Refund policy

At ESSTRIDE, we stand behind the quality of our products. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

This policy outlines your rights regarding refunds, replacements, repairs, and voluntary change-of-mind returns. Nothing in this policy limits or replaces your statutory rights under Australian consumer protection legislation.

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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-Day Policy)

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 delivery date for a store credit or full refund to your original payment method.

Change-of-mind returns are subject to the item condition rules and exclusions set out below.

Eligibility & Item Condition

To qualify for a voluntary change-of-mind return or exchange, your item must meet the following criteria:

• Condition: Unused, unworn, unwashed, and in the exact condition received;
• Packaging: In original packaging with all original brand tags, labels, and protective pouches intact; and
• Proof of Purchase: Accompanied by an order number, tax invoice, or confirmation email.

Non-Returnable & Excluded Items

For hygiene reasons and statutory business standards, the following items cannot be returned for a change of mind:

• Pierced earrings and body jewellery (due to public health and hygiene standards, unless faulty);
• Gift cards and store credits;
• Items marked as final clearance or final sale (where explicitly indicated); and
• Personalised or custom-made pieces.

Note: Exclusions do not apply if an item contains a manufacturing defect, is faulty, or fails to meet an Australian Consumer Law guarantee.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon receipt. If your order arrives damaged, defective, or you receive an incorrect item, contact us immediately at hello@esstride.com with your order number and clear photos of the issue.

If an item is determined to be faulty or incorrect, ESSTRIDE will cover all return shipping costs and provide your choice of an immediate replacement, repair, or full refund.

Step-by-Step Return Process

1. Submit Request: Email hello@esstride.com with your order number, the item(s) you wish to return, and the reason.
2. Receive Authorisation: Our support team will confirm eligibility and provide return shipping instructions.
3. Package Securely: Pack the item safely in its original packaging to prevent transit damage.
4. Post Parcel: Send the parcel to our Brisbane facility using a trackable postal service.

Refund Processing & Timelines

Once your return parcel is delivered to our facility, it will undergo inspection within 2 to 3 business days. We will notify you via email once your return has been inspected and approved.

Upon approval, your refund will be processed automatically to your original payment method. Depending on your financial institution or card issuer, refunds generally appear 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 advise using Australia Post with tracking, as ESSTRIDE cannot be held responsible for parcels lost in transit.
• Faulty or Incorrect Items: ESSTRIDE provides a prepaid return shipping label or reimburses standard postage costs.

Returns & Customer Support