Refund policy

Returns and Refunds Policy – Essenza Lighting

Page last updated: 23 October 2026

At Essenza Lighting, we do everything we can to give you quality products that will make your home more beautiful.
If you are not completely satisfied with your purchase, we have a simple, hassle-free returns policy that applies to orders delivered in the United Kingdom.

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days, starting the day after you receive your order, to tell us that you want to cancel it, without giving any reason and without paying any penalty. You then have a further 14 days from the day you tell us to send the goods back to us.

We accept:

  • returns of new and lightly used items
  • exchanges of new and lightly used items

within this period.

To be eligible for a return, your item must be:

  • in its original condition
  • undamaged
  • in its original packaging

There are no restocking fees.

You can cancel:

  • by contacting our customer service team at contact@essenzalighting.com

This policy does not affect your statutory rights.

Cancelling an Order Before Dispatch

If you would like to cancel your order before it is dispatched, please contact our customer service team as soon as possible at contact@essenzalighting.com, quoting your order number.

If your order has not yet been dispatched, we will cancel it and give you a full refund.

Once an order has been dispatched, it can no longer be cancelled, but you can still exercise your right to cancel within 14 days of receiving the parcel.

Returns Procedure

1. Return request:
Contact our customer service team at contact@essenzalighting.com, quoting your order number and the reason for your return.

2. Confirmation:
We will send you a confirmation together with instructions on how to return the product.

3. Return address:
The exact return address will be sent to you by email when your request is confirmed.

4. Returning the item:
If you change your mind, you pay the cost of returning the goods. Please contact us before sending anything back, and we will give you the return address.

If a product is faulty, damaged or if we have made a mistake, Essenza Lighting will pay the full cost of returning it, and a prepaid return label will be emailed to you once your request has been confirmed.

5. Condition of the product:
Returned items should be in their original condition, with all the accessories and documents supplied.

Please include your order number or a copy of your order confirmation email in the parcel to help us process your return quickly. If you cannot, contact us and we will help.

Items that are damaged, incomplete, stained or marked may not qualify for a full refund or exchange. Where you have handled the goods more than was necessary to check them, we may reduce your refund to reflect any loss in their value.

Refunds

Once we have received and checked the condition of the returned product, we will let you know whether your refund request has been approved.

If your return is approved, the refund will be made to the payment method used for the original purchase, within 14 days of receiving the returned product (subject to bank processing times). Your refund will include the original standard delivery charge.

If your refund is late or has not arrived after this period:

  • Check your bank statement
  • Contact your card issuer
  • Contact your bank

If the problem continues, contact our customer service team at contact@essenzalighting.com

Exchanges

If you would like to exchange a faulty product or one received by mistake, please contact our customer service team at contact@essenzalighting.com to arrange an exchange.

Exchanges are accepted within 14 days of receiving the product.

Only items that are faulty or were damaged during delivery can be replaced.

To show that the damage did not happen after delivery, we will ask for a photo of the product in its original packaging, with the label and delivery information visible.

Items That Cannot Be Returned

Some items cannot be returned or refunded, or may only be partly refunded:

  • Gift cards
  • Products that have been visibly damaged or used excessively after delivery (we may reduce your refund to reflect the loss in value, as explained above)

Bulk and Trade Orders

Orders containing more than 3 identical or similar items, in particular those placed as a bulk purchase or for business purposes, may be subject to specific return conditions.

In this case, return costs are not covered by Essenza Lighting and remain the buyer's responsibility.

Please contact our customer service team at contact@essenzalighting.com before requesting a return to find out the terms that apply to your order.

Delivery Problems

If your item arrives damaged or faulty, please contact us as soon as possible, ideally within 7 days of delivery, with photos to support your claim. This does not affect your statutory rights under the Consumer Rights Act 2015.

We will cover the cost of returning the item and either send you a replacement or give you a full refund.

If your order has not arrived within the delivery time shown or seems to be lost, contact our customer service team at contact@essenzalighting.com, quoting your order number.

We will open an investigation with the carrier.

If the parcel is confirmed as lost, you will receive a full refund or, if you prefer, we will send you a replacement at no extra cost.

Contact

If you have any question about our Returns and Refunds Policy, you can write to us at:
contact@essenzalighting.com

Hakan Kenter, sole trader, trading as Essenza Lighting
Address: 5 Rue Nungesser et Coli, 78200 Mantes-la-Jolie, France
Open Monday to Friday, 9:00 am to 6:00 pm (UK time).