Returns & Refund Policy

At Espé , we are committed to complying with the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

This policy outlines your rights and our obligations regarding returns, repairs, and refunds.

1. Change of Mind

Please choose carefully. Under the Australian Consumer Law, we are not required to provide a refund or replacement if you simply change your mind, find it cheaper somewhere else, decide you did not like the purchase, or have no use for it.

2. Consumer Guarantees

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.

3. Assessing the Fault (Minor vs. Major)

If you believe your product is faulty, please contact us immediately.
All returned goods will be assessed by our team to determine the nature of the failure.

  • Minor Failures: If the problem with the good is minor (e.g., it can be easily fixed within a reasonable time), we reserve the right to choose the remedy. At our discretion, we will either:

    1. Repair the good;

    2. Replace the good; or

    3. Offer a refund.

  • Major Failures: If there is a major failure with the item, you have the right to choose whether you prefer a replacement or a refund.
    A major failure is when the item:

    • Has a problem that would have stopped someone from buying the item if they had known about it;

    • Is unsafe;

    • Is significantly different from the sample or description; or

    • Doesn't do what we said it would, or what you asked for, and can't be easily fixed.

4. Exceptions to Guarantees

Consumer guarantees do not apply, and we will not offer a repair, replacement, or refund if:

  • The good was damaged through abnormal use, misuse, or abuse.

  • The defect is a result of normal "wear and tear".

  • You were made aware of the fault before you purchased the product (e.g., buying clearance "seconds").

  • You used the product in a way contrary to the manufacturer’s instructions.

5. Return Process & Shipping Costs

To process a return under the Australian Consumer Law:

  1. Proof of Purchase: You must provide a receipt, tax invoice, or verifiable bank statement proving the item was purchased from us.

  2. Assessment: You are responsible for returning the item to us for assessment.

    • If the item is found to have a genuine fault covered by the ACL, we will reimburse you for reasonable standard return postage costs (please keep your postage receipt).

    • If the item is assessed and found not to be faulty, or the fault was caused by abnormal use, you will be responsible for the return shipping costs, and the cost to ship the item back to you.

For more information on your Australian Consumer Rights, please visit the Australian Competition & Consumer Commission at www.accc.gov.au.