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Claiming Credit On Third-Party Deliveries

This page relates to claims being made on deliveries being made by third-party couriers. To claim against a delivery made by an Essential Van or Lorry visit our Returning Goods & Claiming Credit on Essential Deliveries page.

What should I do if my order being delivered today arrives with visible damage?

When the third-party driver asks you to sign for the delivery, please make sure to make a note stating the consignment was delivered damaged. Then please e-mail haulier@essential-trading.coop or call 01179430815 within 24 hours of the delivery, to let us know about the damage, so we can claim it with the haulier company and issue you a credit note. (A short/quick email on the day of delivery will suffice; you can follow it on the following week with the complete list of product codes affected by the damage. If possible, please also email us photos of the damaged pallet/products.)

How do I make a claim about descrepencies in my order?

Make a claim by email to this address: haulier@essential-trading.coop

You will need to provide:

  1. Your customer code and the invoice number on which the goods were bought.
  2. Product code/s
  3. Reason/s for credit

Valid Claims

For your claim to be valid we ask that:

  1. You notify us within 5 working days of receipt of the goods.
  2. You provide full invoice details and product codes.

Claims will be refused if:

  1. You have had the goods in your possession for more than 5 working days
  2. The goods are Special Order items obtained solely on your behalf and which are not part of our normal stockholding.

I made a credit claim but have not been issued a credit or claims number

It is the customer’s responsibility to ensure that Essential receives all claims. If you have not had a response to your claim within 5 working days, please contact us.

We do not offer a Sale-or-Return policy. Goods ordered in error may be returned provided the customer organises their return to Essential in the same condition they were received (ie: in its original packaging, with no damage and not price marked), however, we reserve the right to charge on returns made on this basis, which will be 20% of the value of the goods (before VAT).

If you have any further queries regarding haulier claims then please contact our Haulier team on Call 01179430815 or E-mail haulier@essential-trading.coop.