Returns - Policy and Process

Our goal is to ensure you're happy with your purchase. Please feel free to reach out to our Support team if you are having issues with your Essential products.

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 shipping costs and applicable restocking fee. For more details, you can refer to our full Refund and Return Policy.

Step 1: Contact us to start the return process

  1. Gather the following information about the items you wish to return
    • Sales order number (starting in "WSO")
    • Email address used to place the order
    • For Phone and 360 Camera, the serial number(s) of the devices being returned
  2. Contact Support to request a return and include the above information


Step 2: Receive your instructions or materials

For Essential Phones and 360 Cameras: We will send you a shipping box and prepaid return label to send us back your devices. 

For all other items: Our Support team will provide you with instructions on how to return your items to us. 


Step 3: Pack it up

Be sure to include all of the following in order to receive your refund:

  • All of the original packaging
  • The device itself, in its original condition
  • All accessories, documentation, and anything else that was included with the original purchase
  • Accessories must be unopened to be eligible for a refund

Do not include:

  • Your SIM card
  • Any cases or skins
  • Other accessories that did not come with the original purchase

Important: Be sure to transfer, back up, or erase all personal and other data on the device before sending it back. Essential isn’t responsible for any use or disclosure of any data that is left on the device.


Step 4: Send it back

To ensure the device arrives in its original condition, securely package it using the original shipping carton, or other protective packaging. Affix the attached shipping label to the package, ensuring that any previous shipping labels are removed or covered.


Step 5: Receive your refund

Once we receive your device and confirm that it is in its original condition and includes all original packaging and accessories, we will issue a refund to your original method of payment. Your refund will be for the value of the returned device, less any original shipping & handling charges and applicable restocking fee.

You will receive your refund within 14 business days after Essential receives the device.