Shipping & Returns

Shipping

Essentra uses the UPS courier service as standard, but may utilise alternative when necessary to do so.

UPS Standard Service                                                                           UPS Express Service

UK next working day                                                                               UK before 10am or before 12noon
EU two working days                                                                               EU next working day
US three working days                                                                            US two working days

Stock items are usually shipped the same day for orders received before 3:30pm. Any items out of stock, personalised or bespoke items will take longer.
If you require any of these items urgently please call our customer service team on 0208 266 3300, option 2.

Essentra Security’s standard working days are Monday to Friday, excluding public holidays. Orders confirmed over a weekend and in stock are shipped on Monday. For bespoke or non standard items our customer service team will contact you.

Carriage charges

Standard delivery for all stock orders placed on the Essentra Security website for UK mainland (Not including Northern Ireland) deliveries are subject to £9.50 carriage charge, unless stated otherwise from time to time in web promotions. Large order shipped in pallet quantities will be subject to a £40 minimum charge.

Standard carriage charges are £11.50 per order for UK mainland (excluding Northern Ireland).

All carriage charges are determined by the specified delivery address and the type of service selected.

Returns

Should you decide that your goods are no longer required, returning them takes only a few simple steps. Please call our Customer Service team on 0208 266 3300 option 2 or email us at customerservices@essentrasecurity.com quoting your original order number, and the reason why you’d like to return the goods. You will be given a returns form with a unique returns reference number, which should be displayed clearly on the outer packaging of the returned goods (Not on the product box itself). The return address will be clearly marked on the returns form.

Essentra is happy to accept the return of non faulty goods within 28 days of the original shipping date, goods returned after 28 days of the original shipping date will not be entitled to any refund; The goods must be in original packaging, without any markings on the product boxes, in a new/saleable condition and cannot be personalised. Essentra Security will assess all returned goods and make this decision in good faith. There will be a 25% restocking fee for this returns service.

Any goods supplied that are defective will be refunded in full, including the original delivery charge. We will send our courier UPS to collect the goods from your original delivery address, or you can arrange to return the goods yourself. The cost of returning non-faulty goods is the responsibility of our customers.

All defective or faulty goods (DOA) returned to Essentra Security will be thoroughly examined; you will be notified by email of your refund within 48 hours of receipt at Essentra Security. We will refund the money to you in the same way we received the funds, unless agreed otherwise. We will process the refund to you usually in less than 28 days from receipt of the returned goods or as soon as possible.

 

Goods damaged in transit

Any item sent by us which arrives damaged will either be replaced or replacement parts will be shipped to you at our expense. We may ask for your assistance during any claim for goods damaged by the shipping company. It would be helpful if you can either refuse acceptance of goods that look damaged or accept them (please sign the delivery note ‘received as damaged’, and photograph the package/consignment). Essentra Security will arrange to collect any goods damaged in transit that you wish to replace.