Product Returns

Returns And Cancellations:

We think it is important that everyone understands the legal rights to purchasing.

We adhere to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations and want to ensure that you get the best service from us for your purchases.   On receipt of your goods, you are free to handle them but please do not use them if you wish to cancel your contract.  The type of handling that you would use in a shop to look at the products and decide whether to buy them is fine.

Under the above mentioned regulations, you have a legal right to cancel your contract with us within 14 days of your receipt of your products.

If you want to cancel your contract or exchange your goods please get in touch within the 14 days by email to customerservices@theessentialfly.com and we will send you a cancellation form.

Please be advised that we now offer a free returns service for pre-approved returns. If you use another service then The Essential Fly can not be held responsible for the costs, unless pre-agreed in writing.

If you do cancel your contract with us or need to exchange goods, as above, we will refund the payment we have received from you for the products.  You will be responsible for sending the products back to us including the cost of sending the products back (unless using our service or pre-agreed).  Please make sure you return the goods to us in their original and unused condition with all its packaging undamaged.

We may deduct from your refund the loss in value of the product/s as a result of unnecessary handling by you, any diminishment in their value, or a cancellation due to an error on the purchasers part, (without limitation).

Please be advised that all returns must include a customer returns form completed by yourself for processing of the returned goods.

Incorrect Product Received

All orders are picked manually and we understand that mistakes happen, the main thing is that it is fixed for you, to enable this please take a picture of what you have received and email customerservices@theessentialfly.com and explain what you had ordered and received in error, if possible please include your order number.

Please be advised that we may ask for the product to be returned, if this is the case then you will be issued with access to our free returns portal. Upon recipt of the return we will issue the replacement. We are unfortunatley unable to issue replacements without receiving the returned product. If you need to have the product quicker then you may wish to purchase the product again and upon recipt of the incorrect product we will issue a refund for you.

Refunds

We will refund you within 14 days using the same method you used to pay or you are welcome to a credit voucher if you prefer.