At Enigma Emporium, we strive to ensure your complete satisfaction with your purchase. If for any reason you are not entirely satisfied with your order, we offer a return and refund policy to ensure a hassle-free experience. Please read the following guidelines regarding returns and refunds:
1. Return Eligibility:
- To be eligible for a return, you must notify us within 24 hours of receiving your order.
- The item must be unused, in its original packaging, and in the same condition as when you received it.
- Personalized or customized items cannot be returned unless there is a defect or error on our part.
2. Return Process:
- If you wish to return an item, please contact our customer support team or email us at [email protected] to initiate the return process.
- You must not receive the product from the courier and instead inspect the item in the presence of the courier. If there is a problem with the item, inform the courier immediately and do not accept the delivery.
- If you receive the order and later discover a defect or discrepancy, you must notify us within 24 hours of receiving the item.
- To process your return smoothly, provide us with details such as your order number, the item(s) you wish to return, and a brief explanation of the reason for the return.
3. Refund Process:
- Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
- If your refund is approved, we will initiate a refund to your original payment method.
- Please note that the refund process may take up to 7 to 10 days to complete, depending on your payment provider.
4. Evidence for Refund:
- If you receive the order and find a defect, such as a breakage or color mismatch, after accepting the delivery, you must provide proper evidence, including an unboxing video and clear photos, to support your claim for a refund.
- The evidence should clearly demonstrate the issue with the item and be submitted along with your refund request.
5. Shipping Costs:
- Unless there is a mistake or defect on our part, you will be responsible for the return shipping costs.
- The original shipping charges are non-refundable.
6. Resolution Time:
- The return and refund process may take up to 1 to 2 weeks to resolve, including the time required for shipping and inspection.
Please note that this return and refund policy applies only to purchases made directly from the Enigma Emporium website. If you have any questions or concerns regarding returns or refunds, please contact our customer support team for assistance.
We reserve the right to amend this return and refund policy at any time without prior notice. Please refer to the latest version of the policy on our website.
Last updated: [1st June 2023]