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  • Warranty Policy
Note: This policy is only applicable for products purchased on esrgear.com. For products purchased on Amazon, other websites, or in a physical store, please visit esrgear.com/contact to contact Customer Support for assistance. Our friendly customer support team will reply quickly to help with any questions or concerns.

Intro


ESR provides a simple and direct warranty that ensures any product issues can be resolved quickly and easily. Please refer to chart below for the warranty timeframes of various products, as the warranty periods may differ.
This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

Warranty Timeframes


Item Warranty Period (Months)
Protective Cases 24
Screen Protectors 24
Wireless Chargers 24
PD Chargers 24
Cables 24
Power Banks 24
Earphones 18
Car Accessories 24
Other Accessories 24

30-Day Money-Back Guarantee


A full refund can be requested within the first 30 days of the warranty period.

Refund requests for the 30-day money-back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For quality-related issues, please see below.

Warranty Claims for Quality-Related Issues


• All quality-related issues for items sold directly by esrgear.com are covered by an extensive warranty, starting from the date of purchase (see top of page for your product warranty timeframes).
• Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
• For quality-related warranty claims, items will be replaced with a model of equal value when available, otherwise a new item will be sent.

Process:
• Buyer must provide order number of purchase from esrgear.com
• ESR must document what happens when buyers troubleshoot the product
• The defective item’s visible proof depicting the defect are required
• It may be necessary to return an item for quality inspection
• After confirmation of all necessary information, ESR will offer a replacement (in-warranty period) or a full refund (for first 30 days of the warranty period)

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address to which item was originally shipped.)
It is not possible to process a warranty claim for items that have passed their original warranty period.

Not Covered Under Warranty:
• Products without sufficient proof of purchase
• Lost or stolen products
• Items that have passed their warranty period
• Non quality-related issues (after 30 days of purchase)
• Free products
• Repairs through 3rd parties
• Damage from outside sources
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
• Products not received due incorrect shipping information provided
• Errors in tax calculations due to incorrect postal code provided

ESR is not liable for


• Misuse of the products, or non-compliance of user manual
• Any accidental, indirect or punitive damages incurred from use of ESR products, including but not limited to; loss of data, device damage, monetary loss etc.
• Any deliberate distortion or abuse of warranties for personal benefit

Note: ESR reserves the right to final explanation of all the above terms.
1. When will I receive my order?(Only ship to the U.S.)
All orders are processed within 2 business days. Shipping times depend on the shipping method available in your region:
Standard Shipping - 3-7 business days for delivery (subject to stock availability)
Priority Shipping - 1-3 business days for delivery (subject to stock availability)
Note: These shipping times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer shipping times.

2. What should I do if my package is lost?
If you feel that your package is lost or missing, please contact our support team ASAP. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information, it will take 5 to 7 business days to process. We will do our best to handle your case quickly.

3. How do I change my shipping method after placing an order?
Unfortunately, once an order is placed you will not be able to change the shipping method. Be sure to double check before giving the go-ahead!

4. What should I do if my package was damaged upon delivery?
If you noticed that your package is damaged when you sign for it, please keep the original packaging and contact our support team ASAP. When you contact us, be sure to include pictures and evidence along with your claim. Once we obtain all of the relevant information, it will usually take 5 to 7 business days to process.

5. What should I do if I received the wrong order or something is missing from my order?
If you received the wrong order or something is missing from your order, please contact our customer support team ASAP with photo evidence of your claim. Once we receive your claim we will process it ASAP.
1. Which methods of payment do you accept?
Currently, the available payment methods are PayPal, credit cards and debit cards (Visa, Mastercard, American Express, Discover). For PayPal inquires, please contact PayPal directly at 1-888-221-1161 (U.S.) or 1-402-935-2050 (calling from outside the U.S.).

2. Does ESR collect and store my credit card details?
We do not collect or store your credit card details. All payments are handled by either PayPal or your credit card provider, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s secure site. Your credit card details are never accessible to us.

3. What do I do when my online transaction fails?
A few reasons a transaction may have failed include:
A problem with the credit card.
Your online payment gateway settings.
Incorrect card details provided during payment.

Here is a list of actions you could take should the transaction fail:
Make sure that your debit/credit card details are correct when making a purchase.
Try using an alternative card or payment method such as PayPal if possible.
Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.
If you are still having transaction problems, please contact us with the details of the error message.

4. Payment code guide
Code 1023, 1010, 1004, 1015
The card you selected can't be used for this transaction (some cards have restrictions on where and how they can be used).
What you can do:
Call your bank to authorize your payment directly.
Use a card that supports international e-commerce payments.
Try a different payment method.

Code 1024, 1014
There was a system issue (this has been logged and will be investigated by our team).
Meanwhile you may:
Check your card details for any typos
Clear your browser cache and cookies
Wait a few minutes and try again

code 1001, 1003
The funding source you selected couldn't be used for this transaction.
A funding source might fail for these reasons:
The billing address associated with the card could not be confirmed.
The transaction exceeds the card limit.
The transaction was denied by the card issuer.
What you can do:
Check your billing address under My Orders.
Top up your card or account balance.
Change to a card or account with sufficient funds.
Choose a different payment method.
If you're using PayPal, please visit your local PayPal website or call your local PayPal customer service for help.

Code 1012, 1002
The transaction failed for unknown reasons.
Here's what you can do:
Clear your browser cache and cookies and restart your browser, or use a different browser.
Contact your bank or card issuer to authorize the payment.
Initiate a new payment and double check your card details.
Use a different card or payment method.
Attempt to pay again after waiting 30 minutes.

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Thank you for visiting our after-sales self-service web page.Here, we hope that you will be able to resolve whatever problems you are experiencing.We’re very sorry for whatever inconvenience your purchase may have caused you.
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