Refund policy

RETURNS POLICY

To initiate a return, please reach out to us via email at support@en-nix.com. Once we receive your request for an exchange, we will promptly provide you with the necessary information regarding the return process. Please note that we do not offer free returns, charges apply.

If your return is approved, we will provide you instructions on where to send your package. Kindly note that we are unable to accept items that are returned to us without prior authorization. We will not cover shipping, all related cost for shipping to our main facility in Asia is covered by the customer.

For any inquiries or concerns regarding returns, please do not hesitate to contact us at support@en-nix.com. We are here to assist you throughout the return process.

NOTE:

For items purchased during our Sale, Ennix does not offer the possibility for a refund. These items can only be exchanged for another item from the collection or can be redeemed for store credit.

1. Return and Exchange Conditions

We kindly request that you carefully inspect your order upon receipt and promptly notify us if you encounter any issues, such as defects, damages, or receiving the wrong item. Your satisfaction is of utmost importance to us, and we are committed to resolving any concerns you may have. By contacting us promptly, we can thoroughly assess the situation and take the necessary steps to rectify the issue to your satisfaction.

Items returned without authorization will not be accepted. Items must be returned within 14 days of your receipt. All items must be in the same condition as when you received them, unworn or unused, and in their original packaging. You will also need a receipt or proof of purchase.

When returning or exchanging items, the customer must use a shipping method that provides tracking information.

*Non-returnable items.

Discounted items or gift cards are non-returnable.

Damage/lost caused by the customer is non-refundable.

We are not responsible for any failed delivery attempts due to the negligent actions of the customer. Negligence includes, but is not limited to, providing incorrect delivery information, such as (order address, contact number, recipient name). In such cases, we are unable to request a refund for you.

2. General Return Process

Initiate a return. Please email us at support@en-nix.com and enter "Return and Refund" in the subject line giving us your order number and email/phone number. Specify the reason you want to return the item and get a refund.

Pictures are required for quality issues.

A customer service representative will contact you within 24-48 hours to determine if your return request is eligible.

If your return is accepted, we will send you the return address, along with instructions on where to send your package. (Note: items returned without authorization will not be accepted). We recommend that you send your return/exchange using a shipping method that provides tracking information as well as a signature, as we will not be responsible for lost returns/exchanges.

Exchanges

To expedite the process and ensure your satisfaction, we recommend initiating a return for the item you wish to exchange. Once your return has been accepted and processed, we kindly suggest making a separate purchase for the desired item. This approach will facilitate a quicker and more efficient resolution, enabling you to promptly receive the new item you desire. Our team is available to provide any necessary assistance throughout this process to ensure a seamless and satisfactory experience.

Please note that all related return shipping costs will be the responsibility of the customer and this amount is non-refundable.

3. Defects and Order Cancellation

Refund for Our Error: If the return is due to our mistake (like sending the wrong product or issues with product quality), you'll receive a full refund.

Please Note: The following conditions are not considered defects in quality:

Minor variations like loose threads, raw edges, slight differences in fabric texture, or color differences due to monitor displays are not considered quality issues.
Returns because of dissatisfaction with style, color, or personal preference aren't considered quality issues.
Damages due to use, washing, improper care, self-repair, alterations, or other human factors aren't considered quality issues.
Please refer to our size chart before purchasing as returns due to sizing issues aren't considered quality issues.
Slight differences in items of the same size might occur due to design and style variations. Please refer to the actual measurements.
Buyer's Responsibility: If the return is due to the buyer's preference (such as not liking the product or ordering the wrong item/size), the buyer covers the shipping cost.

Damages and Problems: Please check your order upon arrival. If there's a defect, damage, or you received the wrong item, contact us immediately so we can resolve the issue promptly.

Exchange of Goods: For a quick exchange, return the item and make a new purchase separately once your return is accepted.

Order Cancellation:

Before Shipment: If you contact us soon after purchase and the item hasn't shipped, we can cancel your order and issue a full refund.
After Shipment: Once the package has been shipped, cancellations aren't possible.

4. Refunds

Upon receipt and inspection of your return, we will promptly notify you regarding the status of your refund request. Rest assured that we will inform you whether your refund has been approved or denied. If your refund is approved, the funds will be automatically credited back to your original payment method within 10 business days. Please note that the processing and posting of the refund by your bank or credit card company may also require additional time.

