ESSENS Return policy

30 DAYS MONEY BACK GUARANTEE

• 100% money back guarantee applies to all ESSENS products that do not suit the user in any way
• Products can be returned without any reason given
• Products must be returned within 30 days of purchase
• Within the guarantee, only individual products can be returned, not the entire order
• The guarantee can be applied personally at the ESSENS  branch or by sending the product to the address stated below, cash on delivery parcels will not be accepted
• A copy of the invoice must be provided along with a cover letter indicating on what guarantee basis you are returning the product
• Products purchased within a set must be returned as a complete set
• The guarantee does not apply to products bought within a promotion
• A credit note will be issued for the returned product, the shipping costs will not be reimbursed
• A corresponding financial value of the returned product will be paid via bank transfer, cash or returned back to credit card
• The points will be deducted at 100% of the point value of the returned product on the date of the credit note being issued
• Each case will be handled  individually, and in case of obvious or repeated abuse, misuse or suspected fraudulent behaviour  the guarantee may be rejected
• ESSENS KETO products (ketop01, ketop02, ketopmu01, ketopmu02) are not subject to the 30 day money back guarantee

90 DAYS MONEY BACK GUARANTEE

• 100 % money back guarantee applies to all UNUSED ESSENS products
• Products can be returned without any reason given
• Products must be returned within 90 days of purchase
• Within the guarantee, only individual products can be returned, not the entire order
• Products must be in the original undamaged packaging and without any signs of usage
• The guarantee can be applied personally at the ESSENS branch or by sending the product to the address stated below, cash on delivery parcels will not be accepted
• A copy of the invoice must be provided along with a cover letter indicating on what guarantee basis you are returning the product
• Products purchased within a set must be returned as a complete set
• The guarantee does not apply to products bought  within a promotion
• A credit note will be issued for the returned product, the shipping costs will not be reimbursed
• A corresponding financial value of the returned product will be paid via bank transfer, cash or returned back to credit card
• The points will be deducted at 100% of the point value of the returned product on the date of the credit note being issued
• Each case will be handled  individually, and in case of obvious or repeated abuse, misuse or suspected fraudulent behaviour  the guarantee may be rejected
• ESSENS KETO products (ketop01, ketop02, ketopmu01, ketopmu02) are not subject to the 90 day money back guarantee

CLAIM IN THE STATUTORY WARRANTY PERIOD

• ESSENS Club members are entitled to exercise the right of defect, which occurs on ESSENS products in a period of 24 months. If the product, on its packaging, in the attached product manual, indicates the period for which the product can be used, ESSENS Club member shall have rights for such product for the same period of time as in the case of quality warranty according to the Civil Code
• The warranty begins on the day following the receipt of the goods
• The claim can be applied personally at the ESSENS xxxxx  branch or by sending the product to the address stated below, cash on delivery parcels will not be accepted
• A copy of the invoice must be provided along with a cover letter indicating a short and clear description of the defect
• Claims are handled without undue delay; the legal deadline is 30 calendar days for the settlement of the claim
• If the end of the claim period falls on a non-working day, the end of the claim is moved to the following working day
• The claim period is counted from the day following the takeover of the claimed products
• After the delivery of the product, a claim protocol is written, the buyer is informed of the result of the claim in writing, usually by email
• In the case of an accepted claim, the member is entitled to a refund of the costs associated with the claim 

INCOMPLETE CONTENT AFTER TAKEOVER OF THE PARCEL

• If the parcel does not contain all the products stated on the invoice, which is always a part of the parcel, it is necessary, immediately after such fact is established (max. 5 days upon receipt), to send an e-mail to order@essensworld.com with following information stated: short and clear description of the missing products, actual weight of the parcel, photo documentation of the whole package and a copy of the invoice
• ESSENS Europe shall check the camera recordings from the process of the expedition, if the weight of the package upon delivery does not correspond with the weight measured before dispatch, a claim procedure will be initiated with the carrier
•  If an error occurred in the process of the expedition before the handover of the package to the courier and the package content will be proven as incomplete, you can choose from 2 options: monetary refund for the missing product or the product will be sent together with your next order. 

WARRANTY RIGHTS

• Removable defect – the right for free defect removal, the right to exchange defective goods or defective parts, if such a procedure is not possible, the right to return the goods
• An irremovable defect impeding proper use – the right to exchange or return defective goods
• Removable defect occurring in multiple or repeated cases and impeding proper use – right to exchange or return defective goods

DEPARTMENT CONTACT FOR CLAIMS

• order@essensworld.com / +420 773 751 573
• For any returns or claims, please contact our colleagues on contact details above
• Delivery address for any products returns: ESSENS EUROPE SE, Zaoralova 3045/1e, 628 00 Brno – Líšeň