Return Policy

Cancellation

If you wish to cancel your order before we’ve despatched it, please call 0800 009 6937 to request cancellation. We try to dispatch things very quickly so if you need to cancel your order please do so as soon as possible!

Please note: once we have despatched an item(s) to you, the item cannot be cancelled and the below returns process comes into effect with their respective charges.

Returning Online Products

We hope you're happy with every purchase you make with us, but if this isn’t the case we hope to make the returns process as simple as possible. You have the right to return your order within 14 calendar days of receiving the goods. After this period, we cannot accept any returns.

• To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.
• We will not refund you any supplementary costs arising if you chose to return an item because it you have changed your mind, ordered the wrong colour etc. 
• If the product(s) are not returned in their original condition, Your Essential Shop reserves the right to charge for repair or replacement of any product(s).
• We are happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it, we will only make a partial refund to cover the loss in value of the product.
• If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, if non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.

If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge a fee to repackage the product(s).

Unfortunately, we cannot accept returns on product(s) that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. For incontinence products a refund can only be granted if you haven't opened the outer packaging/wrapping.

Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.

If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

Exchange

If you wish to change a product, please arrange a return and place a new order for the desired product.

Your legal responsibility

You have a legal responsibility to keep the items in reasonable condition and in your possession until they are returned to us. This includes, for example, keeping any hygiene seals and clear plastic wrappings in place.