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Returns

Essential Aids offer a simple 30 day money-back guarantee on most of our products. The only exemptions that apply are shown below.

How to Make a Return

If you need to return something to essentialaids.com, in the first instance, please contact us at returns@essentialaids.com

You will then be provided with a returns reference specific to your order.

Please do not return goods to Essential Aids before contacting us and arranging the returns details.

Any return sent without a returns reference number or without prior arrangement will be difficult to process and may result in us missing your return - a refund back to you will be more efficiently processed if you can work with us, please.

Please do not send returns to the head office address. The Returns address is Essential Aids Returns, Unit 1 Brook Mill Estate, Station Road, Wrea Green, PR4 2PH

Any returning items must be securely sealed in their original packaging wherever possible.

Please see the information below about specific returns circumstances:

Damaged or faulty goods

If you receive your goods and they have either been damaged in transit or are in some way faulty, we'll be happy to accept them back and send a replacement, or refund you in full.

In these circumstances, you must contact us immediately on the email address above and we will make the necessary arrangements on your instruction.

Goods unsuitable

We also accept the return of goods even if they are delivered without fault or damage, but you may have changed your mind or have assessed them as unsuitable for your needs.

Under these circumstances the price of the items concerned are refunded, but there may be charges to cover the handling and carriage costs involved.

Again, please contact us at returns@essentialaids.com and we will make the necessary arrangements.

Refunds

Upon receipt of the goods we will refund the amount paid or issue an exchange credit as required as soon as possible.

Refund Exceptions

Unfortunately, we cannot offer a refund when the following circumstances apply:

- When the product(s) has been made or customised specifically for you

- The product(s) can not be resold for hygiene reasons e.g. toileting and incontinence items where the packaging has been opened

None of the above affects your statutory rights.

Essential Aids Limited complies with the The Consumer Rights Act 2015.

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