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1.1. Use of this website, or any other websites or services operated by PiXAPRO LTD/EssentialPhoto & Video are subject to the same terms and conditions and sets out the rights and obligations of you as a user or purchaser ("you") and those of PiXAPRO LTD or EssentialPhoto & Video ("we" or "us") in relation to the products and services owned by us (“PiXAPRO LTD/EssentialPhoto & Video”).
1.2. You agree to provide true and accurate information about you when creating an account with PiXAPRO/EssentialPhoto & Video and agree to update your provided information with us to keep it accurate. Failure to do this may result in PiXAPRO LTD/EssentialPhoto & Video the right to suspend or terminate your account and refuse you any current or future use of the PiXAPRO LTD/EssentialPhoto & Video site (or any portion of it).
1.3. Without notice to we reserve the right to: Modify or withdraw this Website (or any part thereof) and/or change the Agreement from time to time, and your continued use will result in acceptance of this change. It is your responsibility to check to determine whether the Agreement has been changed prior to new purchases and contracts.
2.1. EssentialPhoto & Video is a trading name of PiXAPRO LTD is a company registered in England and Wales (Registered Number 07601334, VAT number GB112445747). Those who choose to access this site from other locations are responsible for local laws.
2.2. This Agreement is governed by English law. You and we each submit to the exclusive jurisdiction of the English courts in relation to disputes arising out of this Agreement.
3.1. These Terms and Conditions shall apply to every sale or supply made by the Company.
3.2. No Terms and Conditions contained in, delivered with or otherwise communicated to the Company by the Customer shall form part of the Contract unless agreed pursuant to clause 3.4.
3.3. Any variation to these Terms and Conditions must be expressly agreed by the Company in writing. The Customer acknowledges that it has not relied on any statement, representation or promise made by or on behalf of the Company which is not set out in the Contract.
3.4. The Customer shall be deemed to have adopted these Terms and Conditions as the Customer’s standard terms of business in relation to all present and future dealings between the parties. No other terms are implied by trade, custom, practice or course of dealing.
3.5. No Company employee who is not a director, or authorised by a director, of the Company has any authority to modify or deviate from the Terms and Conditions.
4.1. We reserve the right to refuse any Order where the price is incorrectly stated on the Website or Order and may require you to make any such correction and take all such actions as we require before an Order is in a form acceptable to Us. PiXAPRO LTD/EssentialPhoto & Video reserves the right to not dispatch the order at that price. You will be given the option of a full refund, or to make payment of the additional outstanding amount.
4.2. Once your product has been dispatched from our warehouse, the third-party courier will send you a confirmation email. This action will then trigger an order acceptance and the completion of the contract between you and us of the products ordered.
4.3. For more information on VAT, import and tax duties prices please see our Q&A;
https://www.essentialphoto.co.uk/pages/faqs/
4.4. For more information on our privacy policy, please see the link below;
https://www.essentialphoto.co.uk/privacy-and-cookie-policy/
4.5. Your Status: In placing an Order through our website or through credit account, you warrant that you are legally capable of entering into a binding contract, and that you are ordering for and on behalf of your business. We only sell Goods and Services to business customers.
5.1. For orders placed on the website, phone order, credit account etc, the Contract shall be formed only when we process and dispatch the Goods.
5.2. We will not be obliged to supply anything comprised in your Order until we have either dispatched the Goods or sent you a delivery note.
5.3. Where Goods ordered are out of stock or no longer available, we will inform you via your provided contact details (email and telephone).
6.1. Some of the products shown in the Company’s catalogue or on the website may vary slightly on delivery if the Company’s suppliers alter the product specification after catalogue printing or publication on the website. In the event of the product being unsuitable following such alteration, the Company will supply the Customer with a suitable alternative, if such an item is currently in stock.
6.2. All Goods are subject to availability.
6.3. All illustrations, colours, dimensions, weights and capacities given are intended merely to present a representation of the Goods and Services described and none of these shall form part of the Contract. Goods described in the catalogue and on the website, although often of a standard design, are subject to the Company’s policy of continuous improvement and the Company reserve the right to incorporate changes or make substitutions without prior notice.
6.4. Different generations and batches of products such as modifiers may have a slight variation in terms of the fitting size/design that could cause slight changes in suitability.
7.1. In which the Customer places an Order that is not capable of being placed using the catalogue or website (due to the quantity ordered, price of the Goods, unusual specifications of the products, etc.).
7.2. Orders of this kind will be confirmed by the Company in writing, showing prices, quantity and printing details.
7.3. Any amendments to these Orders must be notified by the Customer immediately on receipt of the quote, by telephone, and confirmed in writing on the same day. Payment shall be made at the time of placing the Order.
8.1. Your cancellation rights are covered by the Consumer Contracts Regulations of 2013.
8.2. You have the right to cancel an order at any time before dispatch of the goods. Dispatch is upon booking of the order with our selected third-party courier, and before dispatch from our warehouse. To exercise the right to cancel, you must inform PiXAPRO Ltd/EssentialPhoto & Video of your decision to cancel this by a clear statement (e.g. an e-mail).
