Refund policy
Our 30-day money-back promise
If Protocol 01 is not for you, tell us within 30 days of receiving your first order and we refund it, even if the box is open. Email markus@essense.co with your order number. This promise applies to your first order and is in addition to your statutory rights below.
Your 14-day right to cancel
As a consumer you may cancel your order without giving any reason within 14 days of the day you (or a person you nominate) receive the goods. For pre-orders, this period starts on delivery. You can additionally cancel free of charge at any time before dispatch.
How to cancel
Email markus@essense.co or write to Essense, a trading name of Ecombase Group Ltd, 434 St Ann's Road, London N15 3JH, United Kingdom, with a clear statement that you wish to cancel, or use the model cancellation form below. To meet the deadline it is enough to send your cancellation before the 14 days expire.
Returns
Under the statutory right, return the goods to Essense, a trading name of Ecombase Group Ltd, 434 St Ann's Road, London N15 3JH, United Kingdom, without undue delay and within 14 days of telling us you cancel, unopened and in original packaging. You bear the direct cost of returning the goods unless the product is faulty. For hygiene and food-safety reasons, opened or unsealed supplements cannot be returned under the statutory right unless faulty; opened products are covered by our 30-day promise above.
Refunds
We refund all payments received including delivery within 14 days of receiving the goods back (or proof of return), using the original payment method, at no fee.
Faulty products
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If not, contact us at markus@essense.co and we will refund or replace.
Subscriptions
Cancelling a subscription stops future renewals. See the Subscription Policy. The 14-day right applies to each delivered order.
Model cancellation form
To Essense, a trading name of Ecombase Group Ltd, 434 St Ann's Road, London N15 3JH, United Kingdom, markus@essense.co: I hereby give notice that I cancel my contract of sale of the following goods: [...] Ordered on/received on: [...] Name and address of consumer: [...] Date: [...]
Last updated: 26 September 2026