Refund policy

Returns Policy (South Africa only)

We have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return. Any return requests submitted after this period will unfortunately not be accepted.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition as when received

  • Unworn, unused, and unopened

  • In its original packaging with all tags intact

  • Accompanied by the original receipt or proof of purchase

How to Start a Return

To initiate a return, please contact us at sell@essora.co.za within the 14-day period.

Once your return request has been approved, you will be required to send the item to the following address at your own cost, unless the return is due to an error on our part:

317 Silver Street
Muckleneuk
Pretoria
South Africa
0002

Items returned without prior approval will not be accepted.

Processing of Returns

If your return is approved, a credit or replacement product will be issued within 14 days of us receiving and inspecting the returned item.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon receipt. If your item is defective, damaged, or incorrect, contact us at sell@essora.co.za as soon as possible so that we can assess the issue and resolve it promptly.
In these cases, return shipping costs will be handled in line with the Consumer Protection Act.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Opened or used items

  • Sale or clearance items

  • Gift cards

Exchanges

The fastest way to receive the item you want is to:

  1. Return the original item (subject to approval), and

  2. Place a new order once your return has been accepted.

Refunds

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.

If approved:

  • Refunds will be processed to your original payment method within 10 business days

  • Please note that processing times may vary depending on your bank or payment provider

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at sell@essora.co.za.