Refund policy

Esher Returns & Refund Policy

Overview

Every Esher piece is made with care, and we want you to love what you receive. If something isn't right, please tell us and we'll help.

We currently deliver physical products within South Africa only. Digital products are available worldwide.

This policy applies to all purchases from Esher through our online store, social media, markets and direct orders. It does not limit your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Change of mind

You may cancel an online order for a physical, non-personalised item within 7 days of receiving it. Email us to let us know, then return the item within 14 days.

To qualify, items must be:

  • Unused and unworn

  • In their original condition and packaging, with all tags and cards

  • Returned with proof of purchase

Return shipping is at your cost. Please use a tracked courier service; items remain your responsibility until they reach us. We may reduce a refund if an item comes back used or damaged.

Once we receive and inspect the item, we refund the purchase price and the original standard delivery fee. Express or upgraded delivery fees are not refunded.

You may cancel an order before it is dispatched for a full refund. Personalised orders can only be cancelled before production has started. We do not offer direct exchanges; please return the item and place a new order.

Damaged, faulty or incorrect items

Physical products are covered against defects for 6 months from delivery. If your order arrives damaged or incorrect, please contact us as soon as possible, ideally within 48 hours, with photos of the item and packaging. Keep the packaging until your claim is resolved.

Once we confirm the problem, you may choose a repair, a replacement or a full refund. We cover the return shipping and the cost of sending the repaired or replacement item to you.

One-of-a-kind pieces. Many of our pieces are handmade and one of a kind, so an identical replacement isn't possible. Instead we offer a repair, a comparable piece of similar design and value, or a full refund.

Handmade variation. Small differences in size, colour, texture and finish are a natural part of handmade work and are not defects. Product photos may differ slightly from the item you receive.

Not covered: damage from misuse, accidents, water, perfume or chemicals, normal wear, tarnishing, or repairs by anyone other than Esher. If a returned item is found not to be faulty, we will send it back to you and shipping both ways will be at your cost.

Non-returnable items

The following cannot be returned for a change of mind, but are still covered if they arrive damaged, faulty or incorrect:

  • Personalised, engraved or custom-made items

  • Anointing oil, resins and other consumables once the seal has been opened

  • Earrings and piercing jewellery removed from their sealed packaging

  • Individual items from a gift box (gift boxes are returned as a complete set)

  • Gift cards

  • Digital products

Anointing oil and resins are natural products and may vary in colour, scent and texture between batches. Anointing oil is for external use only and is not intended to be consumed. Please read the ingredients on the label and test a small amount on your skin before use.

Digital products

Because digital files cannot be returned once downloaded, all sales of digital products are final. Before checkout, you'll be asked to confirm that you want immediate access and understand that you lose your right to cancel once the download is available.

If a file is faulty, incomplete or not as described, contact us within 30 days of purchase and we'll send a corrected file or refund you in full. If you bought the wrong product, let us know within 7 days and we'll swap it for another digital product of equal value.

Refunds are not given for change of mind, software or printer compatibility, or differences in print colour. When a file is refunded or swapped, access to the original download ends.

Digital products are for personal use only and may not be shared, resold or reproduced.

How to start a return

  1. Email us at [email address] with your order number, the item, the reason for the return and photos if relevant.

  2. We'll reply within 3 business days with return instructions. Returns sent without approval may not be accepted.

  3. Send the item back within 14 days, securely packed and tracked.

  4. We'll inspect the item within 5 business days of receiving it and confirm the outcome by email.

Refunds

Approved refunds are paid to your original payment method within 30 days, usually much sooner. Your bank may take a few extra days to process it.

If a parcel is returned to us because it was refused, not collected or sent to an incorrect address, we will refund the item price less the delivery and return shipping costs, or resend it at your cost.

Contact us

If you have any questions or concerns, please reach out first and we'll do our best to resolve them quickly.

  • Email: [email address]

  • WhatsApp: [number]

  • Returns address: [physical address]

  • Registered name and number: [details]

This policy is governed by South African law. Unresolved complaints may be referred to the Consumer Goods and Services Ombud.

Last updated: 12 October 2026