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.

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.

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.

Opened goods or goods not in original packaging can be returned as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so as soon as possible and no later than 14 days from the day on which you informed us of your decision to return the item. Therefore, it is the buyer’s responsibility to return the item items within 14 days with no original packaging to ensure the item is received in the same original condition it left our warehouse in.

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.

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.