Refund policy

  • Return & Refund Policy

    Last Updated: [Dec. 04 2025]

    At Ensaur gifts, we strive to ensure complete satisfaction with our custom-made products. Due to the personalized nature of our items, please review the following policy carefully.

    1. Return Eligibility

    • Standard (Non-Customized) Items: Unused, unaltered products in original packaging may be returned within 14 days of delivery.

    • Customized & Personalized Items:

      • General Policy: Custom-made products (featuring your logo, unique design, or specific dimensions) are FINAL SALE and cannot be returned or refunded unless defective.

      • Defective or Incorrect Items: We fully accept returns or re-production for items that are defective, damaged during shipping, or if we shipped an item not matching your approved sample/proof.

    2. Return Process

    1. Contact Us First: Before returning any item, you must contact our customer service at [your email, e.g., support@ensaur.com] to obtain a Return Merchandise Authorization (RMA) number and instructions.

    2. Inspection & Approval: We will review your case. For eligible returns, we will provide a return address (typically our factory in Zhongshan, China).

    3. Ship the Item: Securely package the item with the RMA number clearly marked on the outside. The customer is responsible for the cost and risk of return shipping unless the return is due to our error.

    3. Refunds

    • Processing Time: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10-14 business days.

    • Deductions: For non-defective returns of standard items, refunds may be subject to a restocking fee (up to 20%) to cover handling and logistical costs.

    • Non-Refundable: Original shipping charges, customization costs, and return shipping fees are non-refundable.

    4. Exchanges

    We are happy to exchange an eligible standard item for a different variant (e.g., color). Contact us to arrange an exchange. For defective custom items, we will prioritize re-making the correct item for you at no additional cost.

    5. Damaged or Incorrect Shipments

    You must inspect your order upon reception. Report any problems (damage, wrong item, shortage) to us within 48 hours of delivery by email with clear photos/videos as evidence. We will resolve the issue promptly by sending replacements or issuing a refund.

    6. Contact Us

    For any questions regarding this policy or to initiate a return, please contact:
    Ensaur Gifts
    Email: sales@ensaur.com
    Website: www.ensaur.com