CANCELLATIONS, REFUNDS, RETURNS AND EXCHANGE POLICY
Contact Us First
Please use our Resolution centre and follow the prompts
If you have any issue with a product you have purchased please contact us within 2 weeks of receiving your parcel. If something needs to be sent back then we will allow up to 30 days to send back the goods. You can contact us via:
Local Call 02 9550 3222 or from overseas +61 29550 3222
Email – warehouse@ensign.com.au
DO NOT contact us via facebook, instagram or other social media for product issues as you may not recieve a reply
If contacting us by email please include:
Your order number or name that the order was placed under.
Clear photos that show the issue with the product
Please give us a brief description of the issue
Allow 1 -2 business days for us to come back to you with a solution.
We will assess your issue and contact you the available options.
Time Frame for refunds
If a refund has been approved, please allow 7 - 10 days for the funds to arrive back to you.
Acceptable options for return:
Drop off in person to - 3 Mitchell Street Marrickville NSW 2204 Australia during business hours Mon - Fri
Australia Post - Visit a Branch
Temando - online door to door service(requires a printer and tape)
Ship 2 Anywhere - online door to door service(requires a printer and tape)
Ensure you package your returns in an appropriate package. Excessive freight costs due to poorly packaged items will not be accepted.
Damages caused by poorly packaged parcels will not be accepted.
DO NOT mark package as return to sender, your parcel may not arrive to us and we cannot process the refund or exchange if this happens.
DO NOT use any express or VIP or expedited service to return. Only standard low cost with tracking service should be used unless we advise otherwise. For example Australia post standard delivery comes with tracking.
Important: Demands for upfront refunds without evidence or proof of issue will be refused and may offend. Please work with us to complete the process properly and respectfully.
Cancelling Orders
Should you require your order cancelled then you must contact us immediately. In most cases orders are fulfilled within 1 hour and dispatched extremely quickly and we may not be able to cancel your order in time, in which case please follow see our Exchange of Goods and Incorrect Purchase section.
If your order is not able to be cancelled, please wait to receive your order and then contact us again.
DO NOT Mark the box return to sender - the parcel may get lost and we cannot refund you
DO NOT Leave the box at the post office to be returned to send - the parcel may get lost and we cannot refund you
Faulty items or Damaged in Transit
Goods which have been purchased from our sale or factory seconds are sold AS IS and cannot be returned or exchanged due to faults. Factory seconds is an opportunity to purchase usable product which have cosmetic faults at a discounted price.
For full priced items - Refunds are available for goods which have major flaws/defects as per Australian Consumer Law. If we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, immediately replace the product with an identical product.
We may require the item returned to us should we require an inspection prior to dispatching a replacement.
Should we not be able to dispatch a replacement we will then provide a refund.
Should we require an inspection prior to dispatch of replacement or refund, then the return costs are to be paid by the buyer which will then be refunded upon successful inspection and dispatch of replacement/refund.
Exchange of Goods, Account Credit and Incorrect Purchase
Stock items can be returned or exchanged at the buyers request. Please contact us via the method at the top to begin this process.
Items which cannot be returned are items which are factory seconds or on sale or that have made to order or cut to order items or any items which cannot be returned to its original condition, for example products which have been cut to size, or engraved products or anything which cannot be immediately used for the next customers order.
Return shipping and costs are are the responsibility of the buyer.
Restocking fee of $6 or 10% whichever is higher will be withheld from the refund in order to cover return costs to our warehouse which includes time, labour and data entry costs.
If your purchase was $100 + freight then we would refund $90 after receiving and inspecting the parcel.
Products must be unopened and unused to be eligible for return. Please keep your shipping receipt for proof of payment for shipping.
Excess shipping fees will not be accepted if we find the packaging was unsuitable or the parcel has excessive empty space, we will make an appropriate estimation of freight that should have been paid . Please repack in an appropriate sized box or cut down the supplied box for the item you are returning or exchanging.
You may also request account credit instead of a refund to be applied on your account. Account credit lasts for 12 months and is non transferrable and cannot be exchange for cash refund once entered.
Non returnable items
Non returnable items include but are not limited to:
Gift Cards
Factory Seconds and Sale Items
Items that have been misused
Where the unique product serial number has been obscured, defaced, removed or does not match records of stock carried at Ensign International
Items that are missing accessories or parts
Cut to Order or made to order items
Worn items
Items which are not in original packaging or cannot be onsold as new to the next customer
Etched or otherwise personalised items
Returning Branded Items
Please contact us first to ensure you are returning the item in the correct way. Branded items may be required to be returned to an alternate location.
Custom Orders Returns and Delayed Deliveries
Custom orders are non returnable, once you have confirmed your order you will be unable to cancel.
