EssentialPhoto 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.
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. Application of Terms and Conditions
4. Placing an order
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.
Once your product has been dispatched from our warehouse, the third-party courier will send you a confirmation email. This will then trigger an order acceptance and the completion of the contract between you and us of the products ordered.
Although we aim to keep the Website up to date, the information including product descriptions may not always be correct, including incorrect prices. PiXAPRO LTD/EssentialPhoto 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.
For more information on VAT, import and tax duties prices please see our Q&A;
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.
6. The Contract
9. Returns and cancellation policy
You have the right to cancel an order within 28 days without giving any reason. The cancellation period will expire after 28 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform PiXAPRO of your decision to cancel this by a clear statement (e.g. an e-mail or a letter sent by post).
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.9.1. Effects of cancellation:
If you cancel, we will reimburse to you any payments received from you up to the total of the items cancelled, this does not include the costs of delivery should the goods be dispatched. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than –
(a) 28 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 28 days after the day you provide evidence that you have returned the goods, or
(c) If there were no goods supplied, 28 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction. We may withhold reimbursement until we have received the goods back to our warehouse and checked by our team.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 28 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 28 days has expired. You will have to bear the direct cost of returning the goods. 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.
9.2. 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.
9.3. Pre-Loved & Clearance Products:
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. 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.
9.4 Returning After 28 Days:
We have a strict 28-day return policy which cannot be overturned due to our system not allowing any returns beyond this period. Any returns after this time will not be accepted for a refund or an exchange.
For any returns which come back without authorisation, or a return case already opened, they 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, they will be moved to a disposal pile.
Any returns which come back to us within the 28 day returns period but without a prior authorised return ticket 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 28 days expire, the returned goods will automatically be applied as credit on your account to be redeemed against a future order.
10. Returns: Requesting a video/photo.
When you experience an issue with your item, our customer team may ask for a video or photo to help with the case. This is required so that our customer support team are able to open a case log for you. This case log then also gets passed across to our trained technician team who will pick up the case and look into your issue for you. This means that each case is dealt with individually and has the time and expertise it deserves.
If a warranty return is needed, then the case log which includes the video/picture will help to speed up the process of the investigation from the technicians when they receive the original item. Sometimes, on some occasions it may be that when the unit is returned back to us, the technicians cannot find the same fault, the unit suddenly starts acting differently to first reported, or the same sequence of events of the issue may not occur. Therefore, if the technician does have the video, it will help the technicians have more flexibility when issuing the final report on how the case needs to be resolved.
Please note, on some occasions, if a video or photo request if denied, this will mean the unit will undergo thorough checks in order to understand the issue you are having which can cause delays to the turnaround of the returns case.
11. Incorrect Items
We do everything possible to try and minimise the risk of incorrect items being dispatched out to our customers however, sometimes mistakes do happen and it is our utmost priority to try and resolve this in the quickest, most efficient way possible.
If an incorrect item has been received then we do request that this is notified to us within the first 14 days of receiving the item. If this is reported after this time, we may not be able to carry out the necessary internal investigations in order to get this resolved. Therefore, the case may be closed.
We then request for the incorrect item to be returned to our warehouse within the first 28 days of purchase. If an incorrect item is reported then please kindly note that we must receive the original item back in our warehouse before we are able to be able to authorise and issue a replacement for the item.
12. Availability, Delivery and Additional charges
For more information on our delivery services, please follow the link below;
a. Please note, once an order has been placed, the address will no longer be able to be amended due to security reasons. We would recommend checking your Billing/Delivery address thoroughly before placing the order to ensure this is correct. If you do notice that the address is incorrect, then you can contact us before the order has been dispatched for the order to be cancelled and then you can re-place your order with the correct address.
