Our Commitment to Customer Satisfaction
At Enhens, your satisfaction is our priority. We are dedicated to providing high-quality products and a straightforward, customer-centric return and refund process. We strive to make things right, fairly and efficiently.
Key Terms
|
Policy Aspect |
Details |
|
Return Window |
30 days from delivery date. |
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Condition Required |
Resalable Condition: Item must be returned in a functional, undamaged state, capable of being restocked and resold. Original packaging is required. |
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Return Shipping Costs |
Customer pays unless item is damaged, defective, or incorrect (prepaid label provided by Enhens). |
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Restocking Fees |
May apply to change-of-mind returns. See scenarios below. |
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Returnd Processing |
5 business days after successful inspection of returned item. |
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15 calendar days from delivery date to report. |
Return Scenarios & Restocking Fees (Change-of-Mind Returns)
(Note: For damaged, defective, or incorrect items, returns are always free and generally do not involve restocking fees, pending verification. See separate section below.)
|
Scenario |
Restocking Fee |
Examples |
|
1. Unopened, Resalable |
0% |
Unused skincare serum in sealed, original box. |
|
2. Opened/Tested, Resalable, No Damage |
10% of item price |
Smart plug tested for connectivity, complete in original packaging. |
|
3. Missing Parts |
15% + cost of missing parts |
Hair trimmer returned without charging cable or essential attachments. |
Returning Damaged, Defective, or Incorrect Items
If your order arrives damaged, is defective upon arrival, or is incorrect (not what you ordered), please contact us immediately at support@enhens.com within 15 calendar days of receiving your order. To expedite the resolution, please provide:
o Clear Video of Package Opening: Uncut video from opening the shipping package, showing the item's condition upon unboxing. This is crucial for verification.
o Order Number:
o Detailed Description of the Problem:
o Photos of the Damaged/Defective/Incorrect Item:
Upon review and confirmation of the issue, we will offer a replacement (if available) or a full refund at no cost to you. Do not return any item without prior authorization from our support team for damaged/defective/incorrect returns.
How to Return Items (General Change-of-Mind Returns)
1. Contact Us: Email support@enhens.com within 30 days of the delivery date to initiate a general return. Include:
o Order Number:
o Photos/Video of Item Condition: Showing the item is in resalable condition.
o Reason for Return: (Optional, but helpful for feedback).
2. Authorization & Instructions: We will respond within 24-48 business hours with:
o Return Authorization Code (RMA if applicable):
o Return Address:
o Return Shipping Label: We may provide a prepaid label (cost will be deducted from your refund) or instructions for you to purchase your own shipping depending on the situation.
3. Pack & Ship:
o Resalable Condition Packaging: Securely package the item, ideally in its original packaging, ensuring it is protected during return shipping. Items must be returned in resalable condition to be eligible for a full or partial refund (subject to restocking fees).
o Include All Components: Include all original parts, accessories, manuals, and any free gifts received with the order.
o Smart Home Device Factory Reset: For smart home devices, a factory reset is required before returning. Ensure no personal data remains on the device.
o Shipping Deadline: Ship the return package within 7 calendar days of receiving return authorization and instructions. Retain the tracking number. We are not responsible for lost or damaged returns during shipping.
4. Inspection & Refund Issuance:
o Upon receiving the returned item, we will inspect it to ensure it is in resalable condition and matches your return request.
o Refund Calculation: Refund amount will be calculated as: Refund Amount = Item Price – Restocking Fee (if applicable) – Return Shipping Costs.
o Refund Processing Time: Refunds are typically processed within 5 business days after the successful inspection of the returned item. The refund will be credited to your original payment method.
Non-Returnable Items
The following items are non-returnable for hygiene and other reasons, except if they are damaged or defective upon arrival (in which case the damaged/defective item policy above applies):
o Health and Personal Care Items: Opened supplements, skincare or beauty products with broken seals or used applicators, hygiene products.
o Customized or Personalized Items: Items specifically customized or monogrammed (e.g., engraved products, personalized clothing).
o Clearance or Final Sale Items: Items marked as final sale and sold at clearance prices.
o Smart Home Devices with Compromised Integrity: Water-damaged smart home devices, or devices with removed or tampered serial numbers.
International Returns
o Customs Duties & Import Fees: You are responsible for any unpaid customs duties, import taxes, or brokerage fees associated with international shipments. If an item is returned due to refusal to pay these fees, only the product price will be refunded; original shipping costs and any return shipping costs will be non-refundable (please refer to Shipping Policy for more details).
o Return Shipping Address: For approved international returns, we will provide our US return address in the return authorization instructions. Please ship to the specified address only.
o Packaging in International Transit: While we take precautions to ensure secure packaging, we are not responsible for minor cosmetic damage to product packaging (boxes, outer wrapping) that may occur during international transit and does not affect the functionality or integrity of the product itself. Refunds or replacements are not given for damaged boxes alone, provided the product inside is undamaged and functional.
Dispute Resolution
o We’re committed to resolving any concerns swiftly. If you’re unsatisfied, please contact us at support@enhens.com before disputing charges with your bank. Most issues are resolved within 48 hours.
o Fraudulent chargeback claims will be reported to payment networks.
Need Assistance?
For any questions, clarifications, or assistance with returns, please don't hesitate to contact our customer support team at:
o Email: support@enhens.com