8.3. A full refund (including delivery charge if paid) will be processed and returned to original method of payment within 7-10 working days of cancellation request.
8.4. Cancellation requests must come from the customer directly and cannot be requested by a third party.
8.5. EssentialPhoto & Video hold the right to cancel any order placed before the order has been dispatched. If this occurs, the customer shall be notified and be refunded the full paid amount of the order.
9.1. Your post-receipt Returns rights are covered by the Consumer Contracts Regulations of 2013.
9.2. You have the right to complete a return of your order within a total of 28 days of receipt without giving any reason. A return case must be opened or requested within 14 days of receipt of the goods for you to be eligible for a full refund of your unwanted item. This is your “cooling-off period”, and can be requested by telephone, email, or via Returns Form. You then have a further 14 days from your notice of return and cancellation to ensure this product is back with us, in the same new condition as this was dispatched to you, including original packaging and accessories. (CCR 2013, Sec 30.3). If you have surpassed your 14-day cooling off period, please see section 9.4 below. Please also see section 10 for DOA, Faulty and Missing Goods regulations.
9.3. The good(s) must be returned to us before the end of day 28 (from receipt) to be eligible for refund or credit note. Goods received after this date (within reason) may be rejected for refund. Costs to redispatch this item to you may be requested.
9.4. If you report your return between days 15-28 of receipt of goods, we are not obliged to refund to your original payment method, and a refund may be processed to a credit note for essentialphoto.co.uk as a gesture of goodwill. The items must then be returned to us by the end of the 28th day from receipt to be eligible for this credit note refund. This credit note will carry a 6-month expiry and will no longer be valid for us after this ends. Returns requested between days 15-28 are also not eligible for postage refunds.
9.4.1. Clearance and Pre-Loved products are NOT eligible for a 15-28 day goodwill credit note extension. Pre-Loved items must be reported within cooling off period of 14 days of receipt to be eligible for return to original payment method, and a return cannot be requested after day 14. These products must be returned to us within the 14-day returns period after the cooling off for a refund to be eligible. Please see Section 22 for more information on Pre-Loved items.
9.5. In line with the CCR 2013, Section 35.5, “The consumer must bear the direct cost of returning goods” for unwanted items. Please refer to interparcel.com for a cost effective postage estimate for your returns goods. (Not affiliated.)
9.6. If you cancel, we will reimburse to you any payments received from you up to the total of the items cancelled. Postage refunds are not eligible unless the entire order is being cancelled. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
9.6.1. Reasonable Handling: This covers goods returned with damaged, or missing packaging or components. A deduction of up to 50% maximum may be taken from the refund upon inspection if we have reason to believe that the item has been used on a shoot, or has been damaged or marked while in your possession beyond what is reasonable to establish the condition and function of the item.
9.6.2. A deduction or refused return may also apply in the circumstance that items are returned as unwanted, and damaged in transit due to insufficient protection and packaging.
9.6.3. Certain delicate products or those with seals are also subject to strict “Reasonable Handling” inspection on return. Affected products may have outer sealing packaging removed to allow you to inspect the contents of the box and establish functionality. Returns must have no signs of use beyond reasonable testing (cannot be used on a shoot, cannot be returned with rips, scratches or marks, for example in the case of backgrounds) and must be returned with all the original inner packaging, including but not limited to manuals, cable ties, plastic protective packaging and covers and inner box moulding. If any of this is missing or damaged you may be subject to a refund deduction, a refund to credit note only, or a refused return.
9.6.3.1. Products with protective seals such as those on screens and lenses where these to not impede ability to view the condition and functionality of the product must not have these protective seals removed. Returning these with removed or re-attached seals will invalidate your cancellation/return.
9.6.4. Affected delicate products include the following:
§ Select Third-Party Brand Products (OBSBOT, COMICA, MOZA, EASIFRAME, Doughty, Formatt Hitech, Hawk-Woods, Hollyland, Kupo, SWIT, YoloLiv, SeekNature, MagMod, etc.)
§ Vinyl Backgrounds
§ Paper Backgrounds
§ Ceiling Track System
§ Foldaway Backgrounds
§ C-Stands
§ Video, Combo and Wind-up Stands
§ Turntables
§ Remote Controls
§ Autopoles
§ Rainbow Series LED Tubes
§ LED Light Tents
§ Wind Machines
§ Studio Furniture
§ Diffuser Panels (Including Butterfly Frame Diffusers & V-Flat)
§ Hand-Painted Background
§ Collapsible Backgrounds
§ PVC Backgrounds
§ Paper Backgrounds
§ Trolley Carts
§ Gobo Floppys
§ Cinefoil Rolls
9.7. Refunds will not be processed until we have confirmed receipt of returned goods to our warehouse, and these have been inspected by our returns team. Once the item has been inspected, we then allow 7-10 working days for this refund to be with you.
