Refund policy

Last updated: 13 September 2026

At Enetura, we want you to be confident in your purchase. We offer a 60-Day Money-Back Guarantee on eligible products, subject to the conditions below.

This policy applies to purchases made directly through enetura.com.

Nothing in this policy limits any rights you may have under applicable consumer law.

60-Day Money-Back Guarantee

Eligible products may be returned within 60 days from the date they are delivered.

To qualify for a change-of-mind return under our voluntary 60-Day Money-Back Guarantee:

• You must contact us within 60 days of delivery.

• You must provide your order number or other valid proof of purchase.

• The product must be unused, unaltered and in resalable condition.

• All parts, accessories, manuals and other items originally supplied with the product must be returned.

• Original packaging should be returned where reasonably possible.

• The product must not show damage caused by misuse, neglect, accidental damage, improper storage, modification or use contrary to any instructions supplied.

• Where reasonably requested, you must provide photographs or other evidence showing the condition of the product before a return is authorised.

The 60-Day Money-Back Guarantee is not a 60-day free trial.

Products returned after being used beyond what is reasonably necessary to inspect them may be refused under our voluntary guarantee or, where permitted by law, have a deduction made to reflect any reduction in value.

Your statutory consumer rights remain unaffected.

How to Request a Return

Before returning an item, you must contact Enetura first using the contact details provided on our website.

Please include:

• Your full name

• Your order number

• The item you wish to return

• Your reason for requesting the return

• Photographs or video where the item is damaged, defective, incorrect or where we reasonably request evidence of its condition

If your return is accepted, we will provide the appropriate return instructions and return address.

Do not return products to the address shown on the original parcel unless we specifically instruct you to do so. Our fulfilment, shipping and returns facilities may use different addresses.

Items returned to an incorrect address, returned without sufficient identifying information, or sent without following our return instructions may experience significant delays and, where permitted by law, may be refused.

Receiving a return authorisation does not itself guarantee a refund. Returned products remain subject to inspection and the eligibility requirements in this policy.

Return Shipping Costs

For returns made because you have changed your mind or under our voluntary 60-Day Money-Back Guarantee, return shipping costs are the responsibility of the customer, unless we expressly agree otherwise or applicable law requires us to cover those costs.

Original shipping charges, priority processing fees, shipping protection, expedited delivery charges and similar optional charges are non-refundable under our voluntary guarantee, except where required by law.

If an item is confirmed to be defective, materially not as described, damaged before delivery or incorrectly supplied by us, we will provide the remedy and cover reasonable return costs where required by applicable law.

We do not accept parcels sent using cash on delivery or postage-due services unless agreed by us in advance.

For voluntary returns, we strongly recommend using a tracked shipping service. You are responsible for the returned product until it reaches the designated return location, except where applicable law provides otherwise.

Damaged, Defective or Incorrect Products

If you believe your order has arrived damaged, defective or materially different from what you ordered, please contact us as soon as reasonably possible.

To help us investigate the issue, we may request:

• Photographs of the product

• Photographs of the packaging

• Video demonstrating the fault

• The shipping label

• Batch, model or identifying information

• Any other reasonable evidence required to assess the claim

We reserve the right to reasonably inspect or investigate a reported fault before providing a remedy.

Depending on the circumstances and your rights under applicable law, the appropriate remedy may include a repair, replacement, partial refund or full refund.

Damage caused after delivery by misuse, neglect, accidents, incorrect installation, unauthorised modification, failure to follow instructions, normal wear and tear or improper care is not considered a product defect.

Nothing in this section restricts any remedy that applicable consumer law requires us to provide.

Items That Cannot Be Returned Under Our Voluntary Guarantee

Unless required by applicable law, the following are not eligible for change-of-mind returns under our voluntary 60-Day Money-Back Guarantee:

• Products that have been materially used, damaged or altered after delivery

• Products damaged through misuse or improper care

• Personalised, customised or made-to-order products

• Gift cards

• Digital products once supplied or accessed

• Perishable or consumable goods once opened

• Products supplied in sealed packaging for health protection or hygiene reasons where that seal has been broken, where applicable law permits this exclusion

• Products expressly identified as non-returnable before purchase

• Free promotional items unless returned together with the qualifying purchase

• Items that cannot reasonably be identified as having been purchased from Enetura

These exclusions do not override rights that cannot legally be excluded.

Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be returned to the original payment method used to make the purchase.

Under our voluntary 60-Day Money-Back Guarantee, the refundable amount is normally limited to the amount actually paid for the eligible returned product, excluding non-refundable shipping or additional services, except where applicable law requires otherwise.

Banking institutions and payment providers may require additional time to display an approved refund after we have processed it.

We are not responsible for delays caused solely by your bank, card issuer or payment provider.

Promotional Offers, Bundles and Free Gifts

If your purchase formed part of a bundle, multi-buy promotion, quantity discount or other promotional offer, any refund will be calculated using the actual amount paid and discount applied to the relevant products.

Where permitted by law and clearly applicable to the promotion, if returning part of an order means the remaining order no longer qualifies for a promotional discount, the refund may be adjusted accordingly.

If a free product or promotional gift was conditional on purchasing another product, we may require the promotional item to be returned with the qualifying product. Where permitted by law, failure to return it may result in its stated value being deducted from the voluntary refund.

Order Cancellations

We process orders as quickly as possible.

You may request cancellation before an order has been dispatched, but we cannot guarantee that an order can be cancelled or changed once processing has begun.

