Returns & warranty

Nothing in this policy limits your statutory rights. Under the Consumer Protection Act 1999, goods supplied to a consumer must be of acceptable quality, fit for their stated purpose and match their description. Where they are not, you are entitled to a remedy regardless of any warranty period.

If an item is faulty when it arrives, contact us within 7 days of delivery with your order number and a photograph or short video showing the fault. We will arrange a replacement or a full refund including delivery, and we cover the cost of returning the item.

If you simply change your mind, you may return an unused item in its original, unopened packaging within 14 days of delivery for a refund of the item price. Return postage is at your cost and the original delivery charge is not refunded.

We cannot accept change-of-mind returns on items that have been installed, wired, mounted or modified, or on any item specially ordered or cut to your specification.

Warranty periods are stated on each product page. Our solar lighting currently carries a 1 year warranty from the date of delivery. Warranty is handled locally — you deal with us in Sabah, not with an overseas manufacturer.

The warranty covers manufacturing defects and premature component failure under normal use. To claim, contact us with your order number and a description of the fault; we will normally ask for photographs and, where relevant, ask you to bring the item to the store.

Surge protection devices are consumable by design. A device whose status window has turned red has done its job — it absorbed a surge — and needs replacing. That is not a fault and is not covered by warranty.

Similarly, a fuse that has operated has performed correctly. We are always happy to help you work out why it operated.

Approved refunds are issued to the original payment method within 14 days of us receiving the returned item, or of us agreeing the refund where no return is required. Depending on your bank, an FPX or card refund can take a further few working days to appear.

Email sales@esgoutlet.com or WhatsApp +60 16-262 2353 with your order number and what has gone wrong. Please do not send anything back before speaking to us — an unannounced return is difficult for us to match to an order.