Returns & refunds
We want you to feel confident ordering from Essentia. This page explains how to cancel an online order, return an item and report a fault. It does not affect your statutory rights.
Changed your mind?
For most online orders, you can tell us that you wish to cancel within 14 days of receiving the order. You then have another 14 days to return the item. Email info@essentiabooks.co.uk with your order number before sending anything back so we can provide the return instructions.
Items should be returned complete and in a condition that allows us to assess them. We may reduce a refund if handling beyond what would reasonably be allowed in a shop has reduced the item's value.
Sealed hygiene products
Sealed products that are not suitable for return for health-protection or hygiene reasons cannot be returned after their hygiene seal has been opened, unless they are faulty. This applies to the sealed mouth strips and nasal strips in the Sleep Kit. Your statutory rights for faulty or misdescribed goods are not affected.
Return postage
You are responsible for the cost of returning a change-of-mind order. If an item is faulty, damaged or not as described, contact us before returning it; we will provide an appropriate remedy and cover reasonable return costs where a return is required.
Refund timing
Approved refunds are made to the original payment method. For a cancelled order, we will refund the item price and the cost of standard delivery, if paid, within 14 days of receiving the returned goods or evidence that they were sent back. If you chose a more expensive delivery service, we are not required to refund the extra delivery cost.
Faulty, damaged or incorrect items
Please contact us as soon as possible with your order number and a description of the issue. We may ask for photos to help us understand what happened. Goods that are faulty, not as described or not fit for purpose are covered by UK consumer law, including the short-term right to reject faulty goods within 30 days.
Start a return
Email info@essentiabooks.co.uk with your order number, the item you want to return and whether it is a change-of-mind return or a product issue. Please wait for the return instructions before posting the item.