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Order Cancellation Policy

 

10 DAYS MONEY BACK GUARANTEE

enche ensures the quality of every product bearing its name, affirming that items produced for enche Sdn Bhd adhere to stringent standards of quality for consumer satisfaction. If a customer is not satisfied with the purchase (for any reason), the customer may return the unused portion of the products to the authorised enchepreneurs, affiliates or dropshippers within ten (10) days of its receipt for an exchange or a full refund (less shipping and administration fee).

  1. TEN (10) CALENDAR DAYS COLLING-OFF PERIOD
    1. enche Sdn Bhd shall not accept any money or other considerations before the expiry of the ten (10) calendar days cooling-off period.
    2. No delivery of products can be carried out during the ten (10) calendar days cooling-off period.
    3. If a customer requires the products before the stipulated ten (10) calendar days cooling-off period, the customer can submit a Notice of Waiver during checkout to receive the products earlier than the cooling-off period. By doing so, the customer waives their right to rescind the contract.
  2. PRODUCTS RETURN / EXCHANGE & REFUND
    1. All return/exchange requests must be submitted within five (5) days from the date of receiving order. The postage fee for returning/exchanging the product(s) shall be borne by enche. The eligibility criteria for the return/exchange are as follows:
      • Product was delivered with missing items;
      • Received the wrong product/s;
      • Received a faulty product (spilled contents, shattered/broken product, damaged packaging); or
      • Received a counterfeit product.

      2. Note:enche reserves the right to reject returns/exchange that do not meet the above criteria, deemed unfit or unreasonable at enche’s sole discretion.

    2. In the event of product exchange due to change of mind, the customer must within five (5) days from the date of receiving order request to exchange for another product of similar value or pay the price difference of the exchanged product provided that the returned products are still in good condition and unopened. The customer shall bear the postage fee associated with this return and exchange.

      3. Note:enche reserves the right to decide whether to allow products exchange or otherwise, at enche’s sole discretion

    3. enche cannot provide a refund on defective/damaged products. Products will be considered defective/damaged if any of the following apply:
      • Opened or used product;
      • Product within five (5) months of expiration date*;
      • Any outer or inner damage to product, bottles, packages, labels, etc;
      • Any products which have been discontinued after the original purchase date;
      • Product that is sold in sealed packs with the outer packaging not intact;
      • Products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery; or
      • Products which are, after delivery, according to their nature, inseparably mixed with other items.

      4. Note:enche reserves the right to reject returns that do not meet the above criteria, deemed unfit or unreasonable at enche’s sole discretion.

      *For clarification purposes, a product is considered to have a valid expiration date if the product has at least five (5) months remaining before the expiration date. Products expiring within five months from the return date will not be considered marketable and sellable. Therefore, return requests for such items will be rejected and, no refund will be processed.

    4. Any damages intentionally caused by the customer will not be considered for a return request. Please ensure that the returned items are well packed before sending them to enche’s warehouse.
    5. Refund payment will be issued within 30 days after the return of product(s) process is completed. All refunded amounts will be credited by enche to the bank account registered by the user who initiated the refund request.
    6. Buy back within 180 days
      1. Upon entrePreneur/encheFiliate/encheDropship’s resignation or termination of their agentship, they may return products within 180 days from the purchase date provided the products are currently marketable and in resalable condition.
      2. Products that are currently marketable and in a resalable condition means that the products must be listed in the current price list, and must not be on the “no longer available” status list, good condition, useable, unopened, unaltered, must be undamaged and must have a valid expiration date. If the returned products do not meet these standards, the return request will be rejected, and a refund will not be processed.
      3. Upon refund approval being granted, enche shall refund the amount at the price of at least 90 percent of the purchase price and any commissions/bonus/incentives/benefits paid earlier or under any campaign on returned products will be deducted from the value of the returned goods and reimbursed later when enche claims back the commissions from the Affiliate (if any).
      4. The member shall bear the postage fee associated with this return and enche reserves the right to impose a 10% administration fee for the return and refund request.
  3. RETURN PROCEDURES
    1. All product(s) being returned must have all original tags and labels attached, along with any free gifts or complimentary items given at the time of purchase. The return form must be filled up and original invoice must be attached with appropriate evidence / proofs before submission for processing.
    2. The return form is available here (hyperlink). You will be provided with a return label together with a return merchandise authorization (RMA) number.
    3. After receiving the RMA number, securely package the item for return of defective/damaged product(s) to be refunded.
    4. Product(s) returned to enche without prior completion of the return form will not qualify for a refund and will be returned to you at your expense.
    5. enche shall not be responsible and liable for any returned products which are lost in transit/shipment/postage.
  4. ORDER CANCELLATION
    1. Order cancellation must be requested before the order is shipped out for delivery.
    2. Orders cannot be cancelled after shipment. Customers must receive the order and then initiate a return/refund as per the return procedures. The customer shall bear the postage fee associated with this cancellation and return.
  5. UNDELIVERABLE HOME DELIVERY ORDERS
    1. enche will attempt to contact customer for any orders that are returned to enche due to failed delivery attempts caused by incorrect addresses, P.O. Box addresses, or delivery rejection by the recipient. If the customer provides a new address, enche will try to re-deliver the package. The customer will need to pay the postage fee for the second delivery.
    2. In the event that the customer is unreachable or the item remains undeliverable, the parcel will be returned to enche warehouse. In such cases, enche will issue a refund for the cost of the product(s) only, and any shipping and administration fee paid will not be refunded.