At ENZE, we stand behind the quality of our smart bathroom products. If you are not entirely satisfied with your purchase, we’re here to help.
1. Return Window
We do not offer no-reason returns, because our products cannot be resold once used or unsealed. If an item arrives damaged or defective, contact us within 2 days of delivery at support@enzehome.com with your order number and photos. We will review the case and arrange a replacement or refund where the issue is confirmed.
To reduce your risk, you can choose to purchase return and exchange insurance from Xcotton at checkout. This insurance is optional, purchased and paid for by the customer, and claims are handled by Xcotton according to its policy terms—not by ENZE. If you choose not to purchase it, the return rules above still apply. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
2. Return Eligibility & Condition
To be eligible for a return, your item must meet the following criteria:
Condition: The product must be unused, uninstalled, and in the same condition that you received it.
Packaging: It must be in the original packaging with all internal protective foam and hardware included.
Intact Components: For smart mirrors and heated towel racks, wires must not be cut or modified.
Proof of Purchase: A valid order number or receipt is required.
3. Damaged or Defective Items (DOA)
Due to the fragile nature of glass mirrors, please inspect your package upon arrival.
If the item is damaged during transit, you must contact us at support@enzehome.com within 48 hours of delivery.
Please provide photos of the damaged item and the outer packaging (including the shipping label).
For confirmed transit damage, we will provide a prepaid return label and send a replacement at no extra cost.
4. Return Shipping & Fees
Customer Error (Change of Mind): If you wish to return an item for personal reasons (e.g., "no longer needed", "size doesn't fit"), the customer is responsible for return shipping costs.
Restocking Fee: We do not charge a restocking fee for items returned in original condition.
ENZE Error: If we shipped the wrong item or the product is defective, we will cover all return shipping costs.
5. Non-Returnable Items
Products that have been installed, hardwired, or modified.
Custom-made or personalized orders.
Items marked as "Final Sale" or "Clearance."
6. Return Process (RMA)
Do not send items back without prior authorization.
Email support@enzehome.com with your Order ID and reason for return.
Once approved, we will issue a Return Merchandise Authorization (RMA)and provide the return warehouse address.
Pack the item securely. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for items damaged during the return transit.
7. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved: A refund will be processed to your original payment method within 8 business days.
Shipping Costs: Original shipping fees are non-refundable.
8. Return Address
Address: 5625 Challenge Dr, Suite 104, Memphis, TN 38115, USA Contact Person: LECANGS LLC Email:logistics.mem@loctek.us Phone: 901-340-1043