9.8. We will not be liable for any returns packages that are dispatched or delivered to any address other than our company residence at 48 Brick Kiln Street, Brierley Hill, DY5 1JG.
9.9. EssentialPhoto & Video do not sell products on a trial basis, and products cannot be used on test shoots or trials before returning.
9.10. Unidentified Returns:
Goods which come back without a viable returns request within the 14 days cooling off period, that cannot be identified, will remain in an unidentified pile for 3 months. During this time, you may pick the goods back up or arrange for a courier to collect these and have them re-delivered to you. If the goods are still with us after 3 months and remain unidentified, they will be disposed of responsibly, and no refund will be given to the unidentified customer if not reported within your 14-day cooling off period. (See sec 9.2)
9.10.1. Any identifiable returns which come back to us within the 28 day returns period but without prior notice within your 14-day cooling off period will be contacted by a member of our team (providing that we are able to identify the return and who it belongs to) and if we do not receive further instructions before your 14 days expire, the returned goods will automatically be applied as credit on your account to be redeemed against a future order. This credit note will carry a 6-month expiry.
9.11. Non-Returnable Products / Custom Made Goods
A selection of products are not obliged to be eligible for return under any circumstances other than DOA/Faults on receipt, due to having custom-ordered designs or being unsealed from their packaging. This includes Custom Made or Printed Backgrounds of any kind as well as Custom Curtains and Photobooths, and any other product which is personalised or made to specification.
9.12. International Returns
9.12.1. International orders are subject to the 14-day cooling off period return reporting as in section 9.2. Intl orders have non-refundable import duty and tax. Please be assured that we will refund the cost of the products otherwise, where applicable.
9.13. Returns for Orders placed before 1st October 2025.
Orders placed before 1st October 2025 are granted our original 28 days return period. This allows a combined total of 28 days from arrival of your good(s) to request the return and return the items to us. Please ensure you request your return in good time to allow your return to be with us before the end of the 28 days.
10.1. Your returns under faulty, missing, damaged and incorrect goods are covered by the Consumer Rights Act of 2015.
10.2. If you receive an incorrect, not fit for purpose, missing, or faulty item in your order, it is our utmost priority to try and resolve this in the most efficient way possible. Please check all packages immediately upon receipt and confirm all items have been received in working order.
10.3. If you have not received your order within 7 days of dispatch notice, or you have received your package with DOA, faulty, or missing or incorrect goods, we strongly advise that you contact us immediately and within 7 days of receiving your order. Any delay in contacting us will limit our investigations.
If this is reported after this time, we may not be able to carry out the necessary internal investigations with our warehouse in order to get this resolved. Your case may therefore be closed without resolution.
You have a total of 30 days from receipt of purchase to report and return any faulty, DOA or missing or incorrect goods in line with the CRA 2015.
10.4. Our team will request the following details to be able to investigate these problems fully with our warehouse and manufacturers, so that we can provide a prompt resolution to your case. This also allows us to be able to suggest a resolution to any fixable issues remotely before a return is needed.
§ Your order number and name/address
§ An image or video of the faults/damage/received goods
§ An image or record of the product serial numbers if applicable
§ An image of the packing note provided in your order (in the enclosed documents slip on the parcel)
10.5. If a video or photo request is refused by you, we will be unable to confirm the specific items you did receive, and we may be unable to assist further.
10.6. The incorrect/DOA/Faulty item must be returned to our warehouse within 30 days of receipt. Affected goods must be received and inspected by our warehouse before we can dispatch a replacement or provide a refund. (In line with Consumers Rights Act 2015)
10.7. 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 we will no longer cover postage costs for this case.
10.8. Faults or damage as a result of misuse, wear and tear, damage or neglect are NOT eligible for return.
10.9. If you are not returning your item to a store, we allow a few extra days for the item to be dropped off/collected and returned to us but you must have requested and had your return approved within 30 days of purchase or delivery. It is important to get your return back to us without delay. If the item is not received by us within a reasonable time, you will need to contact us for your return to be approved again. If the return is no longer within our policy, we will be unable to approve the return.
11.1. International Delivery
11.1.1. We will endeavour to deliver worldwide. However, from time to time restrictions may be placed upon accepting Orders from specific countries. You should contact us prior to placing an Order if you think this may apply to you.
11.1.2. If you are situated outside the UK, there may be additional charges including import duties and taxes payable on your Order. You will be responsible for all such charges. You should contact your local customs office for further information. We accept no liability for such charges or loss resulting from failed delivery as a result of non-payment of any such charges.
11.2. Delays and Compensation
Any dates or times for delivery of Goods or Services quoted by the Company are estimates only and the Company shall not be liable for any costs, charges or expenses incurred as a result of any delay or loss or damage occurring through any failure or liability to meet such date.