If you notice that this is going to the incorrect address after this has been shipped out then unfortunately, this can’t be altered however, you can contact 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.
b. Please be aware, when the safe place option is selected, this is not something which is done by us but it is done via the chosen courier. The courier does state that any safe place requests are left at the customers own risk. Therefore, as this is something which is set up externally to us, we are unable to take any responsibility for any loss or damage which may result from the package being left in the requested safe place.
c. Please note, if an item is classed as a large item, we cannot guarantee Next Working Day Delivery, Express Delivery or Timed Delivery. Please note, 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 UK and International deliveries.
d. Please be aware that some of our products are too large for our regular courier, this means that we will have to use an alternative courier in order to deliver your item at an additional shipping charge. This charge will be taken after purchase and will be required to send your item out. We will contact you before dispatching your order. This service can take up to 48 hours and is not available on Saturdays or timed deliveries.
e. 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.
Please be aware, if your order is returned to sender due to failed delivery attempts, incorrect address or failure to pick up from a pickup shop, the postage to send the goods out again will be charged at the standard rate depending on your chosen delivery option. The postage payment will be required before the goods can be re-dispatched to your chosen delivery address.
13. Missing, Lost or D.O.A Item
Please check all packages as soon as these have been delivered immediately and confirm all items have been received. If you have not received your order or received your package but one or more items are missing please contact us immediately, or within at least 7 days of receiving your order. For missing items, should there be any delay with contacting us, it will effect the success of any investigations that we will have to undergo and may invalidate the missing item claim.
If you have contacted us after 7 days of receiving your order we will unable to investigate. For non delivered items or items that are showing delivered but have not been received, this will require investigation with the courier. Please contact us immediately as the likelihood of locating your item is reduced the later this investigation is started.
Please note for any items which are "dead on arrival" or damaged during transit, we will need to be notified about this within the first 14 days of receiving your parcel. If this is not reported back to us during this time, we will be unable to carry out appropriate investigations. Therefore, we would recommend checking and testing all items as quickly as possible so if on the rare occasion anything does seem to be wrong, we can start an investigation and get it resolved as soon as possible.
Any items which have not been received within 7 days of dispatch must be reported to us within this time in order for us to carry out appropriate investigations to be able to get this resolved. Contacting us after the 7 days may result in us being unable to investigate which unfortunately may mean we are unable to refund our replace the missing items. We would always recommend keeping an eye on your tracking information and if anything seems to be out of the ordinary then please speak with our customer services immediately so we can find out the cause of the delay. We would recommend allowing up to 3 working days for standard delivery and 2 working days for express. If it is now past this estimated delivery time, please get in touch straight away so we can get this resolved.
Orders placed over the Christmas Closedown Period will be dispatched in the New Year once we have re-opened.
14. Title and Risk
(a) the Goods or Services; and
(b) all other sums that are or may become due to the Company from the Customer.
(a) hold the Goods on a fiduciary basis as the Company’s bailee;
(b) 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;
(c) 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.
5. 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:
(a) 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
(b) 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
(c) the Customer encumbers or in any way charges any of the Goods.
Credit accounts may be granted to (and withdrawn from) the Customer at the Company’s sole discretion on the following conditions:
(a) 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.
(b) 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.
(c) The Company reserves the right to request three pro forma transactions before a credit account is opened.
(d) Failure to pay or late payment will result in an account strike
(d) 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.
16. Offer Terms
All discount codes and offers, unless stated otherwise, apply to full-priced new items online only and will not apply to clearance stock, pre-loved products, or items with pre-applied discounts. Discount codes will also not stack, including rewards points codes, meaning only one can be used at any time at the checkout, with most codes also being redeemable once. Fixed value discount vouchers cannot be exchanged for cash value.
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 orders if made without applying the code. Please check the individual terms for the sale or code provided. This also includes any discounts applied retrospectively. No part refunds can be issued if an order is not placed at the time of a sale
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 firstname.lastname@example.org.
17. Prize Draws
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.
