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EssentialPhoto & Video is committed to the provision of quality and reliable products and outstanding customer service. Buyers are entitled to cancel the order and return the goods within 28 days for a full refund of the purchase price of the goods. Please contact us at customerservice@essentialphoto.co.uk with your order number, within 28 days of your purchase, prior to your return. A selection of products are valid for 14 day returns periods only. Please see Step 5 for more information.
Inform us of your return at
Please print out and complete the return form and include with your return order.
Your order number must be visible on the return form which is included in with the parcel so your return can be identified when received by our returns department.
If the returns form is missing or incomplete, this may delay or invalidate the refund/replacement process. Please be aware, without the proof of an order number, PiXAPRO/EssentialPhoto & Video hold the right to deny a return request.
Returns Form
Please return the product to our warehouse within 28 days of the original purchase date as long as it’s still in its original packaging & original condition.
Please be aware any missing original packaging, or damage to the item(s) returned may result in the amount due to be refunded being affected.
All return products must be packed in well protected or if possible, original packaging including the application form any accessories, manuals, documentation, and registration that was shipped with the product.
When returning your item, we would recommend sending across your return information to the customer service team. This can include, the chosen courier you are returning the goods with, a tracking number and an expected delivery date. This may help to speed up your request. Please be aware, PiXAPRO/EssentialPhoto & Video cannot be held responsible for any lost/missing or damaged items when the buyer returns the item, including if the return is dispatched to the incorrect address. Please also be aware, PiXAPRO/EssentialPhoto & Video cannot be held responsible if the return item(s) are not handed/returned to an authorised Post Office or courier company.
Our Returns Address
RETURNS DEPARTMENT PiXAPRO LTD. 48 Brick Kiln Street, Brierley Hill, West Midlands, DY5 1JG.
Please Note
The postage cost of returning the item to PiXAPRO will not be covered by PiXAPRO and will be covered by the buyer unless DOA. We will not refund the cost of returning an item back to our warehouse, as DOA goods being returned will be arranged by ourselves using a specific courier service.
As soon as we receive the goods we will endeavour to process your request at purchased price of the goods as quickly as possible. This can take up to 14 working days.
Our return policy is valid for purchases placed within 28 days, or where specified, 14 days. Any items received after this specified date will not be valid for return, and postage charge will be taken before we can re-dispatch these items back to you. Any items received with damaged or missing parts and packaging will be subject to a 20-30% deduction from the refund value.
Returning goods for refund is governed under The Sale of Goods Act and Distance Selling Regulations.
Please note: Any orders placed on a guaranteed service that meet the criteria for a postage refund, only the postage portion of the shipping will be refunded. The refund will not include any additional surcharges such as additional handling or oversized goods.
Please Note
All refunds are processed back to the original payment method used to purchase the order.
From 6th December 2022, all of the Pre-Loved and Clearance Products on EssentialPhoto.co.uk will receive a 14 Day Returns Policy. Buyers are entitled to cancel the order and return the goods within 14 days for a full refund of the purchase price of the goods.
As of 1st May 2024, a selection of products offer 14 Day Return Period only if it remains unopened & in its sealed packaging. Once this item has been unsealed and opened, it is no longer covered by our returns policy. The list of products can be found below:
As of 1st May 2024, a selection of products do not offer a Return Period due to either custom-made designs or being unsealed from their packaging. The list of products can be found below:
International returns are still covered by the same 28 days return policy stated, and again must include a proof of purchase (for example your order number), a return form, and must be returned in the original condition outlined above. Please inform customer service of your chosen courier company, tracking number and expected delivery date when dispatched.
Replacement requests can only be sent to the original country of destination of the originally placed order.
Transactions will automatically include the currency exchange rate on the overall total – We cannot tell the exact amount from our end, as when you make the payment this will include the spot currency exchange rate which is subject to change. This also applies to return values. The overall totals may be higher due to the transactions including the exchange rate as mentioned.
Please allow at least 5-7 working days for PiXAPRO/EssentialPhoto & Video to receive your returned item(s) back in our returns department, and then a further 3-5 workings to deal with your request. We aim to issue all refunds/fixes/replacements as quickly as possible.
Electronic equipment available through EssentialPhoto & Video will come with their own dedicated serial number marked onto the unit. This serial number will be used to link an order to a specific unit, which in turn will then be linked directly to the return/warranty period for that unit. If it is found that the serial number on the unit you're returning does not match with the order on our internal system, or there is any refusal to produce this serial number when requested, the return will be refused.
Non-eligible returns such as those submitted beyond the 28 day or 14 day period that are sent back to us will be returned back to you at your own cost. Please ensure your return is properly packaged to send back to us to avoid the risk of damage in transit.
International Returns: Please note, for all International orders that are returned to us within the 28 day return period, whilst we are able to refund the price of the order if applicable, unfortunately the cost for any import duty and tax is not refundable.
Any DOA/Faulty items which are bought to our attention MUST be returned back to us to be dealt with as a priority. Any items or cases left with no response after 30 days from raising the issue will be then dealt with as warranty/non warranty where applicable. This means postage cost will be covered by the customer.