11.3. Goods shall be deemed delivered when they are made available to the Customer at the Customer’s place of home, business or any other place specified by the Customer in the order or in delivery customisations with the courier
11.4.If the Customer fails to take delivery of the Goods ordered by them on the date agreed (or at all) they shall be liable to the Company for any loss occasioned by such failure or refusal and for any charges thereby incurred by the Company and for a reasonable charge by the Company for the care and custody of the Goods. Exceeded offered re-delivery attempts made by the courier resulting in the return of the goods back to us will require a new delivery charge to be taken for the re-dispatch of the goods in line with the delivery method chosen.
11.5. The Company reserves the right to deliver the Goods by instalments and in such event every such instalment shall be treated as a separate Contract. Further instalments may be withheld until the Goods comprised in earlier instalments have been paid for in full. No cancellation or termination of any one instalment shall entitle the Customer to cancel or terminate any other instalment.
11.6. For more information on our delivery services including pricing and estimates for UK and International services, please visit: https://www.essentialphoto.co.uk/delivery-information/
11.7. Address Amendments
Once an order has been dispatched, we may be unable to change the delivery address on behalf of the customer. This may be changed through the courier’s portal when you have received notification of dispatch or may be requested to be redirected to a pick-up shop or locker. We cannot process these requests on behalf of the customer. We recommend checking your Billing/Delivery address thoroughly before purchase. If you do notice that the address is incorrect on your quote or order, please contact us before processing your quote, or before dispatch for this to be updated.
If you notice that this is going to the incorrect address after we have dispatched your order, this cannot be altered. Please contact ourselves and the courier to request a return to sender. Once the package is returned to us, you will then be required to pay the postage fee again to get this dispatched to the correct address.
11.8. Safe Place Delivery Requests
We do not allow our couriers to leave orders outside your residence or in a “safe place” unless otherwise specified by yourself or on your courier account. Safe Place deliveries can only set by the recipient and cannot be set by us (the Company). Orders MUST be handed to yourself or a resident to fulfil our contract. If a Safe Place selection has been requested on your order, please be aware that this is at your own risk. Please check your DPD/courier account settings to ensure safe places are not set on your deliveries, or have been set on your deliveries in the past, as this may override our courier settings. We are unable to take any responsibility for any loss or damage which may result from the package being left in your requested safe place.
11.9. Oversized Goods Handling and Delivery
11.9.1. If goods are classed as large or oversized, we cannot guarantee Next Working Day Delivery, Express Delivery or Timed Delivery. Large items may be delayed while being processed by the courier company and due to this, we would be unable to refund any postage paid due to a delivery delay. This includes Mainland UK, non-mainland UK, and international deliveries.
11.9.2. Oversized goods that are too large for our regular courier will be subject to an additional handling fee of £10 - £40 on top of the initial delivery option chosen, as it is therefore required to be a separate handling service. This charge will be listed at checkout before your purchase and will be required to enable dispatch. Any extra charges not listed in your basket, or for quotes, will be brought to your attention before dispatch. This service can take up to 48 hours and is not available on Saturdays or timed deliveries.
11.10. UK Mainland/Scottish Highlands and Islands
Please note, timed and next day services are not available to Scottish Highlands or Scottish Islands. Please do not select a timed or next day service if you are in any of the following postcodes:
Scottish Highlands- FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40 (excluding PA38), PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA38, PA41-49, PA60-78, PH42-44, ZE1-3
Our express and standard service are both unaffected.
11.11. Special Order, Pre-Order, and Out of Stock Goods
11.11.1. Certain items on our website are ordered from suppliers on confirmation of your order and will be dispatched upon receipt of the stock shipment. These are noted as Special Order products on the listing. Selected Delivery Times apply on top of any projected ETAs for the product, for which these can be requested from our team to provide an accurate total arrival estimate. The delivery fee paid for the courier is not refundable independently based on delayed Special order ETA timeframes. Please contact our team for Special Order ETAs before purchase.
11.11.2. It is your responsibility to make sure customer and delivery information is accurate and up to date ahead of dispatch for your Pre-Order or Special Order
11.12. Pre-Order and Out of Stock Products
Pre-Order products, as stated on their listings and in your basket when they are out of stock and due to be restocked, will be dispatched upon receipt of the stock shipment. Selected Delivery Times apply on top of any projected ETAs for the product, for which these can be requested from our team to provide an accurate total arrival estimate. The delivery fee paid for the courier is not refundable independently based on delayed Pre-Order ETA timeframes. Please contact our team for Pre-Order ETAs before purchase.
11.12.1. While we always provide up-to-date ETA information for Pre-Order products and shipments, please note that we can never guarantee arrival on a specific date, and that the estimate provided will always remain subject to change as a result of potential delays that are out of our hands.
11.12.2. Either you or EssentialPhoto & Video may cancel a Pre-order at any time for any or no reason prior to our notice to you that the Product has been dispatched for a full refund including shipping. After dispatch, pre-orders are subject to our standard returns terms.
11.12.3. It is your responsibility to make sure this information is accurate and up to date ahead of dispatch for your Pre-Order or Special Order
12.1. The prices set out in our most current catalogue and website are subject to change and the Company reserves the right to increase the price at any time between submission of your Order and delivery. Changes will not affect Goods/Services for which we have already sent you a delivery note.
