Return and refund policy
Return & Refund Policy
We want you to be completely happy with your purchase from ESSA UK. If something isn’t right, you have the right to return your order under the terms below. Nothing in this policy affects your statutory rights under UK law.
1. Your Right to Cancel (Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
To exercise your right to cancel, you must notify us clearly (by email to info@essauk.com, or using the model cancellation form at the end of this policy) within 14 days of delivery.
2. Returns Conditions
Items should be unused, unworn, and returned in their original condition and packaging, with all accessories, tags and labels.
You must return the goods to us within 14 days of informing us of your cancellation, to:
ESSA UK
6 Heron House
149 Binley Road
Coventry, England
CV3 1HX
Please include your order number inside the parcel.
You may inspect the goods as you would in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning (for example signs of use, damage, missing accessories or packaging), we may make a reasonable deduction from your refund to reflect the reduction in value.
3. Refunds
Once we receive and inspect your return, we will process your refund within 14 days. We may withhold the refund until we have received the goods back, or you have provided proof of postage, whichever is earlier.
Refunds will be issued to the original payment method.
The original delivery cost (standard delivery only) will be refunded. Express or upgraded shipping costs are non-refundable.
4. Return Shipping Costs
Customers are responsible for return shipping costs, unless the item is faulty, damaged or incorrect.
We strongly recommend using a tracked delivery service and keeping your proof of postage, as we cannot be responsible for returns lost in transit.
5. Faulty or Incorrect Items
If your item is faulty, damaged, or incorrect, please contact us as soon as possible at info@essauk.com with your order number and photos where relevant.
In these cases:
We will cover reasonable return shipping costs.
You are entitled to a full refund or replacement, as required by UK consumer law.
6. Lost or Undelivered Parcels (Royal Mail)
All orders are sent with Royal Mail tracked services. In rare cases a parcel may be lost or significantly delayed in the post. Please read this section carefully, as refunds for lost parcels follow a specific process:
Check tracking first. Please check your Royal Mail tracking link, any “something for you” card, and with neighbours or your local delivery office.
Contact us. If your parcel has not arrived within the delivery window stated in our Shipping Policy, email info@essauk.com with your order number.
Royal Mail claim. Royal Mail does not consider a parcel lost until 10 working days have passed after its due delivery date. Once this period has passed, we open an official lost-item claim with Royal Mail on your behalf.
Royal Mail investigation. Royal Mail investigates the tracking history and confirms whether the parcel has been delivered, is still in transit, or is lost.
Refund or replacement. As soon as Royal Mail confirms the parcel as lost, we will issue a full refund or send a replacement — your choice.
Please note: because we must reclaim the loss from Royal Mail, we are unable to issue a refund or replacement for a lost parcel before Royal Mail has completed its claim investigation. We will keep you updated at every stage. Parcels that Royal Mail tracking shows as delivered (including to a safe place, neighbour or delivery office chosen by the recipient) are not treated as lost.
7. International Orders & Customs
Customs duties, import taxes and handling fees charged by the destination country are the responsibility of the recipient and are not refundable by ESSA UK.
If an international parcel is refused, or returned to us because customs charges were not paid or the parcel was not collected, we will refund the price of the goods once the parcel is received back, less the original shipping cost and any return or customs charges incurred.
8. Non-Returnable Items
The following items are non-returnable, unless faulty, damaged or incorrect:
Personalised or custom-made items
Items sealed for hygiene reasons, once unsealed
Gift cards or digital products
9. Exchanges
Exchanges are offered subject to stock availability. Within your 14-day cancellation period you may request an exchange instead of a refund; where an exchange is not possible, we may ask you to return the original item and place a new order.
10. How to Start a Return
To request a return or refund, please contact us at:
📧 info@essauk.com
Include your order number and reason for return.
11. Contact Information
ESSA UK (Mentor Technology Limited)
6 Heron House, 149 Binley Road, Coventry, England, CV3 1HX
Email: info@essauk.com
12. Model Cancellation Form
To: Mentor Technology Limited, 6 Heron House, 149 Binley Road, Coventry, England, CV3 1HX — Email: info@essauk.com
I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:
Order number:
Goods ordered:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if sent on paper):
Date:
⚠️ Important Note: This policy does not affect your statutory rights under UK law.
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