Refund Policy

Defective Products - Full Refund Guarantee

If you receive a product with manufacturing defects, material flaws, or workmanship issues, Essential Tech will provide a full refund with no questions asked. We are committed to delivering premium protective equipment that meets our EN388 Grade 4 standards, and we take responsibility when products fail to meet these expectations.

What Qualifies as a Defect

A defective product includes but is not limited to:

• Manufacturing flaws affecting protective integrity (tears, weak seams, compromised protective layers)
• Material defects (fabric deterioration, plate damage, zipper failures not caused by user error)
• Products that do not meet stated EN388 certification specifications
• Items that arrive damaged due to inadequate packaging or shipping handling by our carrier
• Products with missing components or incorrect specifications as listed on the product page

Defect Claim Process

To claim a refund for a defective product, please contact us at [email protected] within 30 days of delivery with the following information:

• Order number and date of purchase
• Product name and size
• Clear photographs showing the defect
• Description of the issue and how it was discovered

Upon verification of the defect, we will provide a prepaid return shipping label. Once we receive the returned product, a full refund will be processed to your original payment method within 5-7 business days.

Standard Returns - 30-Day Return Window

For non-defective products, Essential Tech accepts returns within 30 days of delivery subject to the following conditions:

Eligible for Return

Products may be returned for a refund if they meet all of the following criteria:

• Items are unworn, unwashed, and in original condition with all tags attached
• Products are returned in original packaging with all included materials and documentation
• Protective seals, if present, remain unbroken
• No signs of use, alteration, or damage

Not Eligible for Return

The following items cannot be returned unless defective:

• Products that have been worn, washed, or show signs of use
• Items with removed tags, broken seals, or missing original packaging
• Protective clothing that has been altered, modified, or customized
• Products damaged due to misuse, improper storage, or customer negligence
• Clearance, sale, or final-sale items (if explicitly marked as such at time of purchase)

Standard Return Process

To initiate a standard return, contact us at [email protected] within 30 days of delivery with your order number and reason for return. We will provide return instructions and a return authorization number.

Return shipping costs for non-defective items are the responsibility of the customer unless the return is due to our error (wrong item sent, incorrect size shipped, etc.).

Upon receipt and inspection of the returned product, refunds will be processed within 7-10 business days to your original payment method. The refund amount will be the product purchase price, excluding original shipping charges unless the return is due to our error.

Wrong Item or Size Sent

If we ship the wrong product or incorrect size due to our error, we will provide a free replacement or full refund including return shipping costs. Please contact us immediately upon receipt if you believe you received an incorrect item.

Exchanges

Essential Tech does not currently offer direct exchanges. If you wish to exchange a product for a different size or item, please return the original product following our return process and place a new order for the desired item.

For urgent size exchanges, please contact us at [email protected], and we will do our best to expedite the process.

Refund Processing Time

Once your return is received and inspected:

• Defective products: 5-7 business days for refund processing
• Standard returns: 7-10 business days for refund processing

Refunds are issued to the original payment method used for purchase. Depending on your bank or credit card provider, it may take an additional 3-5 business days for the refund to appear in your account.

Bulk and Corporate Orders

For bulk orders (10+ units) or corporate contracts, special return terms may apply. Please contact us at [email protected] to discuss return policies for large-volume purchases.

Damaged in Transit

If your product arrives damaged due to shipping carrier mishandling, please contact us within 48 hours of delivery with photographs of the damaged packaging and product. We will file a claim with the carrier and arrange for a replacement or full refund at no cost to you.

Your Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer under UK consumer protection law. You have the right to return faulty goods and receive a refund, repair, or replacement as required by the Consumer Rights Act 2015.

Contact Us

For all refund and return inquiries, please contact:

Email: [email protected]

Our customer service team will respond within 24-48 hours during business days.