- Terms Of Use
- Privacy Policy
- Refund & Returns Policy
Welcome to Enan Stores (“we,” “us,” or “our”), we are committed to providing high-quality products and ensuring customer satisfaction. While we do not offer refunds as part of our Money Back Policy, we do provide options for returns and exchanges under specific conditions, as outlined in our Warranty Policy. This Return & Exchange Policy applies to products purchased directly from www.enanstores.com
a. Defective Products Only:
We accept returns and exchanges exclusively for products that are defective due to manufacturing errors. If your product is faulty and covered under our 12-month warranty, you may be eligible for a return or exchange.
b. Non-Defective Products:
Products that are not defective, including those with buyer’s remorse, incorrect purchases, or those incompatible with other systems, are not eligible for return or exchange. Please ensure that the product meets your needs before completing the purchase.
a. Original Condition:
To be eligible for a return or exchange, the product must be in its original packaging and condition, including all accessories, manuals, and documentation. The product should not show signs of wear, tear, misuse, or unauthorized modifications.
b. Proof of Purchase:
A valid proof of purchase from www.enanstores.com is required for any return or exchange. This includes an order confirmation email, receipt, or invoice.
c. Warranty Period:
Returns and exchanges are only accepted within the 12-month warranty period from the date of purchase. Products outside this warranty period are not eligible.
a. Contact Customer Service:
If you believe your product is eligible for a return or exchange, please contact our customer service team at info@enanstores.com or 0731 451 401 within the warranty period. Provide details of the defect, proof of purchase, and any other relevant information.
b. Evaluation:
Our technical team will assess the product based on the information provided and may request further details or images. If deemed necessary, you may be asked to send the product back for further inspection.
c. Return Authorization:
If your return or exchange is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product. Unauthorized returns or those without an RA number will not be accepted.
d. Shipping:
Customers are responsible for the cost of shipping the defective product back to Magna Solar. In cases where the product is confirmed defective, we will cover the shipping costs for the replacement product.
e. Exchange or Repair:
Upon receiving the returned product, our team will either repair the defect or exchange it for a new or refurbished product of the same model. If the product is no longer available, we may offer a comparable product or issue a store credit.
f. Turnaround Time:
The return and exchange process, including evaluation, repair, or replacement, typically takes 7-14 business days from the time we receive the defective product.
a. Customized Products:
Customized or personalized products are not eligible for return or exchange unless they are defective.
b. Products Damaged by Misuse:
Any product that has been damaged due to misuse, accidental damage, or unauthorized repair is not eligible for return or exchange.
5. Contact Us
If you have any questions or concerns about these Terms, please contact us at:
Enan Stores
Email: info@enanstores.com
Phone: +254 731 451 401
Address: Village Market, Limuru Road. Nairobi-Kenya.
Thank you for using Enan Stores. We hope you enjoy our products and services and continue to use our Website in accordance with these Terms.
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Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.