Refund policy
At Enrois, we want the return, refund, and exchange process to be clear and straightforward. Eligible items may be returned within 30 calendar days of delivery, subject to the conditions below.
30-Day Return Window
To qualify for a standard return, the item must be:
- Unworn and unused
- In its original condition
- Returned in the original packaging
- Returned with any original tags, labels, and accessories where applicable
Returns that do not meet these requirements may be declined.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact our customer support team within 30 days of delivery. Please include your order number and clear photos showing the issue. After reviewing the request, we may provide an appropriate replacement, exchange, or full refund.
For an approved damaged, defective, or incorrect item, Enrois will cover the applicable return shipping cost. No restocking fee applies.
Exchanges
If you would like to exchange an item for a different size, color, or product, please contact our customer support team first.
The original product must be returned to us before the exchange can be completed. The returned item must meet the same return conditions described in this policy.
For standard exchanges, the customer is responsible for arranging and paying the return shipping. If the exchange is required because the item arrived damaged, defective, or incorrect, Enrois will cover the applicable return shipping cost.
How to Start a Return or Exchange
Please contact our customer support team before sending an item back. Include your order number and a brief explanation of whether you are requesting a return or exchange and the reason for the request.
If the item is damaged, defective, or incorrect, please also include clear photos showing the issue.
Do not send the item until our team has approved the request and provided the return instructions and return address.
Return Shipping
For standard returns and exchanges, return shipping is arranged and paid for by the customer.
If the return or exchange is caused by an error on our side, such as receiving a damaged, defective, or incorrect item, Enrois will cover the applicable return shipping cost.
Packaging and Tracking
Returned items should be securely packaged to prevent damage during transit. Please use a tracked shipping service and keep the tracking information until the return or exchange has been completed.
Enrois cannot be responsible for a return that is lost, delayed, misdelivered, or damaged while being shipped back to us.
Inspection of Returns
Once the returned item reaches our return facility, it will generally be inspected within 1–2 business days.
We will notify you once the inspection has been completed and let you know whether the return, refund, or exchange has been approved.
Refunds
Approved refunds will be issued to the original payment method within 5 business days after inspection.
The time it takes for the refunded amount to appear in your account after we process it depends on your bank or payment provider and is outside our control.
Restocking Fees
Enrois does not charge restocking fees on eligible returns.
For an approved standard return, the eligible purchase price of the returned item will be refunded.
Items Not Eligible for Return
A return may be declined if:
- The return is requested outside the 30-day return window
- The item has been worn, used, or damaged after delivery
- The item is not in its original condition
- Required original packaging, tags, labels, or included accessories are missing
- The return does not include sufficient information to identify the order
These restrictions do not apply where an item arrived damaged, defective, or incorrect.
Order Cancellations
Once an order has entered processing, it can no longer be changed or cancelled. If you need to request a change or cancellation before processing begins, please contact our customer support team as soon as possible. Approval is not guaranteed. Once an order has been dispatched, it cannot be cancelled.
If a cancellation is successfully completed, the payment will be returned to the original payment method.
Refund Delays
If we have confirmed that your refund has been processed but the funds have not yet appeared, your bank or payment provider may still be processing the transaction.
Please allow additional processing time before contacting our customer support team.
Policy Misuse
We may decline a return, refund, or replacement request where there is reasonable evidence of fraudulent activity, repeated or excessive returns, improper use of chargebacks, or other misuse of this policy.
BUSINESS INFORMATION
Company name: Enrois
Company Address: 34 N Franklin Ave, Ste 687 #5155
Pinedale, Wyoming 82941
United States
Contact Details
Email: support@enrois.com
Customer Service
Support hours: Monday to Friday, 8:00 AM – 4:00 PM EST
Response time: Within 12 hours.