RETURNS & EXCHANGES
At ESSTRIDE, we stand behind the engineering and quality of our gear. Our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law (ACL).
Australian Consumer Law Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. A product has a major failure when:
- It has a problem that would have stopped someone from buying it if they had known about it;
- It is unsafe, defective, or significantly different from the description, sample, or demonstration; or
- It does not do what we said it would, or what you asked for, and cannot be easily fixed within a reasonable timeframe.
Change of Mind Returns (100 Days)
In addition to your statutory rights under Australian law, ESSTRIDE offers a voluntary 100-day change-of-mind policy.
If you decide your purchase is not right for you, you may return the item within 100 days of the confirmed delivery date for store credit or a full refund back to your original payment method.
Change-of-mind returns remain subject to the condition standards and exclusions outlined below.
Eligibility & Item Condition
To qualify for a voluntary change-of-mind return or exchange, your item must satisfy the following checks:
- Condition: Unused, unworn, unwashed, and in the exact condition originally received;
- Packaging: In original packaging with all brand tags, labels, and protective pouches intact; and
- Proof of Purchase: Accompanied by your order number, tax invoice, or confirmation email.
Non-Returnable & Excluded Items
For health, hygiene, and clearance standards, the following items cannot be returned for a change of mind:
- Pierced earrings and body jewellery (due to public health and hygiene regulations, unless deemed faulty);
- Gift cards, voucher codes, and promotional store credits;
- Items marked as final clearance or final sale (where explicitly indicated at checkout); and
- Personalised, engraved, or custom-built pieces.
Damaged, Faulty, or Incorrect Items
Please inspect your package upon delivery. If your order arrives damaged in transit, contains a defect, or you receive the incorrect item, contact us immediately at hello@esstride.com with your order number and clear photos of the issue.
If an item is assessed as faulty or incorrect, ESSTRIDE will cover all return postage expenses and provide your choice of an immediate replacement, repair, or full refund.
Step-by-Step Return Process
Submit Request
Email hello@esstride.com with your order number, item(s) to return, and the reason.
Get Authorisation
Our support team will verify eligibility and issue return shipping instructions and address details.
Pack Securely
Repack the item carefully within its original packaging and protective sleeve to prevent transit damage.
Post Parcel
Send the parcel to our Brisbane facility using a trackable postal service (e.g. Australia Post).
Refund Processing & Timelines
Once your return parcel arrives at our facility, our quality team will inspect the item within 2 to 3 business days. You will receive an automated email confirmation once inspected.
Upon approval, your refund is processed automatically to your original payment method. Depending on your financial institution or card issuer, funds typically reflect in your account within 3 to 7 business days.
Return Shipping Costs
Change of Mind: Return postage costs are the responsibility of the customer. We strongly recommend choosing Australia Post with signature/tracking, as ESSTRIDE cannot be held liable for parcels lost in transit.
Faulty or Incorrect Items: ESSTRIDE provides a prepaid return shipping label or reimburses standard trackable postage costs upon assessment.
NEED TO INITIATE A RETURN?
Our Brisbane customer care desk is on standby to assist with size swaps, warranty assessments, and return authorisations.