Returns / Withdrawal

Effective from: September 1, 2026

Your satisfaction is our priority, which is why we offer fair and transparent terms for returning and claiming goods. Please read the information below, which applies to the return and complaint handling of purchased products. This policy supplements our Terms and Conditions.

1. Right of Withdrawal

As a consumer, you have the right to withdraw from the purchase agreement without giving a reason within 14 days of receiving the goods (in the case of delivery in several parts, from receipt of the last part of the delivery). To withdraw, it is sufficient to send a unilateral notice by e-mail or in writing. You do not need to state a reason. Within the withdrawal period, you have the right to unpack the goods and test their properties and functionality to the extent customary, as if trying them out in a brick-and-mortar store. We therefore cannot refuse a return merely because the original packaging is missing or because the goods were tested to this extent — see Article 3.

2. Return Procedure

Contact us by e-mail or phone and inform us that you are withdrawing from the agreement. Complete and enclose the withdrawal form, or enclose other written documentation with your details and order number. Send the goods back to us at Borovnice 67, 592 42 Borovnice, no later than 14 days from sending the withdrawal notice. You bear the direct costs of returning the goods, unless we agree otherwise.

3. Condition of Returned Goods and Reduction in Value

We expect the goods to be returned complete and, where possible, in their original packaging. However, the return is not conditional on the goods being unused or in their original packaging — you have the right to test them to the extent necessary to become acquainted with their nature and properties. If the value of the goods has decreased as a result of handling them in a manner other than that necessary to become acquainted with their nature, properties, and functionality (e.g., visible wear, damage beyond what testing would cause), we are entitled to unilaterally offset a claim for compensation for such damage against the amount to be refunded to you.

4. Refunds

Once we receive the returned goods, or you demonstrate that you have sent them back to us (whichever occurs first), we will refund, without undue delay and no later than within 14 days, all payments received from you, including the cost of delivering the goods to you at the amount corresponding to the cheapest delivery method we offer. The refund will be made using the same method you used for payment, unless we agree otherwise, and without any additional fees. We will always explain to you the reason for any reduction of the refunded amount under Article 3.

5. Complaints (Defective Performance)

If you receive a defective or damaged product, you have the right to make a complaint no later than 24 months from receipt of the goods, unless a longer period is stated for the specific goods.

Procedure:

Contact our customer service and describe the defect in the product. When you file a complaint, we will issue you with written confirmation of when the complaint was filed and its content. By agreement with us, send the defective goods back to Borovnice 67, 592 42 Borovnice. For a defect that can be remedied, you have the right to choose between repair or replacement with a new item — we respect your choice, unless it is impossible compared to the other method or disproportionately costly for us. If neither repair nor replacement is possible or reasonable, or if we fail to remedy the defect within a reasonable time, or if doing so would cause you significant inconvenience, you are entitled to a reasonable discount on the price, or, in the case of a material breach of the agreement, to withdraw from the agreement. We will resolve the complaint no later than 30 days from the date it is filed, unless we agree with you on a longer period. Failure to meet this deadline is considered a material breach of the agreement.

6. Costs of Complaints

In the case of a justified complaint, we cover the reasonably incurred costs associated with shipping the goods back to us as well as sending the repaired/replaced goods back to you. If the complaint is not recognized as justified, you will bear the cost of shipping the goods back to you.

7. Exceptions to the Right of Withdrawal

In accordance with Section 1837 of the Civil Code, withdrawal from the agreement is not possible, among other things, for:

goods modified according to the consumer's wishes or for their person (made to order), unless defective, goods in sealed packaging that, for health protection or hygiene reasons, are not suitable for return after the consumer has broken the seal — this applies in particular to food products, tea blends, and cosmetic/hygiene products.

8. Changes to the Policy

We may update this Returns and Complaints Policy from time to time, for example in connection with changes in legislation. The current version is always published on this page with the effective date indicated. Agreements concluded before a change will be governed by the version of the policy valid and in effect at the time the agreement was concluded.

9. Contact

If you have any questions regarding returns or complaints, please contact our customer service at info@ensolife.eu.