Returns & Refunds
The short version
All sales are final. We do not accept returns or exchanges, and we do not give refunds, for a change of mind, an item ordered by mistake, or an item that does not suit your setup. The only exception is an order that arrives broken, damaged or wrong and is reported to us within 14 days of delivery.
Why all sales are final
We buy your item from our distributor as soon as you pay, and our distributor does not take stock back. Accepting returns would mean raising every price to cover them. If you are not sure something is right for you, ask us before you buy and we will tell you honestly.
If your order arrives broken, damaged or wrong
Contact us within 14 days of delivery if your item:
- does not power on or work when you first set it up,
- arrives physically damaged, or
- is not the item you ordered.
Send us your order number, a short description of the problem, and photographs or a video that show it. Keep the item and all of its packaging, accessories and paperwork until we reply. If we confirm the problem we will send you a replacement, or a full refund if a replacement is not available, and we cover the cost of sending the faulty item back.
Do not send anything back until we have approved it and told you where to send it. Parcels sent without our approval cannot be matched to an order and will not be refunded.
What we will not accept
- Returns for a change of mind, or because you no longer need the item
- Items ordered by mistake, or that turn out not to fit or suit your setup
- Problems reported more than 14 days after delivery
- Damage that happened after delivery, including drops, liquid and power surges
- Anything sent back without our approval
A fault that first appears after 14 days is covered only by any warranty shown on the product page. See Warranty.
Cancelling an order
Orders cannot be cancelled once they are placed, because we buy your item from our distributor as soon as payment clears. The one exception: if we cannot ship within the time on our Shipping page, we will tell you, and you can cancel for a full refund. If we cancel an order because we cannot supply it, you are refunded in full automatically.
Refunds
An approved refund goes back to your original payment method, normally within 5 business days of our approval. Your bank may take a few more business days to show it.
Before you dispute a charge
Please contact us first at contact@essentialsetup.com. We can usually sort a problem out within a day or two, and a dispute through your bank can take weeks.
Your legal rights
Nothing on this page removes rights you have under consumer law that cannot be excluded by agreement, including your rights when goods are not as described.