12.2. If in the unlikely event that a product or service on our website or in our catalogue is incorrectly priced, we shall inform you of the correct price prior to delivery.
12.3. Payment for all Orders must be made by payment methods displayed at the checkout unless we have agreed that the Customer may open a credit account with us. We do not accept payment by Cheque.
12.4. All prices are published inclusive of any value added tax (UK) and exclusive costs of delivery, packaging, insurance and any other charges that may occur. The Customer shall pay any such costs, taxes or charges in addition to the cost of the Goods which shall be included in the Company’s invoice.
12.5. Payment for all orders must be received in full, regardless of stock status, before it is placed with us. This includes Pre-Orders, as this allows us to dispatch the order promptly when the stock is received without delay for payment.
12.6. If the Company’s invoice is not paid in full by the date specified, the Customer shall be liable to pay interest to the Company on such sums from the due date for payment at an annual rate of 2% above the base rate of HSBC and Lloyds Banks (or other UK clearing bank as may be notified to the Customer by the Company) accruing on a daily basis until payment is made, whether before or after any judgment.
12.7. The Company additionally reserves the right to claim interest under the Late Payment of Commercial Debts (Interest) Act 1998.
12.8. RRPs/Full Prices and/or Sale Prices shown on the website are subject to change at all times without notification required.
13.1. All discount codes and offers, unless stated otherwise, apply to full-priced new items online only and will not apply to the following categories unless otherwise stated:
§ Clearance stock
§ Pre-loved products
§ Sale items
§ Gift cards
§ Extended Warranties
§ MagMod products
§ KNOWLED products
13.2. Discount codes will not stack, including rewards points codes, meaning only one can be used at any time at checkout, with codes also being redeemable once each only. Fixed value discount vouchers cannot be exchanged for cash value.
13.3. Expiry dates on codes and sales are final, and discounts cannot be used or applied to orders after expiry, and codes cannot be retroactively applied to full-priced orders. Please check the individual terms for the sale or code provided. This also includes any discounts applied to products on listings. Part-refunds will not be issued if an order is not placed at the time of an active sale.
13.4. If you are having trouble with your discount code or would like the full terms and conditions for the specific sale or discount that you are shopping with, please contact our team at info@essentialphoto.co.uk.
13.5. All website discount codes are for website-purchasing consumer customers only and are NOT available for B2B purchases.
14.1.Review Campaigns:
Reviews made on chosen review platforms between specified dates will be entered into a prize draw to win a £250 voucher comprised of rewards points for their EssentialPhoto account.
14.1.1. Winners will be chosen at random and the prize draw will include all reviews made during the set timeframe.
14.1.2. Winners will be contacted by updating the reply to the review
14.1.3. Rewards points can be gifted to a registered account only. If the winner has no account, 14 days will be given for an account to be made before a new winner will be chosen.
14.1.4. Rewards points expire 6 months after being applied to an account, and so must be used within this timeframe. A max of £50 in points can be redeemed in one code, towards an order of £75 or over in value. Find Section X for Rewards Terms and Conditions and usage
15.1. Gift cards are only valid for use via essentialphoto.co.uk.
15.2. Gift cards cannot be exchanged for a cash value.
15.3. All gift cards will be valid for 1 year from the date of purchase. Once this time period has ended, the Gift Card will no longer be valid or redeemable.
16.1.Please note, all Reward Points will be valid for a period of 6 months from the date of the original order on which they were earned. Once this time period has ended, the points will automatically be removed from your account and will no longer be valid on EssentialPhoto.co.uk.
16.2. Custom-Made Orders which are placed through the website are NOT eligible to gain Reward Points, nor are purchases made via quote or over the phone.
16.3. Reward Points can only be claimed on orders over £75 in value before discount. A max of £50 in points can be redeemed in one code.
16.4. Rewards Points cannot be used in conjunction with any other discount or offer.
16.5. Rewards can only be redeemed in intervals of £1, or 500 points. Codes can only be used via the account that redeemed them.
16.6. Points for Reviews: Reviews must be placed via your account at EssentialPhoto.co.uk, on products that have been purchased. Reviews on other platforms or products not purchased via your account will not grant rewards points.
16.7. Refer a Friend: Referrals can only be made to new customers who have not yet registered an EssentialPhoto account. Referred customers must place an order with the value over £75 within 28 days of registering to receive the £15 discount, and for the original customer to receive rewards points. £15 referral discount can only be applied to non-sale items.
16.8. Refunding Rewards and Loyalty Points: Cancellation cases for orders which include a rewards code and the full order is being returned will have any redeemed points refunded to your original account once the refund has been processed.
Partial returns cases where only part of the order is being returned to us will not have any rewards points being refunded to the account, as the refund for the item(s) will be processed via original card/bank payment method, unless the payment made via card is lower than the cost of the item being refunded, for which a partial points refund will be calculated.
