Returns & Refunds Policy

At eQuesse™, we take pride in the quality and craftsmanship of our leather bags. Your satisfaction is important to us, and we want you to feel confident in your purchase. Please read our Returns & Refunds Policy carefully.

1. Returns

You may return items for a refund or exchange under the following conditions:

  • Items must be unused, in their original condition, and in their original packaging.
  • A copy of the original invoice or proof of purchase must be included.
  • Returns must be initiated within 14 days of receiving your order.

To initiate a return, please contact our customer support at:

  • Email: hello@equesse.co.za
  • Phone: 062 016-0160

Once your return request is approved, we will provide you with instructions on how to send your item back.

Exceptions

Certain items cannot be returned due to hygiene or customisation reasons, including:

  • Engraved or personalised leather bags
  • Sale or clearance items

2. Refunds

Once we receive your returned item and it passes our quality check, your refund will be processed as follows:

  • Original Payment Method: Refunds will be issued using the same payment method used for the purchase.
  • Gift Vouchers: Refunds can be issued as an online store credit or gift voucher if preferred.

Please allow up to 7-10 business days for the refund to reflect in your account, depending on your bank or payment provider.

3. Exchanges

  • If you wish to exchange an item, please contact us to confirm availability of the replacement item. We will guide you through the process.
  • The exchanged item must be of equal or lesser value.
  • Any price difference will be refunded or invoiced accordingly.

4. Return Shipping Costs

  • Change of mind: The customer is responsible for all return shipping costs.
  • Defective or incorrect items: We will cover the return shipping costs.

We recommend using a trackable shipping method to ensure your item is returned safely.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of receipt. Include photos of the damage along with your order details. We will offer a replacement or a full refund at no extra cost.

6. Contact Us

If you have any questions about returns or refunds, please contact us:

  • Email: hello@equesse.co.za
  • Phone: 062 016-0160

Note: By making a purchase on our website, you agree to this Returns & Refunds Policy.