Returns & Resolutions
You must let us know if you are returning items to us. This page will guide you through that process.
At Essential Aids, we aim to provide products that improve your quality of life. If something isn’t quite right, we’re here to help. Below, you’ll find all the details about exchanging or returning an item and how we’ve made the process straightforward and fair for everyone. We are always looking to provide products at good value for money and returning products is an important part of this.
Have you received something that got damaged in transit or the wrong item(s)?
If you have just received your order and there is damage or you have received the wrong items, please report these immediately.
Click here to visit our Damaged in Transit or Wrong Items Received page
for more details of how we can be of help.
Our Returns Promise
We understand that sometimes, a product may not meet your needs or expectations. That’s why we offer a 30-day return policy from the day you receive your item. We extend this to 60 days for people buying Christmas gifts that are delivered in December.
If your return meets the conditions below, we’ll issue a refund or exchange as required.
If you have ordered something and it’s not quite right, there is often an alternative available that should be suitable and we’re happy to help. Just let us know and we’ll work with you to find a suitable resolution.
We comply with UK consumer laws, including your right to return faulty or misdescribed items.
How to Initiate a Return / Exchange
We aim to make returns as simple as possible.
Please firstly check our returns conditions as below.
If your return matches our conditions, please make sure you have your order number (this is 7 digits that looks like 3211234), the email address you ordered with and delivery postcode to hand. We need these details to make sure it is you doing the action. Then visit:
CLICK HERE to Find Your Order and Start Your Return or Exchange
This will bring up the items in your order so you can select the quantity you wish to return and the reason. If we need more information, please complete that and submit that to us.
Our system usually provides you with the return address details if it straight-forward. If we need to get in touch, we will do so as soon as possible.
Conditions for Returns
To ensure fair treatment and maintain hygiene standards, we ask you to follow these conditions for returns:
Product Condition: Items must be unused and in a resalable condition, preferably in their original packaging.
You are welcome to inspect and handle the product as you would in a shop. However, if the product has been used in a way that goes beyond this, or the original packaging is damaged or unavailable, we reserve the right to deduct an amount from your refund to reflect its reduced value.
Hygiene-Sensitive Items: For health and safety reasons, certain items (e.g., bottom wipers, bed pads, bath lifts, cushions, or mattresses) can only be returned if they remain unopened and unused unless they are faulty or misdescribed.
Return Request Timeline: Please notify us within 30 days of receiving your order if you wish to return or exchange an item. You then have an additional 30 days to send the item back to us.
If you need us
If you need to get in touch, please see our Contact page and let us know your order number and provide photos if that will help us to understand what you need.
Returning Item(s)
Please pack any return item(s) securely to prevent damage during transit and return it to the address we provide. We recommend using a tracked delivery service for peace of mind. For high value returns, we also recommend you check the value of goods covered by your courier.
For unsuitable items, we do not cover the costs of the return. If you need help with returning items though, please let us know.
Refunds & Exchanges
Refunds
Once we receive your item and confirm it meets the conditions above, we’ll process your refund within 7 business days. It’s usually quicker than this but sometimes we need more time.
If the item has been used beyond what is necessary on our inspection, we may deduct an amount from your refund to reflect its reduced value.
Exchanges
If you would like to exchange your return for another item, we’ll try and sort that out as efficiently as possible. If we can do this without any great extra cost to our business, we will just work with you and sort it out.
There are two ways to do an exchange:
1. If you need something quickly, it is probably best to buy the new item immediately and return the unsuitable one for a refund;
2. If you are willing to wait, we will make sure we know what you need and send that out once the return has been processed.
Please note that the returned item(s) will still to conform to our returns conditions.
Costs to Return an Item
If you’re returning an item because it is unsuitable or no longer needed, you’ll be responsible for the return postage costs.
Common Questions
What if my item is faulty?
We take product quality seriously. If your item has a fault, please click here to see our Warranty & Faulty Goods Policy.
Can you collect a return from me?
If needed, you can ask us to arrange a collection from you and we can then deduct our collection fee from your refund. The cost of collection for us is more expensive than the delivery so this may be more convenient for you but it will be more costly than doing it yourself. We will let you know the return cost when you ask – it depends on the size and weight of what’s being returned.
If you are not in when our courier comes to collect, then we incur a charge that we need to pass on to you. Sorry about that but by keeping our costs under control, the price of our products on the website can stay lower for everyone. Most collections can specify the day but not an exact time.
We regret that we cannot always facilitate a collection from Northern Ireland, Highlands or our lovely islands.
Please note that Royal Mail now offers a collection service for items up to 20kg and dimensions up to 61 x 46 x 46cm and you can arrange a collection using the Royal Mail app. We recommend the Royal Mail app as for people who need more time to answer the door, you can ask Royal Mail and Parcelforce to Knock Louder and Wait Longer. That is very handy for many of our customers. There are also specialist websites like https://www.parcel2go.com/ or https://www.parcelmonkey.com/ where you can arrange a collection or drop off your parcel at various shops and services.
Can I return a used item?
For hygiene-sensitive items or products that have been used, we can only accept returns if a manufacturing fault has occurred. Please click for our Warranty & Faulty Goods Policy.
How long do refunds take?
Refunds are typically processed within 7 business days once we’ve received and inspected your return.
Need Help?
If you have any questions about our returns process, our friendly customer service team is always happy to assist. Click here to view our Contact page.
None of the above affects your statutory rights. Essential Aids Limited complies with the The Consumer Rights Act 2015.