Refund and Return Policy

Updated: April 27, 2018

Our goal is to ensure you’re happy with your purchase. For products that are eligible for a return, you may return your products within 15 days after receiving them, for a refund of the purchase price less any applicable restocking or shipping fees. We ask that you first contact our Customer Support team, as we can resolve most issues.

Customers within the United States:

Policy for Essential Phone and Essential 360 Camera:

  • This policy covers Essential Phones or Essential 360 Cameras purchased on Essential.com by customers within the United States.
  • For devices purchased elsewhere, please consult the respective retailer's policy by contacting them directly.
  • You have 15 calendar days to request a return from the date you received your order.
  • To be eligible for a refund, your device must be returned in its original condition, unmodified, and free of damage or changes to its cosmetic appearance.
  • Your device must be returned in its original packaging, including all accessories and documentation that were included when you received it e.g. the USB Cable, Headphone Adapter, and Fast Charger.

Policy for items purchased on Essential.com that are offered for use in connection with Essential Phone and Essential 360 Camera::

  • This policy covers items that are offered for use in connection with Essential Phone and Essential 360 Camera that are purchased on Essential.com by customers within the United States.
  • For items purchased elsewhere, please consult the respective retailer's policy by contacting them directly.
  • Opened items are not eligible for return or refund. If they are unopened, you have 15 calendar days to request a return from the date you received your order. You will be responsible for any return shipping fees.

Policy for devices or accessories purchased on Essential.com that are being offered for sale or resale on behalf of a third party manufacturer or seller (“Third Party Products”):

  • This policy covers Third Party Products that are purchased on Essential.com by customers within the United States.
  • For items purchased elsewhere, please consult the respective retailer's policy by contacting them directly.
  • Unless otherwise stated on the product purchase page for the Third Party Product on Essential.com, you have 15 calendar days to request a return from the date you received your order.
  • To be eligible for a refund, your Third Party Product must be returned in its original condition, unmodified, and free of damage or changes to its cosmetic appearance.
  • Your Third Party Product must be returned in its original packaging, including all accessories and documentation that were included when you received it.

Customers outside of the United States:

Policy for Essential Phone and Essential 360 Camera:

  • This policy covers Essential Phones or Essential 360 Cameras purchased on Essential.com by customers outside of the United States.
  • For devices purchased elsewhere, please consult the respective retailer's policy by contacting them directly.
  • You have 15 calendar days to request a return from the date you received your order.
  • To be eligible for a refund, your device must be returned in its original condition, unmodified, and free of damage or changes to its cosmetic appearance.
  • Your device must be returned in its original packaging, including all accessories and documentation that were included when you received it, e.g., the USB Cable, Headphone Adapter, and Fast Charger.
  • You are responsible for packaging your device securely to ensure it arrives safely, and you must use the return shipping label which we provide to you, the cost for which will be deducted from any refund. You will not receive any refund for the original cost of shipping your device to you.
  • Please note that you will not receive any refund for any import taxes, customs duties, or fees levied when you imported the device, since these were not charged or received by Essential.

Policy for items purchased on Essential.com that are offered for use in connection with Essential Phone and Essential 360 Camera:

  • This policy covers items that are offered for use in connection with Essential Phone and Essential 360 Camera that are purchased on Essential.com by customers outside of the United States.
  • For items purchased elsewhere, please consult the respective retailer's policy by contacting them directly.
  • Opened items are not eligible for return or refund. If they are unopened, you have 15 calendar days to request a return from the date you received your order.
  • You are responsible for packaging your accessories securely to ensure they arrive safely, and you must use the return shipping label which we provide to you, the cost for which will be deducted from any refund. You will not receive any refund for the original cost of shipping your items to you.
  • Please note that you will not receive any refund for any import taxes, customs duties, or fees levied when you imported the accessories, since these were not charged or received by Essential.

Return / Refund Process:

  • Contact Customer Support at support@essential.com to request a return.
  • If you are eligible for a return, the representative will gather the required information and initiate the return process.
  • Once we receive the item and verify it is undamaged, we will initiate a refund, less any applicable restocking or shipping fees. Refunds will be sent to the original method of payment within seven business days of receipt of the returned item.

Customers in the United States:

  • For returns on Essential Phone or Essential 360 Camera, you will receive a refund of the purchase price less restocking fees.
  • For returns on unopened accessories, you will receive a refund of the purchase price less shipping fees.

Customers outside of the United States:

  • For returns on Essential Phone, Essential 360 Camera, and unopened accessories, you will receive a refund of the purchase price less shipping and restocking fees.
  • Please contact your card issuer for questions about when the credit will be posted to your account. Typically this occurs within 2-3 business days.

Restocking Fees:

Restocking fees do not apply to devices that are returned unopened or are returned due to a manufacturing defect.

Product Restocking Fee
Essential Phone $35
Essential 360 Camera $20
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