Last updated: [02/05/2026]
Your satisfaction matters to us. If something isn't right with your order, we make it simple to return, exchange, or get a refund — no complicated hoops to jump through.
| Return window | 25 days from delivery |
| Cancel window | 12 hrs after order (subject to processing — see below) |
| Refund goes to | Original payment method |
| Return shipping | Free if it's our error |
Why 25 days, not 30: our fulfillment partner requires any dispute to be filed with them within 30 days of delivery. Reporting your issue to us within 25 days gives our team time to investigate and file on your behalf before that window closes. Requests made after day 25 may not be eligible for supplier-backed resolution.
01. Am I eligible to return my item?
You have 25 days from the date your order is delivered to request a return. Once this window has passed, we're unable to guarantee a refund or exchange.
To qualify, your item must be:
- Unused, unworn, and in the same condition you received it
- In its original packaging, with all tags and accessories included
- Accompanied by your order number or proof of purchase
Not eligible for return: personalized/custom products, made-to-order or pre-order items, perishable goods, and gift cards.
Not eligible for refund or replacement, regardless of return window:
- Requests based on personal preference (e.g., color, fit, scent) rather than a defect
- Orders where tracking confirms delivery to the address provided, even if you report non-receipt
- Orders shipped to an address that was entered incorrectly at checkout
- Cosmetic damage to outer shipping packaging only, where the product itself is undamaged
Not sure if your item qualifies? Message us before sending anything back and we'll confirm right away.
02. Can I cancel my order?
Changed your mind right after ordering? You can cancel free of charge within 12 hours of placing your order, as long as it hasn't already entered processing.
- Cancellation requests made within 12 hours are accepted at no cost.
- Once an order has entered processing or shipped, it can no longer be canceled — but you can still return it once it arrives.
- Personalized, made-to-order, and pre-order items may begin processing immediately and are not guaranteed cancellable, even within the 12-hour window.
To cancel, email us with your order number as soon as possible — the sooner you reach out, the better the chance we can stop it before it ships.
03. My order hasn't arrived — what now?
If tracking hasn't updated in a while or your order seems to be taking longer than expected:
- Orders are generally considered delayed if there's been no tracking movement for 45 days (US) or 60 days (most other regions) from the ship date.
- Some economical shipping options don't provide full tracking in every country. If you chose a budget shipping method, delivery confirmation may be limited — we'll do our best to investigate, but proof options are reduced.
- Please contact us before the applicable window closes so we can open an investigation with our fulfillment partner in time. Reports made after that window may not be eligible for resolution.
04. Who pays for return shipping?
Customers are responsible for return shipping costs in most cases — except when the issue is on us:
| Situation | Who pays |
|---|---|
| Changed your mind | Customer (see note below) |
| Item arrived damaged (product itself) | We cover it |
| Item is defective or faulty | We cover it |
| Wrong item received | We cover it |
| Outer packaging damaged, product intact | Not eligible — this is normal wear from long-distance shipping |
| Package lost or address entered incorrectly by customer | Customer |
Note on "changed your mind" returns: because our products ship directly from our fulfillment partner, physically returning these items is often impractical and costly. In most change-of-mind cases we'll offer a partial refund or store credit in lieu of a physical return — we'll confirm the best option when you contact us.
Evidence speeds everything up. For damaged, defective, or incorrect items, please email us clear photos (and video, if possible) of the item and its packaging. In many cases this is enough for us to approve a refund or replacement without needing the item shipped back — physical returns internationally are slow and we cannot guarantee items aren't lost or damaged in that return transit, so we avoid requiring them unless necessary.
05. How and when will I get refunded?
Once your return is approved — either through inspection of a returned item or through submitted photo/video evidence — our team confirms the outcome by email.
If approved, your refund is issued to your original payment method. Please allow a few business days for it to reflect — processing times vary by bank or card provider.
Haven't seen your refund after 10 business days? First check with your bank or card company, since postings can take a little time. Still nothing? Contact us and we'll look into it.
06. How do I start a return, refund, or cancellation?
- Email us at info@enexbuy.com with your order number.
- Tell us the reason for your request, and attach photos (and video, if relevant) of the item and packaging.
- Our team will confirm eligibility and guide you through next steps — including whether a physical return is needed.
We aim to respond to every inquiry quickly so you can get back to enjoying your purchase.