Category

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 are on hand to quickly 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

45-Day Money-Back Guarantee

Undamaged and resaleable products may be returned for a full refund within 45 days of the date the item was delivered to the designated shipping address.

Undamaged and resaleable product return conditions include but are not limited to:

  • Returns must include all items sent in the original package.
  • Returns must be sent in the original undamaged packaging.
  • The RMA (Return Merchandise Authorization) number provided by ESR must be visible on the shipping label.

Refund Policy:

  • For non-quality related warranty claims, the buyer is responsible for the return shipping costs and ESR will refund the cost of the product itself.
  • For quality-related warranty claims, ESR is responsible for return shipping costs and will refund the total cost of the order. (With multi-product orders, ESR will refund the cost of the product itself.)
  • For quality-related warranty claims, the buyer must provide sufficient proof of their claim, including but not limited to: text description, images, and videos.

Process of Returns:

  1. Contact us via com/contact to obtain a Return Merchandise Authorization (RMA) Number and shipping address.
  2. Write the RMA number on the shipping label on the outside of the package.
  3. Repack the items in their original packing and make sure to use a sturdy protective box to ship the items that are being returned.
  4. Returns may be rejected if items do not meet the above requirements.
  5. ESR is not responsible for products that are damaged due to poor packaging, defaced packaging, or lost shipments.
  6. It is not possible to process a request for a refund for non-quality issues with items that have exceeded this 45-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 delivery. (see top of page for product warranty timeframes).
  • Warranties on all replacements follow the same warranty timeframe as the original defective item or have a timeframe of 3 months after being replaced, depending on which is longer. After a product has been fully refunded, warranties are void.
  • For quality-related warranty claims, where the original item is out of stock and cannot be replaced, it will be replaced with an item of equal value.

Process:

  • The buyer must provide the order number of their purchase made on esrgear.com
  • ESR must document what happens when buyers troubleshoot the product.
  • Visible proof of the item’s defect is required, such as a photo.
  • 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 refund (for first 45 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 the address to which the 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 45 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 to the incorrect shipping information provided
  • Errors in tax calculations due to the 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.

Shipping & Delivery

1.What countries does ESR ship to?

Currently, ESR ships to the US and UK. We plan to expand to more countries in the future.

2.How much does shipping cost?

For the US, shipping is free on all orders over $28 and we charge $4.50 for orders under $28.
For the UK, shipping is free on all orders over £22 and we charge £3.60 for orders under £22.

3.When will I receive my order?

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.

4.How can I track my order?

After placing your order, you ‘ll receive a shipping confirmation email from Fulfillment by Amazon on behalf of Illusdesign_ESR Authorized. Please click on the link provided in the email to view the up-to-date tracking status of your package. You can also contact our dedicated customer support team at https://www.esrgear.com/support/contact/ to check the status of your order.

5.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!

6.What should I do if my package is lost?

If you feel that your package is lost or missing, please contact our support team at https://www.esrgear.com/support/contact/ as soon as possible. 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.

7.What if I have a problem after my order has been delivered?

A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. If you encounter any of the following problems with your order, please contact us at https://www.esrgear.com/support/contact/ within three business days of receiving your order with a detailed description of the issue(s) you are having along with any other relevant information:

(1). Damaged items in the package.
(2). Items in the package are not the products you ordered or some items are missing.
(3). The package is marked as having been signed for on the courier’s website, but you did not receive the package.

Payments

1.How can I pay for my order?

Cards: Visa, Mastercard, American Express, Discover, or Diners Club
Paypal: For PayPal inquiries, please contact PayPal directly at 1-888-221-1161 (US) or 1-402-935-2050 (calling from outside the US).

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.How can I use my coupon code?

You can apply your coupon code on the cart page or checkout page. To use your coupon code on the cart page, enter the code you have in the blank column and click the “Apply coupon” button. Don’t forget to click “Proceed to checkout” to complete the order. To use your coupon code on the checkout page, you need to click the text “Click here to enter your code” at the top of the page. After entering the code, click the “Apply coupon” button. Again, don’t forget to click “Proceed to checkout” to complete the order.

4.How long does it take to process a refund?

Refunds will be returned using the same method that was used to make the payment. The refund process will be completed in about 5-14 working days, depending on the bank or credit card issuer.

5.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.

6.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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