Refund & Return Policy

At Essentials Vault, we want you to be satisfied with your purchase. Please read our returns and refunds policy carefully before placing your order.

We operate a limited refund policy due to our international fulfilment process. Refunds, exchanges, or replacements are only offered in line with this policy and your statutory rights.

Nothing in this policy affects your statutory rights.

1. 30-Day Return Window

You have 30 calendar days from the date you receive your item to contact us regarding a return, refund, or exchange.

If 30 days have passed since your delivery date, we unfortunately cannot offer you a refund or exchange unless required by law.

2. Condition of Eligible Items

To be eligible for a return, your item must be in the same condition that you received it.

Items must be:

unused, unworn, and unwashed;

in their original packaging;

returned with all accessories, chargers, manuals, tags, and any included free gifts where applicable.

For hygiene and safety reasons, certain products, including personal care devices such as SilkTrim™, cannot be returned if they have been opened, used, worn, or show clear signs of use, unless the item is defective.

Items that are returned used, damaged, incomplete, or not in their original condition may be rejected or may only qualify for a partial refund at our discretion.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

Refunds, exchanges, or replacements may be offered where:

the product arrives damaged;

the product is defective;

the product received is incorrect.

If your item is damaged, defective, or incorrect, please contact us immediately at sales@essentials-vault.co.uk so that we can review the issue and make it right.

Please include:

your order number;

clear photos of the item;

a video showing the issue where possible;

photos of the packaging, if the item arrived damaged.

4. Change of Mind, Wrong Size, or Wrong Colour

Due to our international fulfilment process, we do not offer discretionary refunds for general dissatisfaction unrelated to product quality.

This includes, but is not limited to:

change of mind;

ordering the wrong size, colour, or variant;

minor colour differences caused by screen or lighting settings;

delays caused by customs, courier issues, incorrect delivery details, or busy seasonal periods.

Where you are legally entitled to cancel or return an online order, the item must be returned unused, unworn, and in its original condition and packaging. Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

5. How to Start a Return

To start a return, refund, or exchange request, please contact our customer support team at:

sales@essentials-vault.co.uk

Please include your order number, photos, and a video of the issue where applicable.

Please do not send your purchase back to the manufacturer or to any address without contacting us first. We will provide the correct return instructions and return address if your request is approved.

6. Returning Items for Refund

If we request that the item is returned before a refund is issued:

you must return the item via recorded or tracked delivery;

you must provide proof of postage and full tracking details;

items must be returned in their original condition unless they arrived damaged;

all accessories, manuals, tags, packaging, and free gifts must be included.

Returns may need to be sent to our international fulfilment partner’s designated return facility.

Do not send returns to a UK address unless we specifically instruct you to do so.

Failure to follow the return instructions may result in delays or our inability to process your refund, exchange, or replacement.

7. Return Shipping

Unless the item arrived damaged, defective, or incorrect, customers are responsible for paying their own return shipping costs.

Shipping costs are non-refundable unless required by law.

We strongly recommend using a recorded or trackable shipping service, as we cannot guarantee receipt of returned items.

8. Exchanges Instead of Refunds

In most cases, we offer exchanges or replacements instead of refunds where the item is:

damaged;

defective;

incorrect.

To request an exchange, please contact sales@essentials-vault.co.uk with your order number and supporting photos or video.

All exchanges are granted at our discretion, unless otherwise required by law.

9. Money Back Guarantee

Our 30-day money back guarantee applies only to products that are defective or damaged upon arrival.

Approval of money-back requests is at the sole discretion of our customer service team, subject to your statutory rights.

10. Processing Your Refund

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed back to your original payment method within 5–10 business days.

Please note that your bank or payment provider may take additional time to process and display the refund in your account.

11. Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again.

Then contact your bank, card provider, or payment provider, as it may take some time before your refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at:

sales@essentials-vault.co.uk