Refund Policy

At Enelo Shop, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we offer a straightforward refund and return policy. Please read the following terms carefully.

1. Overview

We accept returns on most items within 14 days of delivery. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. We reserve the right to refuse returns that do not meet these criteria.

2. Return Eligibility

To qualify for a return, please ensure the following:

• Proof of purchase – You must provide your order number or receipt
• Original condition – Items must be unused, unwashed, and undamaged
• Original packaging – All tags, labels, and packaging must be intact
• Within timeframe – Return request must be initiated within 14 days of delivery

3. Return Timeframe

Our return window is structured as follows:

• Standard Returns: 14 days from the date of delivery
• Defective Items: 30 days from the date of delivery
• Holiday Season: Extended to 30 days for purchases made between 1 November and 31 December

Returns requested after the applicable timeframe will be reviewed on a case-by-case basis and may be subject to store credit only.

4. Return Process

To initiate a return, please follow these steps:

1. Contact us – Email info@enelo.shop or call 079 254 6359 with your order number and reason for return
2. Receive approval – Our team will review your request and provide a Return Authorization Number (RAN) if approved
3. Package your item – Securely pack the item in its original packaging with all tags and accessories included
4. Ship the return – Send the package to the return address provided with your RAN clearly marked on the outside
5. Inspection – Once received, we will inspect the item within 3-5 business days
6. Refund issued – If approved, your refund will be processed within 7-10 business days

5. Refund Method

Refunds will be issued to the original payment method used during checkout:

• Credit/Debit Card: 5-10 business days (depending on your bank)
• PayFast: 3-7 business days
• Store Credit: Immediate upon approval (optional)

Please note that shipping costs are non-refundable unless the return is due to our error (e.g., wrong item sent, defective product).

6. Exchanges

We currently offer exchanges for:

• Different size – Subject to availability
• Different color – Subject to availability
• Defective replacement – Same item, no additional cost

To request an exchange, follow the same process as a return and specify that you would like an exchange. If the requested replacement is unavailable, we will issue a full refund instead.

7. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Personal care and beauty products (if opened or used)
• Intimate apparel and undergarments
• Custom or personalized orders
• Gift cards and vouchers
• Items marked as "Final Sale" or "Clearance"
• Perishable goods

8. Return Shipping

Customer responsibility: Unless the item is defective or we made an error, the customer is responsible for return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Our responsibility: If the return is due to our error (wrong item, defective product), we will provide a prepaid return label or reimburse your return shipping costs up to R100.

9. Damaged or Defective Items

If you receive a damaged or defective item:

• Report within 48 hours – Contact us immediately with photos of the damage
• Keep all packaging – This may be required for carrier claims
• Full refund or replacement – Your choice, at no additional cost
• Prepaid return label – We will cover return shipping for defective items

10. Contact Us

If you have any questions about our refund policy or need assistance with a return, please contact us:

• Email: info@enelo.shop
• Phone: 079 254 6359
• Address: MANHATTAN LOFTS, ALRODE, Alberton, 1447
• Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (SAST)

We aim to respond to all refund inquiries within 24-48 hours during business days.