Refund policy

Returns and Refunds

At Essence Home, as a small independent business, every item is carefully inspected and hand-wrapped with love and care before it leaves our shop. If you have any queries about your order, please email us at hello@essencehome.co.uk.

How to Request a Return (Required Step)

To ensure we can process your refund efficiently and track your parcel, all returns must be authorised prior to posting.

Contact Us First: Please email hello@essencehome.co.uk within 14 days of receiving your order with your order number and the reason for return.
Receive Authorisation: We will provide you with a Return Authorization code and detailed return instructions.
Include Your Details: Please include a slip inside your parcel with your name, order number, and authorisation code. Unannounced returns received without prior email contact or order details may experience significant processing delays.

Return Conditions

Condition: Items must be returned unused, in their original condition, and in their original product packaging. Please do not write on or mark the product packaging directly.
Packaging: Please package items securely to ensure they reach us in a resalable condition, as we are unable to refund items damaged due to inadequate return packaging.
Postage Costs: Customers are responsible for return shipping costs. We strongly recommend using a tracked postal service and retaining proof of postage, as we cannot be held responsible for items lost or damaged in transit back to us.

Damaged or Faulty Items

If your order arrives damaged or there is a problem with its condition, please notify us within 3 working days by emailing hello@essencehome.co.uk with photos of the issue. We will arrange a replacement or full refund and cover return shipping costs for faulty or damaged goods.