include:

• Perishable food or drink products
• Products that expire or deteriorate quickly
• Personalised or custom-made products
• Sealed hygiene products once opened
• Certain healthcare or personal care products once opened
• Products that cannot reasonably be resold for health or hygiene reasons after their seal has been broken

These exclusions apply to change-of-mind returns only.

They do not affect your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

4. Food and Perishable Products

Because we sell food, drinks and other consumable products, some items may not be suitable for return simply because you have changed your mind.

If you receive a food or drink product that is:

• Damaged
• Leaking
• Incorrect
• Unsafe
• Out of date
• Otherwise faulty

please contact us as soon as possible.

Where possible, please provide photographs showing the issue.

Do not consume a product if you believe it may be unsafe.

5. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• Name of the affected product
• Description of the damage
• Clear photographs where possible

Once we have reviewed the issue, we may provide an appropriate solution such as:

• Replacement
• Refund
• Partial refund where appropriate

depending on the circumstances.

6. Incorrect Products

If you receive a product different from what you ordered, please contact us as soon as possible.

Please do not open or use the incorrect product unless necessary.

We may arrange an appropriate return method and provide:

• The correct product; or
• A refund

depending on availability and your preference where applicable.

7. Missing Products

If an item is missing from your delivery, please contact us as soon as possible.

Please provide your order number and details of the missing item.

We will check the order and may offer:

• Replacement of the missing item; or
• Refund for the missing item

where appropriate.

8. Faulty Products

Products sold by Essentials Direct UK must meet applicable UK consumer standards.

If a product is faulty, not as described or does not perform as reasonably expected, please contact us.

Depending on the circumstances and your statutory rights, you may be entitled to:

• A refund
• Replacement
• Repair where appropriate
• Another suitable remedy

Nothing in this policy limits your statutory rights.

9. Return Delivery Costs

For eligible change-of-mind returns, you may be responsible for the direct cost of returning the product where permitted by law.

If the product is:

• Faulty
• Damaged
• Incorrect
• Not as described

we will provide or reimburse reasonable return arrangements where appropriate.

Please contact us before returning a faulty or incorrect product so we can advise you on the correct return process.

10. Refund Amount

Where an eligible order is cancelled under your statutory cancellation rights, the refund will include the amount paid for the returned products.

Where required by law, we will also refund the standard delivery charge originally paid.

If you selected a premium or more expensive delivery service, we may only refund the amount equivalent to our standard delivery option.

11. Refund Processing

Once we receive your returned product, or sufficient evidence that it has been returned where applicable, we will process the refund within the period required by UK consumer law.

Eligible refunds will normally be processed within 14 days.

Refunds will normally be issued using the same payment method used to place the original order.

12. When Will the Money Reach My Account?

Once we issue a refund, the time it takes to appear in your account depends on your bank, card provider or payment provider.

Processing times are controlled by the payment provider and may vary.

13. Refunds for Partially Returned Orders

If you return only part of an order, we will refund the eligible returned products.

Original delivery charges may not be refundable where other products from the same order have been kept, unless required by law.

14. Promotional and Discounted Products

Products purchased during a sale or using a promotional discount have the same statutory rights as full-price products.

Where a refund is approved, the amount refunded will normally be the amount you actually paid for the product.

Discount codes or promotional vouchers generally have no cash value and will not normally be refunded as cash.

15. Free Gifts

Where a free promotional gift was supplied because your order met a minimum purchase requirement, we may require the promotional gift to be returned if returning products means your original order would no longer have qualified for the promotion.

This will only apply where permitted by law and where the promotion clearly included such conditions.

16. Refusing a Return

We may refuse a change-of-mind return where:

• The product is legally excluded from cancellation rights
• A hygiene seal has been broken on an eligible hygiene-sensitive product
• A perishable product cannot be returned for a change of mind
• The item was personalised or made specifically for you
• The return request falls outside the applicable cancellation period

We will never use this policy to remove any statutory rights you have where a product is faulty, damaged or not as described.

17. Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Essentials Direct UK.

This may include:

• Order confirmation
• Order number
• Payment confirmation
• Other reasonable evidence of purchase

18. Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

We will try to cancel it before dispatch.

If the order has already been dispatched, you may need to follow the normal returns process after receiving it.

19. Contact Us

To request a return, refund or report a problem with an order, please contact:

Essentials Direct UK

Email: admin@essentialsdirectuk.co.uk

Please include your order number so we can assist you as quickly as possible.