Refund & Return Policy

Overview

We want you to be happy with your purchase. If you’re not quite satisfied, we’re here to help.

Our returns policy is designed to comply with the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. Please read the information below to understand how returns, refunds, and exchanges work when you shop with us.

Change of Mind Returns

We understand that sometimes you might change your mind. If you’d like to return an item for this reason, we offer a 14-day return window from the date your order is delivered.

To be eligible for a change-of-mind return:

  • The item must be unused, unworn, and in its original condition, with all tags and packaging intact.
  • You’ll need to provide proof of purchase, such as your order confirmation or receipt.
  • Return shipping costs for change-of-mind returns are your responsibility. We recommend using a tracked service.

Please note: We do not offer refunds or exchanges for items that:

  • Have been worn, washed, damaged, or altered.
  • Are not returned in original packaging or are missing tags.
  • Were purchased as final sale or clearance, unless the item is faulty.

Faulty, Damaged, or Incorrect Items

Under the Consumer Guarantees Act, you are entitled to a refund, repair, or replacement if the item:

  • Is faulty or damaged through no fault of your own,
  • Is significantly different from its description,
  • Doesn’t do what it’s supposed to do.

If your item arrives damaged or faulty, please contact us at info@esf.nz within 7 days of delivery. Include:

  • Your order number
  • Photos of the fault/damage
  • A description of the issue

We’ll assess the claim and, if valid, offer a replacement, repair, or full refund, including return shipping costs.

How to Return an Item

To initiate a return, please contact us at info@esf.nz with your order number, receipt, and a brief explanation of the reason for your return.

Our team will respond with return instructions and the appropriate return address.

When returning your item:

  1. Pack the item securely in its original condition, including all packaging and tags.
  2. Send the parcel using a tracked courier service, and provide us with the tracking number once shipped. Please note: Return shipping costs are the responsibility of the customer.

Once we receive your return, our team will inspect the items to ensure they meet our return criteria. If approved, your refund will be processed via your original payment method.

Refunds

Refunds will be issued to your original payment method once your return is received and inspected. Please note: Original shipping costs are non-refundable.

Please allow up to 5–10 business days for your refund to be processed.

You will receive a confirmation email once the refund is complete.

Exchanges

We do not offer direct exchanges. If you’d like a different size or product, please return the original item for a refund and place a new order.

Contact Us

If you have any questions about your order or our returns process, feel free to get in touch: info@esf.nz