Please allow approximately 1-2 business days for us to process your return. Once we have received and inspected your return, we will notify you and let you know if the refund has been approved. If approved, you will automatically receive a refund in the form of your original payment method. Please keep in mind that it will also take some time for your bank or credit card company to process and post the refund.

If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you paid by PayPal or other online payment providers, refunds will be sent to the PayPal or the online payment method you chose within 5 business days of receipt of the returned item or cancellation request. Please contact the online payment providers with questions about when the refund will be posted to your account.

In the event that more than 15 business days have elapsed since the approval of your return and you have not received your refund, we kindly request that you contact us using the email address provided above. Our dedicated team will promptly assist you in resolving any concerns or inquiries regarding the status of your refund.

NOTE: Refunds are applicable only to regularly priced goods. We truly appreciate your recent purchase during our sale however, due to the significantly discounted nature of sale items, we are unable to process refunds for them. This policy is in place to ensure that we can continue to offer exceptional value and discounts to all our customers. We apologize for any inconvenience this may cause and appreciate your understanding. If you have any further questions or concerns, please don't hesitate to reach out to our customer service team.

If you return items from an order with free shipping, the refund will be adjusted to cover the original delivery cost, helping us maintain low prices.

5. Please note

Due to the influence of light, color temperature and display parameters, the pictures of color difference products may differ from the actual color. Please refer to the actual product as the standard. Thank you for your understanding.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

6. Return Address Instructions:

If you need to return any items, please reach out to our Customer Service for the return address.

Note:

Avoid using the address on the package for returns. It is not our designated return address and may impact the processing of your return.
For any return issues, contact Customer Support within 30 days from your order placement date. We are here to assist you.

We operate as an online retailer with our main factory based in Asia and all our shipments and manufacturing processes are centralized there. To ensure efficiency and streamline our operations, returns are processed through the Asia facility only. Please note all cost related to the returns are the responsibility of the customer including the custom tax.

FAQ

What are the return conditions?

Return Period: We provide a generous 14-day return period, beginning from the date of package receipt. During this time, you can initiate a return by emailing us the reason for your return. Kindly ensure that the return shipment is dispatched within this timeframe to facilitate a smooth return process.

Return Conditions: All items must be returned in an unworn and unwashed condition, suitable for resale.

Please note that return shipping costs will be the responsibility of the customer.

What are the return costs?

When initiating a return, please be aware that the return shipping costs will vary depending on the courier and country you return your package from. Kindly note that covering the return costs will be your responsibility.

How long does it take to exchange a product?

If you request an exchange when registering your return, we will promptly process your request. For a quick exchange, return the item and make a new purchase separately once your return is accepted. Please note that the exact timeframe may depend on the chosen courier.

What can I do if my desired exchange product is no longer available?

Please contact our customer service team to discuss the possibilities. We will provide you with an update on the availability of the product and work with you to find a suitable solution if your desired exchange item is sold out. Best option we provide would be store credit to make another purchase.

What should I do if a product is delivered faulty or damaged?

If a product is delivered to you in a faulty or damaged condition, we apologize for the inconvenience. Please send an email to support@en-nix.com with a picture of the complaint, and our customer service team will work swiftly to find a solution and assist you. You qualify for a full refund or a free exchange.

What should I do if I want to return my order outside the return period?

We kindly request that you ensure your return is delivered within the 14-day return period. However, if circumstances prevent you from meeting this deadline, please contact our customer service for alternative options. Our customer service will guide you through the available possibilities.

Can I receive a refund for an exchanged item?

For a refund, store credit, or exchange on an item that has been exchanged, we kindly ask that you return it to ourAsia facility.

How long does a refund take?

We strive to process returns as quickly as possible. Once we receive your return in our warehouse, we aim to process it within 10 working days. You can track the progress of your return using the provided track and trace information provided by the chosen courier. After the refund has been processed, you will receive a notification. Please note that it may take up to 12-15 working days for the refund to appear in your bank account.

Please note: Any items purchased as part of our "Last Chance" or "Special Sale" collection are non-returnable as they are discontinued and therefore offered at a special price.

We are committed to providing the best service and may consider a partial refund in certain cases. If you realize you've made a wrong selection, kindly contact us within an hour of purchasing the items so that we can promptly amend your order. It's important to note that, once this timeframe has passed, we won't be able to accommodate changes due to our efficient order processing system.