At ESR, we are dedicated to a straightforward and transparent warranty process to ensure your satisfaction with our products. If you have any questions or require assistance regarding a product purchased from ESR, our Customer Support Team is here to help.
Contact Support
To claim your warranty or inquire about a product, please follow these steps:
1. Review our warranty policy to determine if your product(s) qualify.
2. Submit a ticket through the online form here.
Warranty Period
1. Standard Warranty: Any quality-related issues with products sold by ESR are covered by a 12-month warranty, starting from the purchase date.
2. Extended 24-Month Warranty: Activate your extended 24-month warranty in one of the following ways:
• Scan the QR code on the Care+ card in the package to activate your 24-month warranty.
• Register as an ESR Super User to automatically activate your extended warranty.
3. Crowdfunding Purchases: For products purchased through crowdfunding, warranty coverage is subject to the campaign-specific policies as detailed on the campaign page.
Note: This limited warranty does not affect any statutory rights you may have under applicable law.
Warranty Claims for Quality-Related Issues
Depending on the issue, ESR will provide a replacement product of equal value. If a replacement is unavailable or the customer does not wish to receive one, ESR will issue a partial refund based on the product's usage period and condition.
For purchases made through authorized distributors or retailers, warranty claims should be directed to the retailer or distributor.
Additionally, our Customer Support Team is available for general product support. Please note that ESR's warranty is valid only in the country of purchase.
Warranty coverage does not apply to items shipped outside the original country of purchase or to items for which a full refund has already been issued.
Replacement product warranties will remain valid for the longer of the following two periods:
- The original warranty period remaining for the defective item.
- Three months from the date of replacement.
Note: If the original order has been refunded, any subsequent replacement or repurchase is not covered under the warranty.
Requirements for Warranty Claims
To process a warranty claim, please provide:
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Proof of purchase, such as order number (preferred), or sales invoice.
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A detailed explanation of the product issue, supported by photos or videos clearly showing the problem.
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If requested, return the product for inspection (at ESR's discretion).
Note: Contact the ESR Customer Support Team directly before returning any items, regardless of where they were purchased (official ESR website, Amazon, or third-party retailers).
Products Not Covered by Warranty
The following products are excluded from warranty coverage:
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Free products (e.g., giveaways, redeemed with Super User Points, Referral Program rewards).
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Products without sufficient proof of purchase.
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Lost or stolen products.
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Items outside the warranty period.
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Non-quality-related issues after 30 days of purchase.
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Repairs by unauthorized third parties.
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Damage from external sources (e.g., wear and tear, misuse, extreme temperatures, water damage).
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Purchases from unauthorized resellers.
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Gifts purchased by others.
ESR's Limitations
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ESR is not responsible for loss of data resulting from the use of its products.
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ESR is not liable for personal items sent back during product returns.
At ESR, we work to deliver the best possible experience. If you have any questions about products, shipping, or promotions, please contact our Customer Support Team. We're here to help!
