Política de reembolso

Last updated: April 2025

 

At Enso Design Lab™, each object is shaped with care, patience, and presence.
All pieces are produced in limited editions or made to order.
As such, we do not accept returns based on preference, fit, or change of mind.

We do, however, stand behind the integrity of what we craft — and resolve any valid issue with equal intention.

1. Eligibility

Returns are accepted only in the following cases:

• material manufacturing defects;

• damage sustained during shipping.

Minor variations in tone, form, texture, or patina are inherent to artisanal production and are not considered defects.

2. Notification Timeline

All issues must be reported within 5 calendar days of delivery.
To initiate a claim, email flow@ensodesignlab.com with:

• your order number;

• clear photos of the outer packaging, the item, and the issue;

• a brief description.

Please retain all packaging materials until the case is resolved.

3. Authorisation Required

If your request is approved, we will issue a Return Authorisation (RA) number and shipping instructions.
Returns sent without prior authorisation will not be accepted.

4. Resolution Process

Returned pieces are carefully inspected by our atelier team.
Depending on the case, we will:

• repair the item;

• replace it (if available);

• or refund the product value to your original payment method.

Shipping costs, duties, and taxes are non-refundable.

5. Return Shipping

Customers are responsible for the cost of return shipping, as well as any customs duties and taxes, unless otherwise required by mandatory consumer-protection law.
We strongly recommend using a trackable, insured service.
Loss or damage during return transit is the sender’s responsibility.

6. Legal Exceptions

Where applicable consumer-protection regulations (such as EU Directive 2011/83/EU, Article 16(c)) apply to non-custom goods, please note that the vast majority of our collection is made to order or handcrafted in small series and is therefore exempt.
All non-waivable rights under applicable law remain unaffected.

7. Governing Law

This policy is governed by the laws of Dubai, United Arab Emirates.
Any dispute shall fall under the exclusive jurisdiction of the DIFC Courts.

8. Contact

For return inquiries or questions:

flow@ensodesignlab.com

We reply within two business days.

Quiet precision.
Respectful resolution.
Crafted for permanence.