Returns and Refund Policy
For products we hold, our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please note, we do not normally provide return of products based on a change of mind.
CUSTOM DESIGN REFUND POLICY:
For customization design, refund is only possible before the you the customer has provided our designer the design brief. You are entitled to use the works completed thereafter however a refund will not be possible as you are purchasing a service rather than a specified product.
CUSTOM APPAREL/MERCHANDISE REFUND POLICY:
Due to ESGO products being of a fully customized nature, refund is only available up to 24 hours if it is due to change of mind. No refund would be possibly after this 24 hour period due to the product being unique in design and the works are not reversible. For this reason, please ensure you consult the sizing chart for exact specifications before making your purchase request.
No refund is possible due to design related errors. We use a two step approval process to confirm the design is ready for printing before making the product publicly available. Any design related errors noted after this approval process is the responsibility of the client and not ESGO.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery
Refunds (if applicable)
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 or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
- Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 25 Nicholas St Blacktown New South Wales AU 2148.
To return your product, you should mail your product to: 25 Nicholas St Blacktown New South Wales AU 2148
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To return a product, please proceed to the SUPPORT page.