RETURN / REFUND POLICY
To log a return please read below and visit https://esque.myreturnscenter.com/
Our policy lasts 10 calendar days. Should you wish to exchange or return and obtain a refund for your purchased product within 10 calendar days after delivery has taken place, you will be obliged to cover the shipping costs and a 10% admin fee. Esque will happily credit you for the cost of the product (excluding cost of shipping and admin fee).
If 10 calendar days have gone by since your receipt of delivery, unfortunately we can’t offer you a return, refund or exchange.
To be eligible for a return in any case, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We unfortunately cannot accept returned products that have been ordered in specifically for you or in bulk or made specifically for you as in 'made to order' products, this includes the customised products. Suppliers and Factories do not accept these returns. We also cannot accept a return once the item has been transported by yourselves from the original delivery address from where Esque delivered to.We outsource our deliveries to various courier companies, and once items are delivered to your specified delivery address, there is a 10 day return policy available to you as the customer whereby the customer must notify Esque they wish to return the item. Once this time frame has expired, the order is closed and we can no longer accept any returns no matter the reason. We are only responsible to deliver items to the specified delivery address. Esque will not be held liable for any damage that may occur at the delivery address, after we have delivered and POD has been signed. Further transportation thereafter is at your own risk and Esque will not be held responsible. Items transported outside of South Africa by yourselves will result in your return policy forfeited.Esque is not responsible for export packaging.
Please do not send your purchase back to the manufacturer. They wont know what to do with your product.
Please contact us on email@example.com and we will arrange for the item to be collected from you by our couriers who will return it to the correct depot for assessment.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card.
Esque guarantees that our imported products will be free from defective material and workmanship and we offer a 6 month quality guarantee.
We will only be liable to honour a guarantee if:
the defect existed at the time of delivery and/ or manifested during the warranty period;
the defect did not arise due to normal wear and tear or abuse by the customer;
Should you be unhappy with your product during the guarantee period please send us a photo of the defect along with a written description of the flaw. After assessment we will then be in contact with you to make arrangements either for repair or replacement if possible.
Refunds are processed at month end and will take a few days to reflect between different banks.
If you still have not received your refund, please contact us at
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If the items are delivered damaged, please do not accept the delivery. Rather take photos and send it straight back with the courier driver. Please email the photos to firstname.lastname@example.org and after investigations we will get right onto your replacement unit. If items are damaged after delivery due to what ever reason - we cannot be held reliable after delivery has been completed.
Cancelled orders (before delivery takes place) could be liable for a 5% handling fee depending on status of order.
Common Return Questions
What items are returnable?
- Items that are within 10 days of receipt of your shipment.
- Unused or in the same condition as when it was delivered.
- In the original packaging.
What items are non-refundable or non-returnable?
- Free gifts or promotional/sale items
- Orders that have exceeded the 10 calender day time frame from date of delivery
- Custom made items and items made to order.
- Items on back order.
Are there any charges for return?
- 10% admin fee.
- Original shipping charge is non-refundable.
- you will be charged for the return shipping fee.
all the above charges are waivered IF the item is delivered damaged. This will be confirmed once investigation is complete.
For full T&Cs and Return Policy details, please visit https://www.esque.co.za/