Refund policy

Returns & Refunds

Choose your purchase type, then your return reason. Your statutory rights are not affected.

Request a return Email us

What was your purchase for?

Personal purchase Trade / business purchase

Clippers, trimmers & blades | How to return | Refunds

Personal Purchases

For goods bought wholly or mainly for personal use.

Choose your return reason:

Changed my mind / wrong order Faulty / damaged / incorrect item Furniture return

Changed your mind / ordered the wrong item

Return postage: You arrange and pay.

Notify us within 14 days after delivery, then send the goods back within 14 days of notifying us. For split deliveries, the cancellation period normally starts after the last item arrives.
You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning.
Return all accessories and pack securely, using original packaging where possible. Opening ordinary packaging alone does not remove your cancellation rights.
Handling beyond necessary inspection may result in a lawful deduction for actual loss in value. We explain any deduction; no automatic percentage applies.
Refunds only for change-of-mind returns. Please place a new order for a different item.

You may also cancel before delivery. If the order has already shipped, we will explain how to return it.

Exceptions: Genuinely custom-made or personalised goods and qualifying sealed hygiene goods once unsealed. Applicable exclusions will be identified before purchase. See sealed hygiene products.

For furniture, the separate return transport arrangements below apply.

Faulty, damaged on arrival or incorrect item

Return postage: We pay for valid claims.
We provide a prepaid return label. Furniture collection is arranged separately at our expense.

Contact us with your order number and details of the problem. Photos or video are helpful where possible. We may inspect or test the item.
Goods supplied faulty or not as described normally qualify for rejection and a full refund within 30 days of delivery.
After 30 days, repair or replacement rights may apply, followed by other remedies where legally required.
Opening or using an item does not remove your rights for a genuine fault. Normal wear, accidental damage and misuse are assessed separately.

Late reporting does not automatically remove your statutory rights.

Furniture — changed your mind

Return transport: You pay the disclosed charge.

Standard catalogue furniture follows the 14-day notification + 14-day return process above.
Contact us to arrange suitable return transport. Our charge equals the original delivery charge attributable to the furniture returned and will be disclosed before purchase.
For partial returns, the attributable portion applies. We explain the calculation before collection. If the relevant original delivery was free, return transport arranged by us is also free.
Protect furniture for transport. Excessive handling, assembly or use may result in a lawful deduction for actual loss in value.

Custom-made furniture: Change-of-mind cancellation does not apply to furniture genuinely made to your specifications or clearly personalised. Ordering a standard catalogue item from a supplier does not, by itself, make it custom-made.

Rights relating to faulty, damaged, incorrect or misdescribed furniture remain. For valid claims requiring return, we arrange collection at our expense.

Back to purchase types ↑

Trade / Business Purchases

For goods bought wholly or mainly for business use, including salon or barbershop use.

Choose your return reason:

Changed my mind / wrong order Faulty / damaged / incorrect item Furniture return

Changed your mind / ordered the wrong item

Return postage: You arrange and pay.

For eligible products other than furniture, notify us within 14 days after delivery and return the goods within a further 14 days.
Products must be unused, complete and in their original resaleable condition and packaging.
Used, non-faulty goods are not accepted under this voluntary offer.
Genuinely personalised goods and qualifying hygiene goods with broken protective seals are excluded.
Original delivery charges are not refunded.
Refunds only. Please reorder for a different item.

Faulty, damaged on arrival or incorrect item

Return postage: We pay for valid claims.
We provide a prepaid return label. Furniture collection is arranged separately at our expense.

Contact us with your order number and details of the issue.
We may inspect or test the goods to establish the cause.
We will explain the appropriate remedy under your applicable rights and agreed terms.
Normal wear, accidental damage and misuse do not automatically qualify as product faults.

Furniture — changed your mind

Change-of-mind cancellations and returns are not accepted for business furniture purchases.

This does not exclude rights relating to faulty, damaged, incorrect or misdescribed goods.

Back to purchase types ↑

Clippers, Trimmers & Blades

Personal purchases: Opening the packaging alone does not prevent cancellation. Use beyond necessary inspection may result in an actual loss-in-value deduction.
Trade purchases: Change-of-mind returns require the product to be unused.
Performance issues: If the product pulls hair, cuts poorly or makes unusual noise, contact us. We may inspect or test it to identify the cause.
Blades: Consumable parts are not automatically excluded from claims for defects present when supplied. Normal wear and misuse are assessed separately.

Sealed hygiene products

Where a product is unsuitable for return for health or hygiene reasons once unsealed, change-of-mind returns are not accepted after its protective seal is broken. This may include qualifying products with an inner protective seal, such as certain hair waxes.

Applicable restrictions will be identified before purchase. This does not automatically apply to every grooming or cosmetic product. Rights for faulty, damaged, incorrect or misdescribed goods remain.

How to Return

Request a return through Account > Orders or email sales@esondirect.co.uk.
Provide your order number and the items you want to return. For product issues, describe the problem.
Follow the appropriate shipping instructions and pack your items securely.

We may ask about the purchase’s main purpose and how the product was used to identify the applicable conditions. Consumers do not need to give a reason for statutory cancellation. A valid statutory cancellation does not require our prior approval or use of our online form.

Put a note inside your parcel with:

Your order number.
The name used on the order.
Your email address.
The items being returned.

Missing details may delay identification but do not invalidate a statutory return.

Contact us before returning furniture, aerosols or flammable goods. For customer-arranged postage, we recommend tracking and keeping proof of postage.

Unless we provide different instructions, return to:

Eson Direct UK Ltd
Unit 3F & 3G Plymouth Road
West Chirton Trading Estate
North Shields
NE29 7TY
United Kingdom

Refunds

Refunds go to the original payment method, unless otherwise agreed.
Consumer cancellations: We refund without undue delay, within 14 days of receiving the goods or evidence of return, whichever is earlier. If we offer collection, the deadline runs from your cancellation notice.
Trade change-of-mind returns: We refund within 14 days of receiving and checking the goods.
Full consumer order cancellations: We refund the original standard delivery charge, excluding any extra paid for premium delivery.
Partial cancellations: Delivery refunds depend on the items retained and applicable law.
Any lawful loss-in-value deduction or applicable furniture return transport charge will be explained.

Your payment provider may take additional time to display the refund. Replacement remedies for faulty or incorrect goods remain available where applicable.