Return Policy

Return & Refund Policy

 

1. General Information

This Return & Refund Policy applies to all purchases made through ESSARO websites and online stores serving customers in the European Union (EU), the United Kingdom (UK), and the United States (USA).

This policy is designed to comply with applicable consumer protection laws, including but not limited to the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 (UK), applicable European Union consumer legislation, and relevant consumer protection laws in the United States.

Nothing in this policy affects any statutory rights available to consumers under applicable law.

2. EU and UK Consumer Cancellation Rights

If you are a consumer residing in the European Union or the United Kingdom, you have the legal right to cancel your purchase within fourteen (14) days of receiving your goods without providing a reason.

To exercise this right, you must notify ESSARO of your decision to cancel before the 14-day cancellation period expires.

After notifying ESSARO, you have an additional fourteen (14) days to return the goods.

Refunds will be issued in accordance with applicable consumer protection laws.

3. United States Customers

For customers located in the United States, returns are accepted under ESSARO’s voluntary 30-day return policy described below, unless otherwise required by applicable state law.

4. Voluntary 30-Day Return Policy

In addition to any statutory rights that may apply, ESSARO offers a voluntary 30-day return period from the date your order is delivered.

To qualify for a return under this voluntary policy, customers must contact ESSARO within 30 days of delivery.

5. Return Conditions

Returned items must:

  • Include all original parts, accessories, manuals, and components where applicable;

  • Be returned in reasonably good condition;

  • Not show excessive wear, misuse, alteration, or damage;

  • Be returned in their original packaging whenever reasonably possible.

Customers may inspect products as they would in a physical retail store. However, ESSARO reserves the right, where permitted by applicable law, to reduce a refund if a product shows handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

6. Return Authorization

To ensure proper processing, customers must contact ESSARO before returning any item.

Returns sent without prior contact or without following the provided return instructions may experience delays in processing.

Customers will receive the appropriate return address and return instructions after contacting customer support.

7. Exchanges

ESSARO does not offer direct product exchanges.

Customers wishing to obtain a different product, colour, size, or model must place a new order and return the original item in accordance with this Return & Refund Policy.

This does not affect any statutory rights available under applicable law.

8. Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for return shipping costs.

ESSARO will cover return shipping costs when:

  • The item received is faulty;

  • The item arrived damaged;

  • The wrong item was delivered;

  • The return is required due to an error made by ESSARO.

Customers are advised to use a tracked shipping service, as ESSARO cannot be held responsible for returns lost during transit.

9. Non-Returnable Items

The following products may not be eligible for return where permitted by applicable law:

  • Products that have been opened and cannot be resold for hygiene or health protection reasons;

  • Products that have been used beyond reasonable inspection;

  • Products specifically exempted from return rights under applicable legislation.

This limitation does not affect a customer's legal rights relating to faulty, damaged, or incorrectly supplied products.

10. Personalized or Custom-Made Products

Products that have been customized, personalized, or manufactured according to customer specifications may not be eligible for cancellation or return unless they are faulty or otherwise required by applicable law.

11. Faulty, Damaged, or Incorrect Products

If a product is faulty, damaged, defective, or not as described, customers may be entitled to remedies under applicable consumer protection laws.

Customers should contact ESSARO as soon as reasonably possible after discovering the issue.

Please contact:

Email: info@essaro-design.com

When reporting an issue, please include:

  • Order number;

  • Description of the problem;

  • Photographs showing the defect or damage where applicable.

12. Reporting Shipping Damage

Customers are encouraged to inspect their order upon delivery and report any visible shipping damage within 14 Days after receipt.

Prompt reporting helps ESSARO resolve issues more efficiently.

13. Refund Processing

Once returned goods have been received and inspected, ESSARO will process approved refunds without undue delay and no later than fourteen (14) days after receiving either:

  • The returned goods; or

  • Acceptable proof that the goods have been returned.

Refunds will be issued using the original payment method unless otherwise agreed.

Original shipping charges are non-refundable unless required by applicable law or where the return results from an error by ESSARO.

14. Refused Deliveries and Unclaimed Packages

Refusing delivery without formally exercising applicable cancellation rights does not automatically constitute a valid cancellation.

If a package is returned to ESSARO because:

  • Delivery was refused;

  • Delivery attempts were unsuccessful;

  • The package was not collected;

  • Incorrect delivery information was provided;

ESSARO may deduct return shipping costs, storage fees, handling costs, or other direct expenses incurred, where permitted by applicable law.

15. Incorrect Delivery Information

Customers are responsible for ensuring that all shipping and contact information provided during checkout is complete and accurate.

ESSARO is not responsible for failed deliveries, delays, or additional costs resulting from incorrect or incomplete customer information.

16. How to Start a Return

To request a return, please contact:

ESSARO Customer Support
Email: info@essaro-design.com

Please include:

  • Full name;

  • Order number;

  • Reason for return;

  • Photos (if applicable).

Our customer support team will provide the appropriate return instructions.

17. Statutory Rights

Nothing in this Return & Refund Policy excludes, limits, or replaces any rights that consumers may have under applicable consumer protection laws in their country, state, or jurisdiction of residence.

Where this policy conflicts with mandatory legal requirements, the applicable law shall prevail.

18. Contact Information

ESSARO Customer Support
Email: info@essaro-design.com

ESSARO is committed to providing fair, transparent, and customer-friendly service while complying with applicable consumer protection laws.