Return & Refund Policy
- DVDs & Books:
Returns are accepted on unopened DVDs that are still in their original cellophane packaging and on books in perfectly new condition (no creases, folds, tears, or marks)—for up to 30 days after the purchase was made.
Refunds will not be available for DVDs that have been removed from their plastic wrapping. After 30 days, we reserve the right to refuse any refund.
Proof of purchase must be provided for every refund (invoice, transaction ID, mailing label, etc).
Before returning any DVD or Book*, please contact firstname.lastname@example.org for proper return and refund procedures. Any returns processed without having emailed customer service beforehand will not be accepted.
*Books eligible for return do not include Instructor Certification manuals.
Due to the current circumstances with Covid-19, there may be a slight delay receiving returns in our warehouses due to limited staff. We are doing our best to process returns as soon as possible and appreciate your patience in the meantime.
For defective disk replacement requests, please fill out this form.
- Instructor Certification Material: All Instructor Certification material (including Manuals and Pre-Choreographed Workouts - PCWs) is final sale and will not be refunded, credited or exchanged.
- Streaming Membership:
Our regular return policy DOES NOT APPLY to our monthly and annual streaming memberships. All monthly and annual streaming subscription purchases are final. Click here for information on how to cancel your streaming membership
- Can I do an exchange?
We are unable to accept items for exchange at this time. We apologize for any inconvenience this may cause. Please submit your order for return and feel free to re-order at your own leisure.
- How will I be refunded?
Essentrics will refund the amount of the original order (minus a minimum $7-10 shipping and handling fee), within 30 business days of your shipping date. The amount will be reimbursed in the same method of payment used for the original purchase. If the original payment was sent using a PayPal account balance or bank account, the funds will be credited back to the sender's account.
- How much does it cost to return my products?
Customers are responsible for return postage fees. Standard shipping is acceptable but Essentrics is not responsible for any lost or missing packages. If you would like to ensure that your package gets back to us safely, we recommend shipping with a traceable service and keeping your tracking number for your own records.
*Note: Product defects or shipment errors must be reported to email@example.com within 90 days of the reception of your order. Do not discard the defective or incorrect product until you receive return instructions and your replacement. Any shipping costs incurred as the result of an incorrect or defective product will be covered by Essentrics.
We stand behind the quality and authenticity of our products. If there is something wrong with your order—we want to know. Please email us at firstname.lastname@example.org or call us at 514-989-0236.
- Can I return opened products?
Due to copyright issues, once a DVD is removed from its cellophane packaging, we are no longer able to accept it for refund. Previews of all DVDs are made available online on each product page so that you do not need to open the DVD to sample the content. To return a book, it must be in perfectly new condition with no creases, folds, tears, or marks.
If you're unsure of which product will be best for you please consult our Beginners Guide or contact our customer service team at email@example.com or at 1-514-989-0236 (long distance charges may apply).
- How long does it take to process a return? It takes 10-14 business days (excluding holidays and weekends) to process a return. If you used a traceable shipping service and you can confirm that your order is in our warehouse, please let us know. Otherwise, we will contact you via email when we’ve received your return and refunded your order.