Refund policy

eNest Return, Refund & Cancellation Policy

Important Notice – Unboxing Requirement

To ensure transparency and protect both customers and eNest, customers are required to record a clear video while unboxing the product at the time of delivery.

The unboxing video serves as valid evidence of the product’s condition upon arrival and is necessary for any claims regarding:

  • Physical damage

  • Missing parts or accessories

  • Incorrect product delivery

  • Manufacturing defects visible at delivery

Customers are advised to keep the unboxing video until they have fully inspected and are satisfied with the product.

Claims related to damages or missing items may not be processed without an unboxing video.

Refund Policy (Online Prepaid Orders)

eNest does not provide direct cash refunds for completed purchases, except under the following circumstances:

  1. Order Cancellation Before Shipment
    If the customer cancels the order before the order is processed for shipment, a full refund will be issued.

  2. Product Mismatch
    If the product delivered does not match the specifications or description listed on the website at the time of purchase, a refund or replacement may be approved after verification.

Refunds will be issued via the original payment method used at checkout, subject to payment provider processing timelines.

Cancellation Policy

eNest strives to provide flexible order management; however certain conditions apply.

Orders cannot be cancelled if:

  • The order has already been confirmed and dispatched for shipment

  • The order falls under Same-Day Delivery services

  • The order was placed during limited-time promotions, clearance sales, or special promotional events

Customers should contact support as soon as possible if they wish to cancel an order.

Out-of-Stock Situations

While eNest works closely with brands and suppliers to maintain product availability, inventory shortages may occasionally occur.

If a purchased product becomes unavailable:

  • An alternative product with similar specifications and value may be offered, or

  • A full refund will be issued using the original payment method

Customers will be contacted by our team to confirm their preference.

Refund Policy for Cash on Delivery (COD) Orders

For Cash on Delivery orders, direct cash refunds are not available.

Refunds may only be considered under the following condition:

  • The delivered product differs from the specifications listed on the website

If a return request is approved:

  1. The returned item will first undergo inspection by our quality team.

  2. Once approved, the refund will be processed through bank transfer to the customer’s provided account details.

Refunds are generally processed within 10–15 business days, depending on bank processing times.

Return & Exchange Policy

Products purchased from eNest may qualify for return or replacement under these conditions:

  • The item arrives damaged, defective, or malfunctioning at delivery

  • The item delivered is not the product that was ordered

  • The product does not match the listed specifications

All requests must be submitted within the specified reporting period.

Replacement Timeframe & Warranty Handling

Replacement requests are valid when reported within 24 hours of delivery in cases of:

  • Visible physical damage

  • Manufacturing defects present at delivery

  • Missing accessories or components

If the exact model or variant is out of stock, eNest may offer:

  • A replacement product of similar value and specifications

The original manufacturer warranty remains applicable, and the warranty duration will not restart upon replacement.

If the returned product passes inspection and no defect is found, the same item will be sent back to the customer.

Reporting Damaged or Defective Items

To report an issue with your order:

  1. Submit a complaint through the eNest support page or website contact form within 24 hours of delivery.

  2. Provide the following:

    • Order ID

    • Clear photos or videos showing the issue

    • The unboxing video

Our support team will typically review and respond within 24–48 business hours.

For urgent assistance, customers may contact eNest customer support directly.

If the Delivered Product Differs from the Website Listing

If the received item does not match the product information shown on the eNest website:

  • Contact our support team or live chat within 24 hours of delivery.

  • Our team will review the case and arrange an appropriate resolution, which may include replacement or refund.

Situations Not Eligible for Return or Replacement

Returns or exchanges will not be approved under the following conditions:

  • No unboxing video or supporting evidence is provided

  • The original packaging is missing or significantly damaged

  • No order reference, invoice, or proof of purchase is available

  • The issue reported relates to minor color variations or aesthetic preferences

  • Physical damage is reported after 24 hours of delivery

  • Damage caused by power surges, improper use, or mishandling

  • Unauthorized repairs or modifications

  • Damage due to accidents, spills, heat exposure, or environmental conditions

  • Normal wear and tear from regular usage

Important Note

Many products sold on eNest are manufactured by third-party brands, and their manufacturer warranties and service policies may apply in addition to the eNest return policy.

Customers may be directed to authorized brand service centers for warranty claims after the initial inspection period.