17.1. Please forward any formal complaints over to us at complaints@pixapro.com. While we can't guarantee that a complaint will provide the outcome you desire for your case, we can assure you that your concerns and feedback will be listened to and responded to by a separate department.
Including your name, order information, and info on the issue you've experienced will aid our team in addressing your feedback.
17.2. All complaints are taken seriously and will be investigated as soon as they are brought to our notice, and a response will be provided when we've completed this investigation. Please note, when contacting our team by telephone, they will request for you to contact the complaints email as listed above and will not be able to address your complaints case via telephone.
18.1. Links which are not under the control of PiXAPRO LTD/EssentialPhoto & Video and result in you leaving the PiXAPRO LTD/EssentialPhoto & Video site are under no control of PiXAPRO/EssentialPhoto & Video and we cannot be held responsible or liability for the material on any site, even if this results in any damage or loss of any kind.
19.1. This Website is owned, controlled or licensed by PiXAPRO LTD/EssentialPhoto & Video and you acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website will remain at all times vested in Us or Our licensors. You are permitted to use this material only as expressly authorised by Us or Our licensors.
20.1. The Company warrants that supplied Goods will be free from defects in material and workmanship for a maximum period of 24 months from delivery.*
20.1.1. *Full warranty policy can be found at https://www.essentialphoto.co.uk/pages/warranty with product categories, brands, and their respective cover terms.
20.2. Subject to clause 19, if:
20.2.1. you give us notice in writing within a reasonable time of discovery that some or all of the Goods do not comply with EssentialPhoto & Video warranty policy;
20.2.2. we are given a reasonable opportunity of examining the Goods; and
20.2.3. if we ask you to do so, you return the Goods to us at your cost, we will, at our discretion, repair or replace the defective Goods.
20.3. The warranty is given by the Company subject to the following conditions:
20.3.1. the Company shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to follow the Company’s or manufacturer’s instructions (whether verbal or in writing), misuse or alteration or repair of the Goods without the Company’s approval:
20.3.2. the Company shall be under no liability (or any other warranty, condition or guarantee) if the total price of the Goods has not been paid by the due date for payment as specified on the Company’s invoice.
20.3.3. Except as expressly stated in these Terms and Conditions, we do not give any representations, warranties or undertakings in relation to the Goods. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Goods are suitable for your purposes.
20.3.4. The Company shall not be liable to the Customer for any claims for indirect or consequential loss whatsoever including without limitation loss of profit or loss of goodwill.
20.4. Warranty and DOA Serial Number Procedure.
20.4.1. All serial numbers will be recorded from the unit, box and components at the time of dispatch from our warehouse to connect these to your purchase.
20.4.2. For all new warranty claims (according to the item or component cover period) or DOA cases (Section 10) customers will be asked for the serial number from the unit to check against our records. This is to help speed up replacement/repair case turnaround. Failure to provide a valid serial number may result in the claim being void.
20.4.3. If an incorrect serial number is provided, we will not proceed further and the claim will be void.
20.4.4. If returned items do not match the serial number recorded, we reserve the right to reject the warranty claim.
20.4.5. In the event that you need to make a claim under a warranty, please contact our support team at info@essentialphoto.co.uk who will be able to assist you with processing your claim.
20.4.6. Additional Warranty is only valid when purchased alongside the selected product at the time of order. One unit of additional warranty must be purchased for the correct unit, and for each unit you require extended cover for. Any additional warranty purchased separately without prior agreement will be cancelled and refunded at any point once EssentialPhoto & Video becomes aware of this. Additional Warranty is only valid on brand new items and cannot be purchased separately for coverage on Pre-Loved units.
20.4.7. Please Note: 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.
21.1. On account of the technical nature of the Goods, and in order to maintain the prestigious image of the Goods and the Company’s reputation, the Customer shall not offer any Goods for sale through third party online platforms (such as Amazon or eBay) without the Company’s prior written consent.
21.2. The Customer may list the Goods for sale on the Customer’s own website, subject to prior written agreement with the Company and in compliance with the Company’s written instructions as to content, images, description and the range of Goods which may be sold.
21.3. Such listings shall be subject to the Company’s final approval, and the Customer agrees to update such listings in accordance with the reasonable instructions of the Company from time to time (which for the purposes of these Terms and Conditions may include any online sales guidelines, brand/style guidelines or other written instructions).
21.4. The Company may cease the supply of Goods and terminate the Customer’s rights set out in this clause and these Terms and Conditions if the Customer fails to comply with these Terms and Conditions, any reasonable instructions of the Company from time to time or otherwise behaves in a manner which is detrimental to the reputation and brand of the Company or the Goods (including in the event of adverse publicity caused by the Customer’s poor service or bad packaging).
22.1. Used, Ex Demo, Pre-Loved items will not be included as part of the normal PIXAPRO warranty. For items that are £50 and above these will include a 3-month warranty.
22.2. Pre-Loved Goods are advertised clearly on the website with the following condition notes, and with images to reflect the advertised condition where necessary:
§ As New - Not used as new but may be missing packaging.
