Refund policy

Returns & Refunds Policy

1. Returns Eligibility
We accept returns provided that:
 Items are unopened, unused and in a fully resalable condition.
 All original packaging, protective wrapping and tamper-evident seals remain intact.
 Any manufacturer security seals on the outer packaging have not been broken.
If an item's seal has been broken or the packaging is damaged, we may refuse the return as the product can no longer be resold.

2. How to Request a Return
Before returning any item, please contact our Customer Services team within 7 days of
receiving your order.
Email: shop@essentialslondon.com
Telephone: 0207 404 8808
Once your return has been authorised, we will provide instructions for returning your order.
After the returned item has been received and inspected, any approved refund will be
processed to your original payment method and confirmation will be sent by email.

3. Faulty Items or Adverse Reactions
If you receive a faulty product or experience an adverse reaction, please contact us as soon as possible.
To assist with our investigation, please provide:
 A clear photograph of the product.
 A photograph showing the batch number.
 A photograph clearly showing the fault or issue, where applicable.
We may ask you to return the product for inspection before a refund or replacement is issued.

4. Non-Returnable Items

For hygiene, safety and health protection reasons, we cannot accept returns of:
 Opened cosmetics or make-up
 Fragrances
 Nail varnishes
 Medicines or pharmacy products where resale is prohibited
 Any item where the hygiene seal has been removed or broken
Clearance or sale items are also non-refundable unless they are faulty or not as described.

5. Your Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer law.
If you purchase goods online, you generally have the legal right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013. This right does not apply to certain products, including sealed health, hygiene or cosmetic products once they have been opened or unsealed.
If you exercise your statutory right to cancel, returned goods must be sent back within 14 days of notifying us of your cancellation.

6. Cancelling an Order or Returning Unwanted Items
If you wish to cancel your order or return an unwanted item, please contact us by email
before returning the goods.
Provided the item meets our return conditions:
 The original delivery charge is non-refundable.
 You are responsible for the cost of returning the goods unless the item is faulty,
incorrect or not as described.
 If your order has already been dispatched, it must be returned before a refund can be
processed.

7. Missing Items or Missing Parcels
If you believe an item is missing from your order or you have not received your parcel, you must notify us within 7 days of the dispatch date.
We will provide you with a Missing Item/Parcel Claim Form to complete and return.

Once received, we will begin an investigation with the relevant courier and/or our fulfilment team.
Investigations may take up to 30 working days to complete.
Claims submitted after the 7-day notification period may not be accepted as we may no
longer be able to investigate the matter with our delivery partners.
Where an investigation confirms that an item or parcel has been lost or not delivered, we will arrange either a replacement or a full refund, in accordance with your statutory rights.

8. Returning Your Items
Returns should be sent to:
Essentials Pharmacy
169 Drury Lane
Covent Garden
London
WC2B 5QA
Please note:
 We recommend using a tracked or recorded delivery service.
 We are not responsible for items lost or damaged whilst being returned to us.
 Proof of postage does not constitute proof of delivery.

9. Refunds
Approved refunds will be made using the original payment method.
Please allow up to 30 days for your refund to be processed.
We reserve the right to refuse a refund where:
 The item has been opened or used.
 Packaging is damaged.
 Security or tamper-evident seals have been broken.
 The item is returned outside our returns policy without a valid statutory right.

10. Late Returns
Returns received outside our returns policy may not be accepted.
If we refuse a late return, the goods may be sent back to you and additional postage charges may apply.

11. Incorrect or Damaged Orders
If your order arrives damaged, faulty or you receive the wrong item, please contact us within 3 working days of delivery.
Where appropriate, we may request photographs or ask you to return the item for inspection.
Once the issue has been confirmed, we will provide either a replacement, refund or exchange,
together with reimbursement of any reasonable return postage costs.