Returns Policy

Essentials Hair & Beauty Supplies Ltd is a trade-only wholesaler. All sales are made on a business-to-business basis, and this policy applies to business customers only. It forms part of our trading terms and should be read alongside any applicable trade account terms.

Nothing in this policy excludes or restricts any rights or liability that cannot lawfully be excluded or restricted.

How to request a return

Please complete the returns authorisation form at the bottom of this page before returning any goods. We will review your request and confirm whether the return is authorised, together with any relevant instructions.

Goods sent back without prior authorisation may be refused and returned to you at your expense.

Please include paperwork clearly showing your order reference number and details of the products being returned. Goods must be securely packaged and sent to the address confirmed in our authorisation.

You remain responsible for goods returned using your own delivery arrangements until they have been received and signed for by Essentials. We recommend using a tracked delivery service and keeping proof of postage.

If you are unable to arrange return delivery, you may request a collection. Collections are subject to availability and approval and normally cost £15 plus VAT. We will confirm the charge before arranging collection. Payment may be required in advance, or the agreed charge may be deducted from your refund or account credit.

Unwanted goods

Eligible unwanted goods must be returned within 28 days of delivery. They must be:

• Unused.
• In their original packaging.
• Complete and in a condition suitable for resale.

We reserve the right to refuse unwanted returns that do not meet these requirements. Rejected goods will be returned to you at your expense, normally at our standard delivery charge.

The original delivery charge is not refundable for unwanted goods. Return delivery costs are also your responsibility unless we agree otherwise.

Furniture, equipment and goods delivered directly by a supplier may be subject to additional conditions, as explained below.

Products with return restrictions

For hygiene and safety reasons, we cannot accept the following as unwanted returns once their packaging has been opened:

• Scissors and razors.
• Cosmetics.
• Hairbrushes, hair extensions and hair accessories.
• Body jewellery and piercing tools.
• Foot spas.

The following products cannot be returned as unwanted goods, whether their packaging has been opened or remains sealed:

• Nail polishes.
• Peroxides and developers.

This list is not exhaustive. Any additional product-specific restrictions will be shown in the product information or communicated before purchase.

These restrictions apply to purchases made online and in our stores. They do not remove any applicable rights relating to faulty, damaged or incorrectly supplied goods.

Please allow 7–10 days from receipt of your return for inspection and processing of an approved refund or account credit.

Damaged, incorrect or missing goods

Please check your delivery promptly and notify us within 72 hours of delivery if:

• Any goods have arrived damaged.
• You have received an incorrect product.
• An item shown on your delivery note is missing.

Claims made after this period will normally be declined unless we agree otherwise, subject to any rights that cannot lawfully be excluded.

Delivery is normally considered complete when the goods are signed for at the delivery address, and responsibility for the goods passes to you at that point. A delivery signature does not, by itself, confirm that every item is present or undamaged.

When reporting a problem, please provide your order number, a description of the issue and photographs of the parcel, outer packaging and contents. Keep the packaging and affected goods until we have confirmed the next steps.

We will investigate your claim and contact you with instructions. If we require goods to be returned following a validated claim, we will arrange the return or reimburse reasonable return delivery costs agreed with us in advance.

Where a claim is accepted, our usual remedy will be a replacement or account credit. A refund will be provided where these options are unsuitable or where required by applicable law.

Supporting evidence

Claims for damaged or missing goods must include sufficient supporting evidence, including photographs where reasonably available. Our investigation may also consider dispatch records, parcel weights and delivery confirmation.

A claim may be declined where the available evidence does not support it. Please provide the information we request so that we can assess your claim promptly and fairly.

Where repeated discrepancies occur on an account, we may introduce additional verification, limit discretionary refund options or decline future orders. Any such measures will remain subject to applicable legal obligations.

To the extent permitted by law, Essentials Hair & Beauty Supplies Ltd will not be liable for loss of earnings, business interruption or other indirect or consequential costs arising from damaged, incorrectly supplied or missing goods.

Faulty goods

If a product develops a fault within the manufacturer’s warranty period, please complete our returns authorisation form with your order details and a description of the problem.

Once a manufacturing fault has been confirmed, we will arrange an appropriate repair, replacement or refund, including the original delivery charge where applicable.

The manufacturer’s warranty runs from the original purchase date. A replacement does not start a new warranty period unless the manufacturer’s terms state otherwise.

Where the fault or its cause cannot be established immediately, the product may need to be inspected or tested, usually by the manufacturer. We may need to await the assessment before confirming the remedy available.

We will inform you of the outcome and explain the next steps. If no manufacturing fault is found, the goods may be returned to you at your expense, normally at our standard delivery charge.

Manufacturer warranty arrangements do not replace any rights you may have against Essentials under applicable law.

Furniture, equipment and goods supplied directly by a supplier

Many furniture and equipment products are made to order or manufactured to individual requirements.

Orders for these items cannot normally be cancelled more than five working days after the order is placed, or once production has started, whichever occurs first. Working days are Monday to Friday, excluding bank holidays.

In exceptional circumstances, we may agree to a cancellation or unwanted return outside this period. Acceptance is at our discretion and may be subject to a charge of up to 20% of the value of the goods, together with applicable delivery and collection costs. Any charges will be confirmed before you proceed.

Goods delivered directly by a supplier may need to be returned to that supplier rather than to Essentials. Return deadlines and arrangements may differ, so please check the product information and follow the instructions provided with your return authorisation.

These conditions concern cancellations and unwanted returns. Faulty, damaged or incorrectly supplied goods will be assessed under the relevant sections of this policy.

Returns address

Unless your authorisation specifies a different address, please send approved returns to: