Essential | Refund and Return Policy

Updated: January 10, 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 fee. We ask that you first contact our Customer Support team, as we can resolve most issues.

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 all other items purchased on Essential.com:

  • This policy covers all other items 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 other than Essential Phone and Essential 360 Camera 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.

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. For returns on unopened accessories, you will receive a refund of the purchase price less shipping fees. Refunds will be sent to the original method of payment within five business days of receipt of the returned item.
  • 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.
  • Essential Phone restocking fee: $35
  • Essential 360 Camera restocking fee: $20
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