Return & Refund FAQ

What is your return policy?
RETURN POLICY

Statutory right of withdrawal

Right of withdrawal


If customer is contracting as a consumer, he/she have the right to withdraw from the Contract, within 14 days, without giving any reason.

The withdrawal period will expire after 14 days from the day on which customer acquire, or a third party other than the carrier and indicated by him/her acquires, physical possession of the products or in case of multiple products in one order delivered separately, after 14 days from the day on which he/she acquire, or a third party other than the carrier indicated by he/she acquires, physical possession of the last good ordered in one order.

To exercise the right of withdrawal, customer may notify us at PFD ENORSIA of your decision to withdraw from this contract by an unequivocal statement (example: a letter sent by post or by taking part in a live
Web chat available on our website).
To meet the withdrawal deadline, it is sufficient for users to send communication concerning users exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If customers decide to withdraw from the Contract, PFD ENORSIA will return to you all payments received from customers, including delivery charges (except for any additional charges resulting from customers choice of any delivery method other than the ordinary delivery method that we offer) without any undue delay, and at any rate, within 14 days of the date on which this Contract has been terminated. We will carry out such reimbursement using the same means of payment as you used for the initial transaction. In any event, customers will not incur any charges as result of such reimbursement. Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods back or you have provided evidence of having sent back the goods, whichever is the earliest.

Customer shall deliver the goods to the Courier arranged by us without undue delay and in any event not later than 14 days from the day on which communicate his/her withdrawal from the Contract to us. The deadline is met if customer deliver the goods before the period of 14 days has expired.

Return costs will be deducted from the refund price. However, any negative amount resulting from any such deduction will be borne by PFD ENORSIA.
Customers are only liable for any diminished value of the products resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the products.

• Contractual right of withdrawal


In addition to the statutory right to cancel for consumers, mentioned in Clause 15.1 above, we grant customers a period of 30 days from the date on which he/she receive the Shipping Confirmation to return the products (except those mentioned in Clause below, for which the right to cancel is excluded).

In case customer return the products within the contractual term of the right of withdrawal after the statutory period has expired, customer will only be reimbursed with the amount paid for said products. Delivery charges will not be reimbursed.

Return costs will be deducted from the refunded price. However, any negative amount resulting from any such deduction will be borne by PFD ENORSIA.

The customer may exercise his/her contractual right of withdrawal in accordance with the provision of Clause above. However, should customer inform us about his/her intention of withdrawing from the Contract after the legal term for withdrawal, customer shall, in any case, deliver the products to the Courier arranged by us within the 30-day term as from the Shipping Confirmation.

• Common provisions

The customer shall not have the right to withdraw from the Contract when it is for the delivery of any of the following products:
 Customized items
 Sealed products those are not suitable for return due to hygiene or health reasons and were unsealed after delivery.

Customer’s right to cancel the Contract shall apply exclusively to the products that are returned in the same condition in which he/she received. No reimbursement will be made if the product has been used once it has been opened, for products that are not in the same condition as when they were delivered or if they have been damaged, so take care of the products(s) while in your possession. Please return the products using or including all their original packaging.

Upon cancellation, the respective products shall be returned by Courier arranged by us as follows:

• Customers should contact us through a live webchat available on our website to arrange for the product to be collected at his/her home.

Customer should deliver the products to the Courier in its original packaging together with the “Return document” that must be printed and pasted in the package, and follow the directions on the "RETURNS" section of the website.

Destination for all returned goods will be London, UK (specified Address mentioned on the invoice attached with the Parcel).


If customer have bought any product as a guest, he/she may request returns by Courier by taking part in a live webchat available on our website.

After studying the article, we will inform customers of whether they have the right to reimbursement of the amounts paid. Delivery charges will be reimbursed when the right of withdrawal is exercised within the statutory period and all relevant products are returned. The refund will be paid as soon as possible and, in all cases, within 14 days from the date on which users notified us of his/her intention to cancel.

Notwithstanding the foregoing, we may withhold reimbursement until we have received the products back or customers have supplied evidence of having sent back the products, whichever is the earliest. The refund will always be paid using the same payment means customers used to pay while doing purchase.

Customers will not assume any penalty for the exercise of his/her right of withdrawal nor will it entail for any responsibility or expense other than the direct cost of returning the products, which customers will have to assume. Therefore, in this case, PFD ENORSIAORSIA UK LTD. will be compensated in an amount equal to the direct cost of returning the products, which will be deducted from the total amount of the refund.

