Refund policy

Refund & Returns Policy

Essential Online Traders (“EOTrader”)

At EOTrader we want you to be happy with every purchase. This policy explains how returns, refunds and cancellations work alongside your statutory rights under UK consumer law. Nothing in this policy affects those rights.

 

Consumer vs Business Orders

For the purposes of this policy:

• Consumer orders are purchases made by individuals wholly or mainly for personal use, where no Company Name is entered at checkout.
• Business (B2B) orders are purchases made where a Company Name is entered at checkout, or where the order is reasonably identifiable as being for business, commercial or professional use. These are treated as business-to-business contracts.

This distinction matters because statutory consumer protections—such as the 14-day cooling-off period under the Consumer Contracts Regulations 2013—apply only to consumer purchases.

Consumers: Your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 apply in full, including the 14-day cooling-off period and the 30-day right to reject faulty goods.

Businesses (B2B): Statutory cancellation rights do not apply. Returns or refunds for non-faulty purchases are accepted only at our discretion. Where we agree to accept a discretionary B2B return, refunds cover the stock value only, delivery charges are non-refundable, and a 10% restocking fee will be deducted. Remedies for faulty goods arise under the Sale of Goods Act 1979 (as amended) and this policy.

 

How to Start a Return

Please contact us at shopify@eotrader.co.uk to start a return, or you can begin the return process through the My Orders page on your Shop Account.

Please ensure all returns are sent to the following address (this is not our registered business address). We cannot acknowledge or accept parcels sent to any other location:

EOT Returns
Costwise Group
Merrivale Road
Exeter Road Industrial Estate
Okehampton
EX20 1UD

 

Cooling-Off & Change-of-Mind Returns

Consumers (personal use purchases): For orders placed online by consumers, you have a 14-day cooling-off period starting the day after you receive your order, during which you may cancel for any reason. Once you notify us of your intention to cancel, you then have a further 14 days to return the goods. We will refund the product price plus the cost of our standard delivery option (the lowest-cost method available at checkout). For heavy or bulky orders where Pallet Freight is the only available delivery method, pallet delivery is treated as the standard service and will be refundable if you cancel under the cooling-off period. Return postage remains your responsibility for change-of-mind cancellations.

Business (B2B) purchases: The statutory cooling-off period does not apply to B2B purchases. Returns for non-faulty goods are accepted only at our discretion. Where we agree to accept a discretionary return, the goods must be returned at your cost, and any refund will cover the product price only; delivery charges are non-refundable. In addition, a 10% restocking fee will be deducted from the refund to cover handling and administration costs.

Returned goods must be in unused, undamaged and resalable condition, and should include all accessories and packaging where reasonably possible. You are entitled to handle the goods to the extent necessary to assess their nature, characteristics and functioning, but if items are returned with excess wear, missing parts or damage beyond this, we may make a fair deduction to reflect the reduced resale value. We will always explain any deduction in writing before completing your refund.

 

Faulty, Damaged or Incorrect Items

If an item is faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015 (for consumers) or the Sale of Goods Act 1979 (for businesses). Within the first 30 days of delivery you have the right to reject the goods and receive a full refund. After this period, you are entitled to request a repair or replacement, and if that is not possible or unsuccessful, you may then ask for a refund.

When returning faulty or incorrect items, we will either provide a prepaid return label or reimburse you for reasonable return postage costs. In these cases, we will refund both the product price and any delivery charges you actually paid, including pallet delivery where applicable.

To help us resolve issues more quickly, please notify us of any transit damage as soon as reasonably possible, ideally within 48 hours of delivery, and provide photographs of the packaging and the item if requested. This request is intended to speed up investigations with the courier and does not affect your legal right to reject faulty goods within 30 days.

 

Return Procedure

All returns must be clearly identifiable so that we can process them without delay. If the original postage label is obscured or missing, please ensure that paperwork is included inside the parcel showing your order number, name, address and contact details. Goods should be packaged securely to prevent damage during transit, and all returns must be sent using a tracked postal or courier service. You must retain the tracking number as evidence of return until we have confirmed receipt of the goods.

If you cannot provide tracking evidence and the parcel is lost or not delivered to us, we will not be able to issue a refund or replacement. If you have sent us a return and it has not been processed within two working days (Monday to Friday), please contact us with your order reference and the return tracking number so that we can investigate promptly.

 

Dropshipper & Reseller Orders

Orders placed for resale or fulfilment to a third-party customer (including dropshipping) are treated as business-to-business (B2B) transactions. This applies regardless of whether the delivery address matches the billing address, as the contract is always between EOTrader and the purchasing party who places and pays for the order.

Statutory consumer protections such as the 14-day cooling-off period under the Consumer Contracts Regulations 2013 apply only where the contracting party is an end consumer purchasing for personal use. Where the purchaser is acting as a business or placing an order on behalf of a third party, consumer cancellation rights do not apply and our B2B returns policy applies in full.

For non-faulty goods, discretionary B2B returns may be accepted subject to our standard B2B terms: the buyer is responsible for return postage, only the product price is refunded, delivery charges are non-refundable, and a 10% restocking fee will be deducted.

Where goods are faulty, damaged or not as described, EOTrader will provide remedies to the contracting purchaser in line with the Sale of Goods Act 1979 (as amended) and this policy. EOTrader will only accept returns directly from the contracting purchaser (not the end customer) unless otherwise agreed in writing.

 

Refund Processing

We aim to inspect all returns within two working days of receipt. Once the inspection is complete, refunds will be issued to your original payment method within 14 calendar days. This timeframe applies either from the date we receive the goods back or from the date you provide evidence that the goods have been sent, whichever is earlier. Please note that your bank or card issuer may take additional time to process the credit and display it on your account.

