Refund policy

Refunds & Returns

Change of mind (no fault)
You have the legal right to cancel your order within 14 calendar days of receiving your item, without providing a reason. To exercise this right, you must notify us within this 14-day period. 

Once you have notified us of your cancellation, you have a further 14 calendar days to return the item to us.

  • Items must be returned in the same condition as received, including all original components and packaging where reasonably possible.

  • For change-of-mind cancellations, customers are responsible for return postage costs.

  • Refunds will be issued within 14 calendar days of us receiving the returned item or receiving proof of return.

Faulty, not as described, or not fit for purpose
If your item is faulty, not as described, or not fit for purpose, the following conditions apply:

  • If the fault is reported within 30 days of receiving the item, you are entitled to a full refund, including:

    • The product price

    • Delivery and Return shipping costs 

If you wish to or are requested to return the product by us, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Evidence Requests & Late Cancellations

To help us assess and resolve issues as quickly and fairly as possible, we may request photo or video evidence showing the issue with the product.

  • Within 14 calendar days of receiving the item:
    We may request photo or video evidence where a fault is reported, however this is not mandatory and the item may instead be returned for inspection.

  • Between 14 and 30 calendar days after receiving the item:
    Photo or video evidence will be required to help us understand the issue and determine the most appropriate solution (repair, replacement, or refund).
    Where evidence cannot reasonably be provided, the item may need to be returned to us for inspection before a resolution can be offered.

These evidence requests are used solely to assess fault claims and do not affect your statutory rights.

Change of Mind After 14 Days

After 14 calendar days from receipt of the item, refunds or returns for change of mind are not accepted.
This does not affect your statutory rights in relation to faulty, misdescribed, or unfit-for-purpose goods.

Additional conditions

  • Proof of purchase is required for all refunds or returns (e.g. order confirmation or receipt).

  • We reserve the right to refuse a refund or replacement if inspection shows that the item was damaged due to misuse, accidental damage, unauthorised modification, or wear and tear rather than a fault present at delivery.

This policy does not affect your statutory consumer rights.

To start a return or refund, you can contact us at ensoren.vh@gmail.com.

Please wait for email confirmation before returning any items.
All product issues and requests for refunds or returns are reviewed on a case-by-case basis. In some circumstances, a return of the item may not be required and a replacement may be issued instead, meaning a refund will not be necessary. We will confirm the appropriate next steps by email before any return is arranged.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. The return address will be provided via email once the return request has been approved. Items sent back to us without first requesting a return will not be accepted.

False or fraudulent refund requests are taken very seriously, and we reserve the right to investigate and take appropriate action.

You can always contact us for any return question at ensoren.vh@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
If a refund request is approved, the refund will be issued to the original payment method as soon as possible. Please allow up to 15 business days for the refund to appear in the customer’s account, depending on the payment provider. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 20 business days have passed since we’ve approved your return, please contact us at ensoren.vh@gmail.com.