§ Excellent - Removed from packaging once or twice, may have worn, soiled or missing packaging.
§ Good - Used condition but in good condition, may show slight signs of wear and tear but in good working order. May have worn, soiled or missing packaging.
§ Ok - Used condition, may show signs of wear and tear, including damages or loss of certain functions, missing items. May have worn, soiled or missing packaging. (please see description for more info)
22.3. Returns for Pre-Loved goods can be found in Section 9.4.1.
22.4. Please Note: We do not have a buying service for Used, Ex Demo or Pre-Loved products, these are only sold by PIXAPRO and go through strict quality checks before selling.
23.1. Should an order be paid through bank transfer, the amount received must match the amount on the invoice. All of our prices will be in Pounds Sterling, the conversion price listed will be an estimate only. The price of this will be determined by your bank going by the current exchange rate at that time. If the amount does not match the invoice amount, this may cause delays in shipping your item out.
23.2. When making international bank transfer a payment may be required by your bank in order to exchange the amount, also known as an admin charge. Any charges by your bank will have to be paid by yourself and will not be included as part of the total invoice amount. This may be taken off the total amount by your bank, in this case you will need to get in contact with your bank prior to sending the amount to confirm the admin charge will not be taken off the total amount sent.
23.3. Please be aware if you return your items, then the exchange rate will also apply depending on the spot currency exchange rate when it comes down to your refund, this may be less than the initial payment amount. We will not be responsible to cover any loss of refund amount should you wish to refund the order.
23.4. Please be aware that there may be a clearing time for the payment to hit our account, until this happens, we cannot dispatch any orders. We would recommend checking with your bank to see how long payments usually take to clear.
24.1. We will not be held liable for any breach of this Agreement caused by any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use or maintenance, misuse, abuse, accident, neglect, exposure to excess moisture, flood, fire, improper packing and shipping (such claims must be presented to the carrier), lightning, power surges, or other acts of nature.
24.2. Delivery Safe Places: Please refer to Section 11.8. We are unable to take any responsibility for any loss or damage which may result from the package being left in your requested safe place.
25.1. Risk in the Goods shall pass to the Customer from the time of delivery or deemed delivery.
25.2. Ownership in the Goods shall not pass until the Company’s invoice has been paid in full (in cash or cleared funds) in respect of;
25.3. the Goods or Services; and
25.4. all other sums that are or may become due to the Company from the Customer.
25.5. Until ownership of the Goods has passed to the Customer, the Customer shall:
25.6. hold the Goods on a fiduciary basis as the Company’s bailee;
25.7. store the Goods (at no cost to the Company) separately from all other goods and items it holds so that they are readily identifiable as property of the Company;
25.8. maintain the Goods in satisfactory condition and keep them insured on the Company’s behalf for their full price against all risks, producing such policy to the Company if the Company so requests.
25.9. Until ownership has passed the Customer shall be entitled to resell or use the Goods in the ordinary course of its business, but shall hold the proceeds of sale of Goods and the proceeds of any insurance claim on trust for the Company and shall keep all such proceeds separate from any monies or property of the Customer and third parties in a separate bank account clearly denoted as an account containing monies deposited for the benefit of the Company by the Customer acting in a fiduciary capacity.
25.10. The Customer’s right to possession of the Goods shall terminate immediately, and all monies owing by the Customer in respect of Goods delivered but not paid for shall immediately become due if:
25.10.1.the Customer is adjudged insolvent; bankrupt; makes an arrangement with creditors or otherwise takes the benefit of any statutory provision for the time being in force for the relief of insolvent debtors; or (if a body corporate) convenes a meeting of creditors or enters into liquidation whether voluntary or compulsory (except a solvent voluntary liquidation for the purposes of reconstruction or amalgamation), or has a receiver or manager, administrator, administrative receiver appointed of its undertaking or any part thereof, or documents are filed with the court for the appointment of an administrator of the Customer or notice of intention to appoint an administrator is given by the Customer or its directors or by a qualifying floating charge holder (as defined in paragraph 14 of Schedule B1 of the Insolvency Act 1986), or a resolution is passed or a petition presented to the court for the winding-up of the Customer or for the granting of an administration order in respect of the Customer, or any proceedings are commenced relating to the insolvency or possible insolvency of the Customer; or
25.10.2. the Customer suffers or allows any execution, whether legal or equitable, to be levied on his/its property or obtained against him/it, or fails to observe or perform any of his/its obligations under the Contract or any other contract between the Company and the Customer, or is unable to pay its debts within the meaning of section of 123 of the Insolvency Act 1986 or the Customer ceases to trade; or
25.10.3. the Customer encumbers or in any way charges any of the Goods.
25.11. The Customer grants the Company, and all persons authorised by it, an irrevocable licence to enter during normal business hours upon the premises where the Goods are stored in order to recover the Goods if the Customer’s right to possession is terminated.