If customers have any questions, he/she can contact us through a live webchat available on our website.
 
• Returns of defective products

If, customer thinks that at the moment of delivery the product is not as stipulated in the Contract, he/she must contact us through a live webchat available on our website, providing the product details and the damage sustained.

Customers must return the product giving it to the courier that we send to his/her location together with the “Return document” that must be printed and pasted in the package, and follow the directions on the “RETURNS” section of the website.

PFD ENORSIA will carefully examine the returned product and will notify customer by email within a reasonable period whether he/she have a right for a refund. The refund of the article shall take place as soon as possible and in all cases within 20 days from the date on which we send him/her an email confirming that the refund of the product is going ahead.

If a defect or damage is confirmed on the returned products, we will give customer a complete refund including the charges accrued of delivery and return. The refund will always be paid using the same payment modes customer used to pay for his/her purchase.

All rights recognized in current legislation shall be, in any case, safeguarded.

• Returns of non-PFD ENORSIA products

Customers are responsible for checking the contents of any packages before return it to us.

We are not responsible for the care or return of the contents of any packages which are erroneously
returned to us (e.g. which included any products provided by other retailers) (“Erroneous Returns”).
We may (but are not required to) contact customers to inform that he/she have made an Erroneous Return.

We will store any Erroneous Returns which we receive for a period of 14 days from the date we receive them. If customers have not contacted us regarding the Erroneous Return within this time, we will presume that the relevant contents have been abandoned. We reserve the right to destroy any such Erroneous Returns without notice to customers.
Given the volume of returns we process, we do not promise that we will be able to locate all Erroneous
Returns we receive.
If we are able to locate an Erroneous Return, we will take reasonable measures to return the relevant contents to customers, but reserve the right to first require customers to reimburse us for our reasonable costs in processing, storing and returning those contents to the customers.


How do I make return?
Our returns policy is FREE and easy, please follow these steps:
1. Go to ‘Orders & returns’ in your account. Find your order and click ‘Return item(s)’
2. You can see how many days you have left to return your items and give your reason for return. These reasons help us to improve our designs, create the best possible products and the services for you.
3. Select your preferred return method. Returning directly to one of our stores is the fastest way to get your refund, (if purchased from the store)
4. Once your return barcode is created, you can start your return based on the method you selected.
5. If you purchased our product(s) online, the procedure of return and refund explained in the “terms & Conditions” under the same chapter.
6. Track the journey of your returned item, and find out when to expect your refund, from your Enorsia account


My order is damaged. What should I do?

Please contact our Customer Services department to get advice for the next step to move forward. Please find our contact details mentioned below.

I've already returned part of my order. How do I return another item from the same order?

By identifying your order number, you can process your return to store or via post with our courier by following the defined procedure. If you still have access to your ‘order confirmation’ or ‘ready to collect’ through email you can use the barcode included or access your returns through My Account to have access your digital parcel summary.

The return period has ended on an item I've purchased. Can I still make a return?

In this case please contact with our customer services department with all required details; Order Number, Date of Purchase and date of delivery received with all documents. The management will inform you within 14 days about the decision.

I don't have the original packaging or my items came without packaging. What should I do?
This is the prime responsibility of delivery company to ensure safe delivery of the product(s) you purchased. It is advisable to refuse the delivery, if you find that the product is safe and in still in good quality to accept, final decision is yours to accept or refuse. You must inform our customer services department regarding the incident referring your order number. It will help us to resend your order if you agreed upon. Referring to My Account and looking under Orders & Returns.

Refunds
When do I receive a refund?
You can directly visit the nearest store to return the product.
You can place a return request online from My Account section. Our delivery company will pick up the product from you within 7 days and shall process the refund on completion of quality check. The pickup to refund processing takes around 7-14 days. We will keep you updated through a confirmation email on refund processing.

I think I haven't been refunded correctly. What should I do

If you are sure that your refund was incorrect, please check your order summary/receipt for any promotions that may have been applied, as this may explain your refunded amount. If you still convince that your refund to be incorrect, Please Contact us.

How can I contact you?

