Return and refund policy
Return & Refund Policy
We want you to be happy with your purchase from ESSA UK. This policy explains your rights when buying from us online. Nothing in this policy affects your statutory rights under UK law.
1. Your Right to Cancel
Under the UK Consumer Contracts Regulations, you have the right to cancel most online orders within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, please notify us clearly within 14 days of delivery by email, post, or by using the model cancellation form below. You do not have to use the form, but your cancellation request must clearly state that you wish to cancel the order.
2. Returning Goods After Cancellation
After notifying us that you wish to cancel, you must send the goods back to us without undue delay and no later than 14 days after the day you informed us of the cancellation.
Please return goods to:
6 Heron House Ā
149 Binley Road Ā
Coventry Ā
England Ā
CV3 1HX
Email: mentorebay@gmail.com
Please include your order number inside the parcel where possible.
3. Condition of Returned Goods
Please return items with all accessories, labels, tags and original packaging where possible.
You may inspect the goods as you would reasonably be allowed to do in a physical shop. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this reduces their value, we may make a reasonable deduction from your refund to reflect that reduction in value.
Examples may include:
- Signs of use
- Damage
- Missing accessories
- Missing packaging
- Missing tags or labels where resale value is affected
4. Refunds
We will refund the price paid for the goods, plus the cost of standard delivery where applicable.
If you selected a delivery method more expensive than our standard delivery option, we will refund only the amount of our standard delivery cost.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is earlier.
Refunds will be made without undue delay and no later than 14 days after the goods are received back or evidence of return is provided.
Refunds will be issued to the original payment method unless otherwise agreed.
5. Return Shipping Costs
For change-of-mind cancellations, customers are responsible for the direct cost of returning goods to us unless otherwise agreed.
We strongly recommend using a tracked or signed-for delivery service and keeping proof of postage, as we cannot be responsible for returns lost in transit.
If the item is faulty, damaged, incorrect, or not as described, we will cover reasonable return shipping costs.
6. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible at mentorebay@gmail.com with your order number and photos where relevant.
Where goods are faulty, damaged, incorrect, or not as described, we will provide the remedies required by UK consumer law, which may include a refund, repair, replacement, or reimbursement of reasonable return costs.
7. Non-Returnable Items
The following items cannot normally be returned under the 14-day cancellation right unless faulty, damaged, incorrect, or not as described:
- Personalised or custom-made items
- Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed
- Gift cards
- Digital products where supply has begun after the required consent and acknowledgement of cancellation-right loss
8. Exchanges
Exchanges are offered subject to stock availability.
If you are within your 14-day cancellation period, you may request an exchange instead of a refund. Where possible, we will process the exchange directly. If an exchange is not possible, we may ask you to return the original item and place a new order instead.
9. Contact Information
ESSA UK
6 Heron House Ā
149 Binley Road Ā
Coventry Ā
England Ā
CV3 1HX
Email: mentorebay@gmail.com
10. Model Cancellation Form
To: Ā
MENTOR TECHNOLOGY LIMITED Ā
6 Heron House Ā
149 Binley Road Ā
Coventry Ā
England Ā
CV3 1HX
Email: mentorebay@gmail.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:
Douglas Essa Dogs