25.12. On termination of the Contract, the Company’s rights under these Terms and Conditions shall remain in effect.
26.1.We make no warranties (express or implied) in relation to the accuracy of content on the Website. The Web Site is provided on a “as seen” basis without any representations. This includes any transaction that may be conducted on or through the Website and any Implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
26.2. We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free. All errors will be corrected as quickly as possible when raised to us. Please note, we also cannot promise that the Web Site or the server is completely free of viruses or bugs. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
26.3.To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the products offered for sale on the Website. This does not affect your statutory rights as a consumer.
26.4. We will not be liable for any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings), any loss of goodwill or reputation, any special or indirect losses suffered or incurred under this Agreement.
26.5. We will not be held responsible for any loss or damage which occurs due to following; insufficient or improper packing, labelling, or addressing, including incorrect or missing postcode information. All of these factors are considered the customers own responsibility.
Credit accounts may be granted to (and withdrawn from) the Customer at the Company’s sole discretion on the following conditions:
27.1. Formal application in writing for a credit account shall be made by the Customer to the Company before any Goods are ordered on credit. Finance account form must be completed.
27.2. Two satisfactory trade references and a Bank reference shall be furnished to the Company by the Customer on or before application for such credit account.
27.3. The Company reserves the right to request three pro forma transactions before a credit account is opened.
27.4. Failure to pay or late payment will result in an account strike.
27.5. The Company reserves the right to withdraw credit facilities or to close a credit account at the Company's sole discretion, without cause, or if any of the Terms and Conditions are not strictly complied with, or, in the Company’s opinion an insufficient amount of business is transacted within a reasonable period of time.
27.6. Where a credit account has been opened the Company’s invoice shall be paid in full in pounds sterling within 30 days of the date of the invoice unless otherwise agreed by the Company in writing. Under no circumstances shall the Customer withhold payment for reason of (but not limited to) set-off, counterclaim or deduction.
28.1. Indemnity: PiXAPRO LTD/EssentialPhoto & Video (including offices, directors, employees, agents and suppliers) will not be held responsible, against any claims which may have resulted in liability, damages, losses, costs and expenses, including reasonable legal fees. This includes by any other person accessing the Website using your shopping account and/or your personal information.
28.2. Severance: If any part of this Agreement is found to be void will not have an affect on the validity/enforceability of any other remaining Agreements.
28.3. Waiver: No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
28.4. Survival: Each provision of the Agreement shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
28.5. Entire agreement: Your statutory rights are not affected by these terms and conditions.
28.6. EssentialPhoto & Video is a D-U-N-S® registered company. DUNS numbers are used by lenders, suppliers, and financial institutions use this number to assess a company's creditworthiness and financial health and identify a company's Dun & Bradstreet business credit file, making it easier to establish trust and do business with us on a global scale.
29.1. No clerical error in any documentation relating to any transaction shall entitle the Customer to reject the Goods which are the subject of that transaction.
29.2. All notices or written communications shall be deemed to be delivered to the Customer two days after the date of posting addressed to the Customer at the last address of the Customer known to the Company.
29.3. In the event of any dispute in connection with the Terms and Conditions leading to legal proceedings in the County Court, the Court of Jurisdiction shall be the Black Country County Court.
29.4. Every contract to which the Terms and Conditions shall apply shall be construed and governed by English law and subject to the jurisdiction of the English Courts.
29.4.1. Failure by Us to insist upon strict performance of any of your obligations under the Contract, or failure by Us to exercise any of the rights or remedies available to Us at any time shall not constitute a waiver of such rights or obligations.
29.4.2. No waiver by Us of any term shall be valid unless communicated to you in writing.
29.4.3. If any of these Terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the extent permitted by law.
29.5. We intend to reply upon these Terms and Conditions and any documents expressly referred to in them in relation to our Contract with you. Any variations will be confirmed by Us in writing.
30.1. Each invoice assigned under this Agreement shall constitute a separate and independent transaction.
30.2. The invalidity, unenforceability, or dispute of any one invoice shall not affect the validity or enforceability of any other invoice.
30.3. The Financier shall be entitled to enforce its rights in respect of any individual invoice without prejudice to its right in respect of any other assigned invoices.
1.1. Last updated: Oct. 6, 2023
1.2. The Essential Photo mobile message service (the "Service") is operated by Essential Photo (“Essential Photo”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
1.3. By consenting to EssentialPhoto & Video SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of EssentialPhoto & Video through your wireless provider to the mobile number you provided, even if your mobile number is registered on any Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
1.4. You understand that you do not have to sign up for this programme in order to make any purchases, and your consent is not a condition of any purchase with EssentialPhoto & Video. Your participation in this programme is completely voluntary.
1.5. We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
1.6. You may opt-out of the Service at any time. Text the single keyword command STOP to +44 7400 042849 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other EssentialPhoto & Video mobile message programmes and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
1.7. For Service support or assistance, text HELP to +44 7400 042849 or email info@essentialphoto.com.
1.8. We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.
1.9. The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the programme with your new number.
1.10. To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
1.11. We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.
Terms and Conditions updated as of 1st October 2025.
06.10.25 - Section 17 Updated
