Returns Policy

1. About this Returns Policy

The terms and conditions set out in this "Returns Policy" apply to all goods purchased from Complex Distribution T/A Essential Home Store in the UK, whether you buy through our website at www.essentialhomestore.co.uk, over the phone or otherwise.
Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between us “the seller” and you “ the buyer” which you accept whenever you buy goods from www.essentialhomestore.co.uk online.  All of the terms and conditions in the Terms of Sale will apply equally to this Returns Policy, including any defined terms. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply.

2. Your right to cancel “made to order” goods
2.1 Goods that are ordered to your specification, for example made to order sofas, worktops and personalised products, cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our Delivery Advice email, you will have entered into a binding contract to buy the goods, and as the goods are being made to your specification, you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they are not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction.

3. Your right to cancel "off the shelf" goods
3.1 Where you place an order through www.essentialhomestore.co.uk  standard stock products, which are not made to your specification, you can cancel your order at any time prior to the goods being delivered to you.
3.2 Following receipt of the goods, you can cancel your contract by notifying us (as set out in section 4 below) within seven (7) days of the date on which the goods were delivered. This means that if you change your mind about the goods or for any other reason you decide you do not want to keep the goods; you can notify us of your decision to cancel the contract, and then return the goods to us for a refund.  If your order comprises more than one item, you can cancel and return any of the items individually or in combination.
3.3 Nothing within this Returns Policy or the Terms of Sale affects your rights under law, and in particular you will always be entitled to return goods to us for a full refund if they were misdescribed, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction.

4. How to cancel
4.1 If you wish to cancel an order please contact Complex Distribution Ltd T/A Essential Home Store by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  If your items have already been dispatched you will be informed and will need to download our returns form which will need to be enclosed with items and sent back to us within 7 days.
4.2 Where you cancel your order after the goods have been delivered, you agree to return the goods to us by following the procedure set out below.

5. Returning your goods
5.1 All items returned must be accompanied with a completed returns form which will can be downloaded here.
5.2 You agree to return the goods in full, in a resaleble condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods.
5.3 If the goods you are returning required assembly and you decide to return goods to us after you have started to assemble them, then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by Contact Us via www.essentialhomestore.co.uk and one of our agents will contact you.

6. Taking reasonable care of the goods
6.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to refuse to a full refund.
6.2 If the goods are damaged whilst in your care (including damage caused in assembling or disassembling the goods), misuse ect , if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods.  You should make all reasonable attempts to examine the goods before removing the protective covering, and agree that removing the protective covering will constitute a failure to take reasonable care of the goods.

7. Refunding your money
7.1 We will make all refunds to the card used for payment.
7.2 The refund will include the cost of the returned goods, less any charges, for failure to take reasonable care of the goods.

8. Your consumer rights
8.1 This Returns Policy does not take away any rights you may have under consumer law. For more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk).
8.2 This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations 2000.

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