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Refund policy

Applies to purchases from Enso Design Lab
‏سياسة الإرجاع والاسترداد تنطبق على مشتريات إنسو ديزاين لاب
Last updated: 29 October 2025

Key facts
Condition
Unused / unworn, with original tags & packaging.
Return window
30 days from delivery (EU/UK: statutory 14-day right of withdrawal).
Return shipping
Defects / wrong item — paid by ENSO; change-of-mind — paid by customer.
Refund method
Original payment method, after inspection.
How to start a return
  1. Email email with order number, item(s), reason, and photos if defective.
  2. Upon approval you will receive a Return Authorization (RMA) and pickup instructions / courier label via our logistics partner (e.g., Aramex).
  3. Parcels sent without prior authorization (RMA) or cash-on-delivery may be refused. No walk-in returns.
Damages & issues

Inspect your order upon delivery and contact us immediately if an item is damaged, defective or incorrect so we can make it right. Minor variations inherent to handcrafted items (form, engraving, polish) are normal and not considered defects.

Non-returnable items
  • Made-to-order or personalized pieces
  • Gift cards and final-sale/discounted items
  • Personal care goods (e.g., beauty, fragrance)
  • Hazardous/flammable/perishable goods

If unsure whether your item is returnable, please email before sending anything back.

Exchanges

Subject to availability, a direct exchange may be arranged at ENSO’s discretion after inspection. Otherwise, please return the item first; once your return is approved, place a new order for the replacement.

EU / UK — 14-day cooling-off

For orders delivered within the European Union or the United Kingdom, you may cancel within 14 days of delivery for any reason. Items must be unused, with tags and original packaging. This statutory right is in addition to our 30-day policy.

Duties & taxes

Original shipping charges, duties and import taxes are non-refundable by ENSO. Where applicable, you may reclaim them from your local customs authority.

Refunds

We will notify you once we’ve received and inspected your return. If approved, refunds are processed to the original payment method. Processing times may take up to 10 business days and can vary by bank or payment provider. If more than 15 business days have passed since approval, contact us by email.

Contact

Questions or support — contact us by email
See also: Shipping Policy

Legal notice / إشعار قانوني
Enso Collective Gifts Trading L.L.C, registered with the Dubai Department of Economy & Tourism (DET), License No. 1110143, Dubai, United Arab Emirates. Arabic consumer information is available upon request. Invoices can be issued in Arabic and English. This policy does not affect any statutory rights.