18. Gift Cards
Gift cards cannot be exchanged for a cash value. Please note, all gift cards will be valid for 1 year from the date of purchase (starting 1st December 2022). Once this time period has ended, the Gift Card will no longer be applicable to orders on EssentialPhoto.co.uk
19. Reward Points
Please note, all Reward Points will be valid for a period of 6 months from the date of the original order (starting 1st December 2022). 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.
a) Reward Points can only be claimed on orders over £60 in value before discount.
b) Rewards Points cannot be used in conjunction with any other discount or offer.
20. Complaints handling procedure
In the unlikely event that you have any complaints as to our service or any of the goods and services supplied to you from our site, please contact us by the form below:
Online Contact Form
All complaints are taken seriously and will be investigated as soon as they are brought to our notice. Rest assured, a member of the correct department will get back to you as soon as possible to help get your issue resolved for you. Please note, when contacting our team by telephone, they will request for you to fill in a complaints form, for this to be emailed to the correct department.
Links which are not under the control of PiXAPRO LTD/EssentialPhoto and result in you leaving the PiXAPRO LTD/EssentialPhoto site are under no control of PiXAPRO/EssentialPhoto 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.
This Website is owned, controlled or licensed by PiXAPRO LTD/EssentialPhoto 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.
23. Warranty on sale of new and used product
(a) you give us notice in writing within a reasonable time of discovery that some or all of the Goods do not comply with the warranty set out in clause 15.1;
(b) we are given a reasonable opportunity of examining the Goods; and
(c) 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.
(a) 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 oral or in writing), misuse or alteration or repair of the Goods without the Company’s approval:
(b) 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.
(c) 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.
In the event that you need to make a claim under a warranty, please contact our support team who will be able to assist you with processing your claim.
25. Resellers and distributor
26. Pre-release orders (Pre-orders)
Pre-released orders (“Pre-orders”) are orders for products that are not yet available for sale on EssentialPhoto.co.uk.
The availability of the item will be displayed on each listing under the title, this will include information on whether the product is in stock and if not, if it is available to pre-order. Should an item be available to pre-order this will be displayed in the availability section and also as a pre-order button.
In order to place a Pre-order you will need to provide certain information, including but not limited to your name, address and billing information, payment will be required at the time of placing the pre-order, not when the item is available. It is your responsibility to make sure this information is accurate and up to date. If we do not have accurate information, we will not be able to inform you when the Pre-order is available for purchase or refund any Pre-order payments, if applicable.
When placing a pre-order you will be informed of this including an estimate date on when the item is expected back in stock. Release dates are decided by the manufacturers and are subject to change. As a result, we cannot be liable for any changes to Release dates or Pre-order windows advertised by Us.
Either you or EssentialPhoto may cancel a Pre-order at any time for any or no reason prior to our notice to you that the Product has been despatched. If cancellation occurs before the Despatch Notice, you will be entitled to a full refund of your Pre-order Payment.
27. Used, Ex Demo or Pre-Loved.
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.
As New - Not used as new but may be missingpackaging.
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)
We will not be eligible for the return cost of any Used, Ex Demo or Refurbished items.
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.
28. International Bank Transfer
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 pound 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.
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.
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.
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.
29. Matters beyond our control
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
Please be aware, when the safe place option is selected, this is not something which is done by us but it is done via the chosen courier. The courier does state that any safe place requests are left at the customers own risk. Therefore, as this is something which is set up externally to us, we are unable to take any responsibility for any loss or damage which may result from the package being left in the requested safe place.
30. Other terms
1. Indemnity: PiXAPRO LTD/Essentialphoto (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.
31. General Provisions
5 (a) 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.
5 (b) No waiver by Us of any term shall be valid unless communicated to you in writing
Last updated: Oct. 6, 2023
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.
By consenting to Essential Photo’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Essential Photo 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).
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 Essential Photo. Your participation in this programme is completely voluntary.
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.
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 Essential Photo 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.
For Service support or assistance, text HELP to +44 7400 042849 or email email@example.com.
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 honoring requests made in such messages.
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.
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.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.