Refund policy

Return & Refund Policy (The Essential)

Last updated: March 13, 2026

We sell both made-to-order furniture (often factory-direct) and select in-stock items. Please read this policy before purchasing, as it affects cancellation, returns, refunds, and how we resolve issues.

How to Contact Us (Fastest Resolution)

To help us resolve quickly, include: Order number, item(s), and photos/videos if relevant.

Cancellations (24 Hours)

You may cancel an order for a full refund within 24 hours of placing it, as long as the order has not entered production, been packed, or been tendered for shipment. After 24 hours, many orders cannot be canceled because they may be in production or in transit.

Made-to-Order Items (No Returns for Preference)

Made-to-order items cannot be returned or refunded due to changes in preference, buyer’s remorse, incorrect assumptions about size/fit, or ordering the wrong color/finish.

Made-to-order items are eligible for a remedy if they are:

  1. Defective or damaged, or
  2. Materially different from what was advertised (for example: wrong item, wrong finish, missing major components, or a significant mismatch from the product listing).

Damage / Defect / “Materially Different” Claims (72 Hours)

Please inspect your delivery promptly and notify us within 72 hours of delivery (or within 72 hours of the first delivery attempt if the carrier required redelivery).

To report an issue, email care@theessential.com with:

  • Photos of the outer packaging
  • Photos of the shipping label
  • Photos/video clearly showing the issue

Resolution options (we choose the fastest appropriate option):

  • Replacement parts
  • Replacement item
  • Repair solution
  • Return pickup and refund (when appropriate)

Standard Returns (Non–Made-to-Order Items)

Eligible non–made-to-order items may be returned within 30 days of purchase if they are:

  • Completely unused and in like-new, fully resellable condition
  • Free of scratches, stains, odors, pet hair, wear, and damage
  • Returned with all parts, manuals, and accessories
  • Returned in original packaging (or packaging that provides equivalent protection)

Return authorization is required. Unauthorized returns may be refused or delayed.

Return Shipping (No Extra Bulk Fee)

For eligible returns, we provide return instructions. We do not charge an additional bulk return fee. However, items must be safely packaged for return; returns damaged due to inadequate packaging may be denied or reduced.

Non-Returnable / Non-Refundable Items

  • Made-to-order items (except defect/damage/materially different as described above)
  • Perishable items including frozen foods (for example: frozen cakes and breads)
  • Final sale items (clearly marked “Final Sale” at purchase)
  • Gift cards

Refunds (When and How)

  • Refunds are issued only after the returned item is received and inspected by our returns center.
  • If approved, refunds are typically processed within 5–10 business days to the original payment method.
  • Original shipping charges (if any) are non-refundable unless the return is due to our error or required by law.

Refused / Failed Deliveries

If a delivery is refused or cannot be completed due to an incorrect address, lack of access, or inability to receive the delivery:

  • You may be responsible for carrier return-to-sender, storage, redelivery, or re-shipping costs.
  • Any refund (if applicable) may be reduced by these costs.
  • Made-to-order items may not be eligible for refund in these scenarios.

Contact Us Before Filing a Chargeback

If something isn’t right, contact us first. We can typically resolve issues faster than a bank dispute. Filing a chargeback can delay resolution and may prevent return pickup or replacement from being arranged promptly.

If a chargeback is filed after merchandise has been delivered, we may require return of the merchandise (including arranging pickup) as part of resolving the matter. If merchandise is retained without payment, we reserve the right to pursue recovery of the merchandise and/or amounts owed, including through third-party recovery where permitted.

Contact

The Essential
care@theessential.com