Cart 0

RETURNS AND EXCHANGES POLICY

  1. We want you to be completely happy and delighted with your order. If for any reason you are not satisfied, we will gladly accept your timely return of unwashed, eligible items, or defective merchandise within 30 days of the delivery date.
  1. ESSENTIAL HOME orders reserve the right to refuse returns or exchanges final sale items (Floor samples), items that are not in as-new condition due to damage or misuse by the client.
  2. Returned merchandise should include the vendor packaging and tags and be in the same condition as it was received. The floor samples, custom pieces, bespoke, design pieces, and the used item(s) cannot be returned unless defective. A return request won’t be accepted also for items that have been installed, mattresses, and/or foundations no longer in their original packaging.
  1. On the back of the packing slip, enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Please be sure to enclose the return section of the packing slip with your item(s).
  1. Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact us within three (3) days of receipt. Contact us by sales@essentialhome.eu, please attach photos of the item(s) to return as the packaging, this will allow us to confirm the condition of your order. If you receive a damaged, defective, or incorrect item, we will work with you to make things right.

I. RETURNING PROCEDURE

If you wish to return an item, you will be responsible for outbound and return shipping and delivery charges. The ESSENTIAL HOME team will indicate which method and shipping company (FedEx and UPS) you should use in the return process. Returns must be received in original condition and in the original packaging within 30 days.Refund or exchange only occurs after the original product(s) returned and after our specialized team verifies it. Once the dealer receives your returned item, it typically takes 7 to 14 days for your bank or credit card issuer to process the refund and credit your account. Shipping and Delivery Service charges are not

Refundable. You must include your order number, prepay the postage, and insure each package and ship to the address below:

Rua da Ponte, 406 4435-402

Rio Tinto, Porto, Portugal

II. CANCELING AN ORDER

To cancel a recent order please contact our sales assistant via phone +351 913 298 837 or email sales@essentialhome.eu at your earliest convenience. We will make every effort to accommodate your request. Our system is designed to fulfill orders as quickly as possible. As such, we are unable to cancel or change requests once the order has entered the shipping process.

RETURNS & EXCHANGES

  1. You must include your order number, prepay the postage, and ensure each package and ship to the address below:

    Rua da Ponte, 406 4435-402
    Rio Tinto, Porto, Portugal

    Should the article received fail to meet the Buyer’s expectations or appear to have been damaged, photographic evidence supporting the claim should be provided within the first 48 hours after reception. A formal written claim must be sent to ESSENTIAL HOME within 30 business days after reception of the articles.
    The allegation must be sent by e-mail to: customercare@essentialhome.eu or the respective sales representative. Upon confirmation of any defect, ESSENTIAL HOME makes a commitment to replace the defective part/piece, within a period agreed with the Buyer. The defective part/piece must be received by ESSENTIAL HOME in its original package before any replacement can be sent - especially in all cases concerning customized products or new products created to meet contract specifications.

  2. For all sales made to Russia, and in case of return of merchandise, it is the Buyer’s sole responsibility to get such merchandise to a point of distribution anywhere in the European Union (EU).
    ESSENTIAL HOME will be held responsible for all transportations fees involving the shipping of the returned merchandise from said EU point of distribution to its warehouse in Portugal. ESSENTIAL HOME bears responsibility to assure the costs of either the reparation or the replacement of the returned merchandise. ESSENTIAL HOME will withstand the shipping fees pertaining to the transportation of the repaired/replaced merchandise from ESSENTIAL HOME’s warehouse in Portugal to the previously accorded EU point of distribution. All costs associated with getting the repaired/replaced merchandise from said EU point of distribution to Russia will be bore by the Buyer. The return of merchandise will only be accepted after ESSENTIAL HOME has received and approved of the photographical evidence of the apparent damage of the goods and the formal written claim previously sent in by the Buyer.

  3. Every package will come equipped with a TiltWatch that measures the degree of which the package was tilted during transit to the addressee. Excessive tilt, above 30º, is responsibility of the Freight Carrier. The addressee is responsible for opening the package in the moment of the delivery, check the TiltWatch and report it right away in the POD (proof of delivery). Provide photographical evidence and official claim by e-mail to customercare@essentialhome.eu or the respective sales representative, within a month of delivery so ESSENTIAL HOME can solve the delivery damage claim with the Freight Carrier as well.

  4. After the response on the behalf of the brand to a client’s complaint, if it doesn’t obtain a response from the client in 20 days, the brand reserves the right to cancel the complaint.
    Do not attempt a return without first having obtained an ESSENTIAL HOME written authorization. ESSENTIAL HOME will not accept returns without prior written authorization. Returned items must be in their original condition and packaging, and the Buyer shall prepay and be liable for all charges regarding the shipping of returned goods, including insurance. The 50% non-refundable deposit will be kept on all returns of merchandise. Custom items are not returnable under any circumstances.