Returns

We do accept goods back at Essentials on the basis that the goods have been un-opened and unused and are in a re-saleable condition. By this we mean that all packaging and  bubble wrapping and tamper resistant seals must be intact. Sometimes manufacturers will apply a security seal to the outside of a box, if this seal is broken the item cannot be re-sold and we will not be accepted by our Returns Dept.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item

Before sending the product back to us you will need to contact our Customer Services either by e-mailing spa@essentialslondon.com or by telephoning 0207 404 8808. Please ensure that you do this within 7 working days of receiving your product. We will process your return as quickly as possible and will notify you by e-mail once it has been processed.

Our returns and refunds policy is in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.

Your rights as a consumer

In accordance with the law, you have a 7 day 'cooling off period' in which you have the right to cancel your purchase and receive a full refund. You do not need to give a reason for cancelling your purchase. We are obliged to refund your payment in full within 30 days of your cancellation. Postage costs are not refundable.

Refunds due to Cancellation / Returns

Should you wish to cancel your purchase within the 7 day 'cooling off' period, please email us at spa@essentialslondon.com and we will refund your payment less the postage costs on the order placed. If the goods have been despatched prior to cancellation then please read and follow the instructions below. Unwanted goods should be returned within 14 days from date of despatch as indicated on the receipt which is sent with the goods. You should post the goods with a copy of the receipt, unopened and undamaged, to Essentials Pharmacy
169 Drury Lane
Covent Garden
London
WC2B 5QA

We cannot accept liability for goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by registered post or by special delivery. Proof of postage will not be accepted as proof of delivery. Please remember to send a copy of your purchase receipt with the goods. If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item.

If you paid by credit or debit card from this website, your refund will be made directly to your credit or debit card within 30 days of your cancellation. If you paid by any other means, your refund will be made by cheque which will be posted to you within 30 days of your cancellation. There will be no re-stocking charges for cancellations within the 7 day "cooling off" period but a 20% re-stocking charge will apply on all goods returned outside the 7 day "cooling off" period.

No refunds will be made on goods returned after 14 days from date of despatch. You will be charged postage again to resend any items which have not been refunded. Goods where the seal has been broken will not be refunded.

Faulty goods

In the unlikely event of your order being supplied incorrectly or damaged in transit, please call us on 0207 404 8808 within 3 working days of receipt and we will arrange replacement of goods or a refund once we have received and inspected the product/s in question back. You are also advised to return goods by registered post or by special delivery which we will also refund. No refunds will be made on goods returned after 14 days from date of despatch. You will be charged postage again to resend any items which have not been refunded. Goods where the seal has been broken will not be refunded.

Payments / Security

All products are priced in United Kingdom Pounds £ (GBP Pounds Sterling). We do not accept payment in any other currency. We only have one option for paying for your order.

• Via Protx (Sage)

Protx

To ensure absolute security and privacy, we entrust credit card transactions to Protx, now called Sage, one of the Uk's leading credit card payment solutions providers. Your credit card details will not be retained by us following the transaction. Please note we accept the following methods of payment:

• Visa
• Visa Delta
• MasterCard
• Maestro / Switch
• Solo
• Electron
• American Express

Your card will be charged as soon as the authorised details go through Protx so we recommend that you check your basket carefully before placing your order. We take security very seriously, which is why we have chosen to use online credit card processing facilities provided by Protx.
Protx have become the largest independent Payment Service Provider in the UK because of the solutions offered to customers, giving exceptional value for money without compromising on the level of service and functionality that we provide. Protx is a division of Sage (UK) Limited.
Our Protx facilities are fully secure and use a range of industry standard and Protx unique security and fraud prevention systems. The Protx network uses 2048-bit encryption, with full 128-bit encryption between the browser and the Protx network. Protx systems are regularly inspected by the major banks to ensure that system integrity and security are maintained to the highest standards.
Your online purchase from us will take place in real time, and we will never see your credit card details. You can have confidence that our online purchasing facilities are secure and safe to use. If we have any refunds or cancellations, these are done via Protx.

We reserve the right to cancel or hold any orders that do not pass bank security checks.

If for any unusual reason we do have to manually write out any details, they will be put thorough our shredder as soon as they have been dealt with and will be kept in a highly secure area until they are needed.