If a return is found to be ineligible—such as items not originally supplied by us, goods with missing essential components, or products that show signs of misuse—we will inform you of the reason and outline what options are available.

Refunds will always be processed to match your original invoice, including VAT where applicable. For B2B returns, restocking fees and non-refundable delivery charges will be deducted before processing the refund. Any deductions will be explained to you in writing before your refund is finalised.

 

Refunds Without Return or Partial Refunds

In certain circumstances we may decide, at our discretion, to issue a refund without requiring the item to be returned. This may apply, for example, where the cost of return shipping would be disproportionate to the value of the goods. We may also offer a partial refund as an alternative to returning the product, for instance if an item arrives with minor damage but remains usable. If a partial refund is offered, it will only be applied if you agree to accept it instead of a full return and refund.

Please note that these options are provided at our discretion and do not affect your statutory rights to a refund, repair or replacement where goods are faulty, not as described or unfit for purpose.

 

Return Costs Summary

Consumers: For change-of-mind cancellations, you are responsible for covering the return postage. We will refund the product price plus the standard delivery charge you originally paid. Pallet Freight (for heavy/bulky orders) is treated as the standard delivery service and will be refundable under cooling-off cancellations.

Businesses: For discretionary B2B returns (non-faulty goods), you are responsible for covering the return postage. Refunds in these cases apply to the product price only, less a 10% restocking fee; original delivery charges are non-refundable. Where goods are faulty, damaged or not as described, we will cover the cost of return postage and refund both the product price and any delivery charges you actually paid, including pallet services.

If a parcel is returned to us because delivery could not be completed (for example, due to an incorrect address, non-collection, or other circumstances within your control), we will treat the order as a cancellation. In this case, we will refund the item price only and deduct the direct return-to-sender charge invoiced by the carrier. These charges are not penalties but the actual costs passed on to us by the courier.

For courier or pallet consignments returned to us due to failed delivery, non-collection or incorrect address details within your control, we will deduct the direct return-to-sender charges invoiced by the carrier (which vary by size, weight and location).

 

Warranty

All products purchased from EOTrader carry a six-month manufacturer’s warranty against defects in materials or workmanship, unless a different warranty period is clearly stated on the product page. This warranty is designed to give all customers additional assurance should an item develop a fault under normal use.

The warranty does not cover issues caused by misuse, improper installation, normal wear and tear, or modifications made after purchase. If you believe your product has developed a fault within the warranty period, please contact us so we can advise on the next steps.

For claims made beyond the initial six months, you may be asked to provide reasonable proof that the fault was due to a manufacturing defect rather than normal wear or accidental damage. In some cases, the item may need to be returned to the manufacturer for independent assessment. Please note that such assessments can take six months or longer to complete, depending on the product and manufacturer response times.

Consumers: This warranty is provided in addition to your statutory rights under UK consumer law. In particular, the Consumer Rights Act 2015 entitles you to a repair, replacement or refund if goods are faulty, and these rights may apply for up to six years depending on the expected lifespan of the product.

Business purchases: Statutory consumer protections do not apply to B2B transactions. For business customers, this warranty and any other remedies available under the Sale of Goods Act 1979 (as amended) form the basis of your protection.

 

Our Right to Cancel Before Dispatch

We reserve the right to cancel your order before it has been dispatched in certain circumstances. These may include situations where the product is out of stock or discontinued, where a pricing or description error has been identified, where payment authorisation cannot be obtained, where delivery restrictions apply to your address, or where we reasonably suspect fraudulent activity.

If we do need to cancel an order, we will notify you as soon as possible and issue a full refund, including any delivery charges you may have paid. Refunds will be processed promptly, and we will not be liable for any additional compensation unless required by law.

 

Statutory Rights

This Refund & Returns Policy is provided in addition to your rights under UK consumer law and does not affect them in any way. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving the goods. Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if the goods you receive are faulty, not as described, or unfit for purpose. Depending on the expected lifespan of the product, these rights may apply for up to six years (five in Scotland).

For further guidance on your legal protections, you can visit Consumer Rights Act 2015 – GOV.UK or Cancelling goods or services – Citizens Advice.

 

Summary of Your Rights and Return Periods

To avoid confusion, please note that UK consumer law provides two distinct rights when it comes to returns and refunds, and in both cases the goods must be returned to us before a refund can be issued:

14-Day Cooling-Off Period (Consumer Contracts Regulations 2013): This applies to online purchases by consumers where the goods are not faulty but you have changed your mind or no longer want them. You must notify us within 14 days of receiving your order if you wish to cancel, and then return the goods within a further 14 days. You are responsible for the cost of return postage. We will refund the product price plus the standard delivery charge you originally paid. Pallet Freight (for heavy/bulky orders) is treated as the standard delivery service and will be refundable under cooling-off cancellations.

30-Day Right to Reject (Consumer Rights Act 2015): This applies if the goods are faulty, damaged, or not as described. You have 30 days from delivery to reject the goods and request a refund. In this case, we will cover the cost of return postage and refund the full product price along with any delivery charges you actually paid, including pallet delivery.

In both situations, refunds will only be processed once the goods have been returned to us or you provide evidence of posting using a tracked service. Returns without proof of posting or tracking cannot be refunded if they are lost in transit.

 

Governing Law

This Refund & Returns Policy and any related disputes shall be governed by and construed in accordance with the laws of England and Wales. Business customers agree that the courts of England and Wales shall have exclusive jurisdiction in relation to any dispute arising out of or in connection with a B2B transaction.

 

Effective date: 2 September 2025. We review this policy periodically and may update it to reflect operational or legal changes.