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Returns & Refunds
How to return your item to us
Contact Us
EssentialPhoto 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.
Inform us of your return at
Complete our Returns Form
Please print out and complete the return form and include with your return order.
Please be aware, an order number must be visible on the return form which is included in with the parcel, this is 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 hold the right to deny a return request.
Download our Returns Form
Return the item(s) to us
Please return the product to our warehouse within 28 days of the original purchase date as long as it’s still in its original, unopened packaging.
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. Please ensure the return address does not include the address line "Bradfield House" as any items going to this address will not be returned back to us and we may not be able to retrieve the return.
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 cannot be held responsible for any lost/missing or damaged items when the buyer returns the item. Please also be aware, PiXAPRO/Essentialphoto 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.
Unit 5 Sterling Park
Pedmore Road
Brierley Hill
United Kingdom
DY5 1TB
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.
Receive your refund
As soon as we receive the goods we will endeavour to process your request at purchased price of the goods, as quickly as possible. It usually takes 7 working days. We may make a deduction from the refund for loss in value of any goods supplied. Please be aware, the returned item(s) however must be in secure and well protected packaging, where the original packaging is missing. If the packaging is deemed to be unsuitable, and this results in damage when being returned in transit, this may also affect the amount due to be refunded.
Return goods for refund is governed under The Sale of Goods Act and Distance Selling Regulations.
As mentioned, the return policy is valid for any purchases within 28 days, however if an item is returned in our returns department which is over 45 days from the original purchase date, we may make a deduction from the refund for loss in value of any goods supplied. Any items returned after 6 months from the original purchase date may be returned to you at a further postage charge due to the 28 days return policy. If the packaging is deemed to be unsuitable, and this results in damage when being returned in transit, this may also affect the amount due to be refunded.
Please Note
All refunds are processed back to the original payment method used to purchase the order.
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. Again, we would recommend informing customer service of your chosen courier company, tracking number and expected delivery date.
Please be aware, regarding returns coming from overseas, when the item is returned to PiXAPRO/EssentialPhoto, if a replacement is agreed, this can only be sent to the same country destination it was original returned from.
Please be aware, 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 they will include the spot currency exchange rate and this changes from time to time depending on when you make payment. The overall totals may be higher due to the transactions including the exchange rate as mentioned. This exchange rate will need to be covered by yourself. 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.
Please allow 5-7 working days for PiXAPRO/EssentialPhoto 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.
How to return your warranty item(s) to us
If you do happen to experience an issue with your item, and your item is covered under our warranty policy, then we will arrange a return label for you to return the item back to us.
Request a Warranty Returns Label
Please contact our team to request a Warranty Returns Label. This will allow you to return your item(s) to us free of charge. You will need to supply your order number and details when contacting us.
Please be aware, we are only able to issue a Warranty Returns Label if the item is within 28 days of purchase. Anything after this time, the postage will need to be covered by you. Please also be aware, PiXAPRO/Essentialphoto cannot be held responsible if the return item(s) is not handed/returned to an authorised Post Office or courier company as stated by us.
Request your Warranty Return Label at:
Print the Warranty Returns Label
Once your return has been approved, we will send you a pre-paid Warranty Returns Label via email. Please print this out and attach the label to your parcel.
Print & complete our Returns Form
Please print out and complete the Returns Form (This is separate to the Returns Label) and include this inside your parcel with your return order.
Please be aware, an order number must be visible on the return form which is included in with the parcel, this is 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 hold the right to deny a return request.
Download our Returns Form
Return the item(s) to us
Your parcel must be returned to us via the courier service we tell you in our email. The main three return services which we use are as follows; DPD for items under 1m, UPS for over 1m and international returns and Royal Mail for smaller returns (local post office) Therefore, please also check where the parcel will need to be dropped too, as the post office will not accept other courier returns. To check the opening times or location of your drop off shop please do let us know. You can also drop your parcel to the main courier’s sorting depot.
Please always ensure the item is well packaged and protected when being returned to us, as damage to the item or poor packaging can also result in the return being affected. PiXAPRO/Essentialphoto cannot be held responsible for the parcel until signed into the system by the authorised courier drop off shop.
Our Couriers
- DPD (For items under 1m)
- UPS (For items over 1m)
- Royal Mail (For smaller items)
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