Essential Wellness wants you to be thrilled with your new purchase. However, if you're not 100% satisfied with your purchase, we have created our Karma System to go above and beyond your usual distance selling requirements.
You can return items for up to 30 days.
Your legal rights: When you buy goods from any business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or mis-described.
For distance sales, for orders over £42 (excluding postage) this also includes the ‘right to cancel’ within 14 days. Following delivery, you must communicate to us the cancellation and return the item within 14 days, at your own cost, for a refund.
Our policy, Karma System: In addition to your legal rights, we also allow you to return goods purchased from Essential Wellness if you simply change your mind or if the fit of the item is not right for you. Please return the unused goods to us with a proof of purchase within 30 days and we will offer you an exchange or refund.
To be eligible for a return, your item must be 'as new' and in the same condition that you received it. It must also be in the original packaging which must be undamaged, including any applicable paper inserts. Essentially, the same condition as what you would expect to receive it yourself.
We call that, our Karma System.
Our policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. You are responsible for paying for your own shipping costs for returning your item.
Downloadable software products
Orthopaedic insoles which have been cut to size or worn
Any product with visible signs of wear over and above what is necessary handling of the product for fitting, are refunded at company's discretion due to hygiene and safety.
To complete your return, we require that a simple note with your return preference, name, address and order number is supplied within the return packaging. Returns must be made within 30 days of purchase date.
e.g. Please exchange for large size/refund my account: Order number #9999. Joanne Bloggs, 1 street name, city, postcode.
Please do not send your purchase back without any indication of who you are, as we would struggle to identify you otherwise. Please retain proof of postage for any queries.
There are certain situations where only partial refunds are granted (if applicable and solely at our discretion)
Returned products with obvious signs of use which cannot be resold 'as new' such as an item, not in its original condition, damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. Please note, that while we rarely receive refund requests the ones we do receive are more often than not accepted under our Karma System.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially processed.
Next, contact your bank. There is often some processing time before a refund is received into your account.
If you’ve done all of this and you still have not received your refund yet, please contact us, marking your email for the attention of 'Returns & Refunds' along with your order number, at firstname.lastname@example.org.
Exchanges (if applicable)
You may freely exchange Orthopaedic Supports purchased on Essential Wellness for one of the same type but different size. Examples include, swapping medium knee support for large knee support.
In all other cases, we only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email to email@example.com and send your item, at your own cost, to: Essential Wellness Returns, Suite 101, 6 Queen Street, Huddersfield, HD1 2SQ. Clearly indicating which order the item relates to.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should post your product to: Essential Wellness, Suite 101, 6 Queen Street, Huddersfield GB HD1 2SQ
You will be responsible for paying for your own shipping costs for returning and exchanging your item. Shipping costs incurred during the initial purchase are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
We recommend using a signed for service such as Royal Mail 2nd Class Signed For when returning your item, as we will not take any responsibility for items lost in the post. If sent by any other method than tracked, we do not guarantee that we will receive your returned item.
It is your responsibility to return the item to us within 14 days for statutory rights cancellation notifications and 30 days for Karma System refunds and exchanges.