By E-mail: we can be contacted through (info@enorsia.com)

By Chat: through live chat with our Virtual assistant 24/7 for answers to frequently asked questions, and be put through to a live agent if you need more help. (In Process)

By Post: 1st Floor Skill Center| Twickenham Warehouse | Rugby Road, Twickenham Trading Estate TW1 1DQ MiddleSex I London, United Kingdom.

Our returns policy is FREE and easy, please follow these steps: 1. Go to ‘Orders & returns’ in your account. Find your order and click ‘Return item(s)’ 2. You can see how many days you have left to return your items and give your reason for return. These reasons help us to improve our designs, create the best possible products and the services for you. 3. Select your preferred return method. Returning directly to one of our stores is the fastest way to get your refund, (if purchased from the store) 4. Once your return barcode is created, you can start your return based on the method you selected. 5. If you purchased our product(s) online, the procedure of return and refund is explained in the “Terms & Conditions” under the same chapter. 6. Track the journey of your returned item, and find out when to expect your refund, from your Enorsia account

Please contact our Customer Services department to get advice for the next step to move forward. Please find our contact details mentioned below.

By identifying your order number, you can process your return to store or via post with our courier by following the defined procedure. If you still have access to your ‘order confirmation’ or ‘ready to collect’ through email you can use the barcode included or access your returns through My Account to have access to your digital parcel summary.

In this case please contact with our customer services department with all the required details; Order Number, Date of Purchase and date of delivery received with all documents. The management will inform you within 14 days about the decision.

This is the prime responsibility of the delivery company to ensure safe delivery of the product(s) you purchased. It is advisable to refuse the delivery, if you find that the product is safe and in still in good quality to accept, the final decision is yours to accept or refuse. You must inform our customer services department regarding the incident referring to your order number. It will help us to resend your order if you agreed upon. Referring to My Account and looking under Orders & Returns.

You can directly visit the nearest store to return the product.

You can place a return request online from My Account section. Our delivery company will pick up the product from you within 7 days and shall process the refund on completion of the quality check. The pickup to refund processing takes around 7-14 days. We will keep you updated through a confirmation email on refund processing.

If you are sure that your refund was incorrect, please check your order summary/receipt for any promotions that may have been applied, as this may explain your refunded amount. If you are still convince that your refund to be incorrect, Please Contact us.

By E-mail: we can be contacted through (info@enorsia.com)

 

By Chat: through live chat with our Virtual assistant 24/7 for answers to frequently asked questions, and be put through to a live agent if you need more help. (In Process)

By Post: 1st Floor Skill Center| Twickenham Warehouse | Rugby Road, Twickenham Trading Estate TW1 1DQ MiddleSex I London, United Kingdom.

Changing Account Details

Please check your email and password entered/saved? If don't remember your password, can be reset by selecting the Forgot your password? Option.

For any other issues, not having to access your account, please contact us               .

Close My Account

Enorsia offers you to access the option to change your personal details like, email address and payment details saved earlier in your Profile.

·         You are provided with the option to change the password of your Enorsia account. To update it, just go to the Change password section.

·         To recover your password, while logging in,

Select the option Forgot your password? Once we receive your email address, we will respond you an email to reset it.

 

 

NOTE: the password must be at least 8 characters long, including upper/lower case letters, and digits.

You can change your password, personal details and manage account settings. You can always have your data updated with a click the following link;

 

• CHANGING OR RECOVERING YOUR PASSWORD
• CHANGING YOUR PERSONAL INFORMATION

This is what you can do on the Settings section of your Enorsia account:

• Newsletter Settings:

Enorsia will take care of your preferences, you can select the relevant section that of your interest and be always up to date. You will receive regular information about new collections, promotions and other news from enorsia.com.

In case you didn’t receive the password reset email;

 

·         Check the email address you provided is correct.

·         Check your spam folder. If you still haven't received it,

·         Contact us for further support.

To cancel your Enorsia account, you can delete your personal data, on your Account. On request if you prefer, contact us for support in this regard.

Payment Methods

Online

Enorsia facilitates customers with an option to save payment details (Debit/Credit Card) used for current purchase and for the future to save time.

Please see you are enabled to view and edit, payment methods in the Wallet section of your account.

By E-mail: You can mail us - info@enorsia.com

By Chat: You can chat with our Virtual assistant 24/7 for answers to frequently asked questions, and be put through to a live agent if you need more help. (In Progress)