If we are unable to stop an order before dispatch, you may need to follow the applicable return procedure after receiving it.

This does not affect any statutory cancellation or withdrawal rights available to you under applicable law.

Incorrect Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error, contact us immediately. We will make reasonable efforts to amend the address before dispatch but cannot guarantee changes once processing or shipment has begun.

Where we correctly ship an order to the address supplied by the customer, we are not responsible for loss, failed delivery or additional costs caused by:

• An incorrect or incomplete address

• Failure to collect an order

• Refusal of delivery without exercising a valid cancellation right

• Failure to follow carrier instructions

• An address becoming inaccessible after dispatch

Where a parcel is returned to us as undeliverable, refused or unclaimed, we may refund the recoverable value of the goods after they are returned to us, less shipping and other unrecoverable costs where permitted by law.

Orders Marked as Delivered

If carrier tracking shows an order as delivered but you cannot locate it, please first:

• Check the delivery location

• Check with other members of your household

• Check with neighbours where appropriate

• Check safe places around the property

• Contact the carrier

You should then contact us if the parcel remains missing.

A tracking status showing delivery does not automatically determine the outcome of a claim. We may investigate the delivery with the carrier and request information reasonably required to determine what happened.

Refunds or replacements for disputed deliveries are not automatic and will depend on the results of the investigation and any rights available under applicable law.

Lost or Delayed Deliveries

Transit times displayed on our website are estimates unless expressly stated otherwise.

International orders may occasionally experience delays caused by carriers, customs, border processing, weather or other circumstances outside our reasonable control.

A delay alone does not automatically entitle an order to an additional refund or compensation beyond any remedy required by applicable law.

Where an order is confirmed as lost, we will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.

Exchanges

We do not guarantee direct exchanges.

Where appropriate, we may instead ask you to return the original item for a refund and place a separate order for the replacement product.

Defective or incorrectly supplied products will be dealt with according to applicable consumer law.

Customs, Duties and Taxes

International customers are responsible for customs duties, import taxes or other charges imposed by local authorities unless those charges were expressly collected by Enetura at checkout.

Where a refund is issued, taxes or duties paid directly to customs authorities or third parties may need to be reclaimed from the relevant authority and may not be refundable by Enetura.

This does not apply where applicable law requires us to refund a particular charge.

Fraudulent or Abusive Returns

We reserve the right, to the extent permitted by law, to refuse claims made under our voluntary returns programme where we reasonably believe there has been:

• Return fraud

• Fabricated damage or defects

• Deliberate product damage

• Substitution of products

• Return of items not purchased from us

• Repeated or excessive abuse of our voluntary guarantee

• False delivery claims

• Manipulation of promotional offers

• Other dishonest or abusive conduct

We may request additional information reasonably necessary to verify an order or claim.

This provision does not restrict legitimate statutory consumer rights.

Payment Disputes and Chargebacks

We encourage customers to contact us first if there is a problem with an order so that we have an opportunity to resolve it.

If a payment dispute or chargeback has already been opened in relation to an order, we may be unable to issue a separate refund through our normal system while the dispute remains active. This helps prevent duplicate refunds.

We will provide relevant order, tracking, communication and transaction information to payment providers where necessary to respond to a dispute.

Nothing in this policy prevents you from exercising rights available through your payment provider or applicable law.

United Kingdom Customers

Customers in the United Kingdom may have statutory rights in addition to our voluntary 60-Day Money-Back Guarantee.

For qualifying online purchases, this may include a statutory right to cancel within 14 days after receiving the goods, followed by a further period in which to return them.

Statutory rights relating to faulty, misdescribed or otherwise non-conforming goods are separate from our 60-Day Money-Back Guarantee and are not limited by it.

European Union Customers

If we sell to consumers in the European Union, eligible distance purchases may be subject to the statutory 14-day right of withdrawal and applicable legal guarantees.

Our 60-Day Money-Back Guarantee is additional to, and does not replace, any mandatory rights available under EU or national consumer law.

Australian Customers

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Our voluntary 60-Day Money-Back Guarantee applies in addition to those rights and does not limit remedies that must be provided under Australian law.

New Zealand Customers

Nothing in this policy is intended to exclude or restrict rights that apply under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Our 60-Day Money-Back Guarantee is additional to those rights.

Canadian Customers

Consumer rights in Canada may vary between provinces and territories.

Nothing in this policy excludes rights or remedies that cannot lawfully be excluded under the consumer protection legislation applicable to your province or territory.

United States Customers

Our voluntary 60-Day Money-Back Guarantee applies to eligible United States orders subject to this policy.

Customers may also have additional rights under applicable federal, state or local law. Nothing in this policy excludes rights that cannot legally be waived.

Statutory Rights Take Priority

Our 60-Day Money-Back Guarantee is a voluntary commercial policy offered in addition to your legal rights.

Where any provision of this policy conflicts with a mandatory consumer protection law applicable to your purchase, the mandatory legal requirement will take priority only to the extent of that conflict.

The remaining provisions of this policy will continue to apply.

Changes to This Policy

We may update this Returns & Refund Policy from time to time.

Any changes will apply prospectively. The policy and mandatory legal rights applicable to your transaction will be determined according to the circumstances and law applicable to your purchase.

Contact Us

To request a return, report a problem or ask a question about a refund, please contact us at info@enetura.com.

Please include your order number whenever possible so we can locate your purchase promptly.