Last Updated: 11 September, 2026
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
Change-of-Mind Returns
Customers are responsible for return shipping unless otherwise required by applicable law. Returned items should include all original components and accessories. Where permitted by law, any deduction from the refund will be limited to actual diminished value caused by handling beyond what is reasonably necessary to inspect the product, missing components, or other documented costs legally chargeable to the customer. Statutory consumer rights are not affected.
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: The specific return address for our designated processing facility will be provided upon authorization (RMA issuance).
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 and will be assessed under the refund-deduction rules above.
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: Refunds will be reduced only by return shipping costs payable by the customer and any other deductions permitted by applicable law, such as documented diminished value or missing components.
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: For international orders, import charges that are not prepaid are generally the recipient's responsibility. Please see our Shipping Policy for details.
Refusal to Pay Customs or Import Charges: If the recipient refuses to pay legally required import duties, taxes, customs charges, or carrier fees, the shipment may be delayed, returned, abandoned, or disposed of depending on the carrier and destination customs authority.
Refusal to pay applicable import charges does not automatically entitle an order to a refund. Any refund will be handled in accordance with applicable consumer law. Where permitted by law, documented non-recoverable shipping, return, storage, customs, or disposal costs resulting from the refusal may be deducted.
o Return Shipping Address: For approved international returns, we will provide specific instructions including the designated return address. To ensure efficient processing, this return facility may be located in the United States or an appropriate regional hub (e.g., in Asia), determined by Enhens based on the customer's location and logistical factors.
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.
1-Year Warranty
All our massagers come with a 1-year warranty against manufacturing defects. This means if your device stops working properly under normal use — like motor failure, parts breaking, or it simply won't turn on — we've got you covered.
The warranty doesn't cover issues from misuse, drops, water damage, or normal wear and tear over time.
How to claim:
Just email support@enhens.com with your order number and a quick photo or video showing the issue. We'll review it within 1-2 business days and send a replacement or process a refund — no need to ship anything back until we confirm with you first.
We're here to help, and we make it easy.
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