This Returns & Claims Policy applies to business-to-business purchases made from ENLUME, operated by HK ENLUME INTERNATIONAL FASHION TRADING LIMITED.
ENLUME supplies ready-stock jewelry, online samples, small wholesale orders, bulk orders, OEM/ODM products, private label products and other customized business orders. Returns, claims and remedies are handled according to the order type, confirmed specifications, approved samples, written agreements and the terms below.
Inspecting Your Order
Please inspect the products, quantities, packaging and shipping condition promptly after delivery.
If the outer carton appears damaged, opened, wet, crushed or otherwise abnormal, please photograph or record the package before opening it. Keep the outer carton, shipping label, inner packaging and affected products until the claim has been reviewed.
Eligible Claims
A claim may be considered when:
- The product has a confirmed manufacturing defect.
- The product was damaged during transportation.
- The product received is different from the confirmed item, color, quantity or order specification.
- Products or quantities are missing from the shipment.
- A customized product materially differs from the approved sample or written specifications.
- The return or remedy has been approved by ENLUME in writing.
Submitting a claim does not automatically confirm that the claim has been accepted. ENLUME will review the order details, available evidence, approved specifications and the nature of the issue before proposing a solution.
Claim Notification Period
Visible damage, shortages or incorrect items
Claims relating to visible shipping damage, missing quantities, incorrect products or other issues that can reasonably be identified during inspection must be submitted within 7 calendar days after delivery.
Other manufacturing issues
If a manufacturing issue could not reasonably have been identified during the initial inspection, please contact us promptly after discovery. The claim will be reviewed according to the product, evidence, order history, applicable written agreement and applicable law.
Claims submitted after products have been sold, worn, altered, repackaged or distributed may be more difficult to verify and may not be accepted unless the issue is clearly attributable to manufacturing.
Information Required for a Claim
Please email support@enlumeintl.com and provide:
- Order number or invoice number.
- Company name and contact person.
- Product name, SKU, color and affected quantity.
- A clear description of the issue.
- Clear photos or videos showing the affected products.
- Photos of the outer carton, shipping label and inner packaging when the issue may be shipping-related.
- Photos comparing the affected product with the approved sample or confirmed specification when applicable.
- Any other information reasonably required to review the claim.
Please do not dispose of the products or packaging while the claim is under review unless ENLUME has confirmed otherwise in writing.
Items Not Normally Eligible for Return
Unless otherwise agreed in writing or required by applicable law, we do not normally accept returns or provide refunds for:
- Change of mind, slow sales or changes in market demand.
- Incorrect products, colors, sizes or quantities selected by the buyer.
- Products that have been worn, used, altered, repaired or modified after delivery.
- Products damaged through improper handling, storage, cleaning, display or transportation arranged by the buyer.
- Damage caused by moisture, chemicals, cosmetics, perfume, friction, impact, heat or other external conditions.
- Normal wear, gradual finish changes or deterioration caused by use or storage conditions.
- Unauthorized returns sent without written approval.
- Products that cannot be identified as products supplied by ENLUME.
- Customized, logo, private label or custom packaging products that match the approved sample and confirmed specifications.
Product and Material Variations
Jewelry may contain handmade elements, natural pearls, natural stones, glass, resin, enamel, plated finishes or other materials with normal production and material variations.
Minor differences in color, texture, stone pattern, pearl shape, handwork, measurements, weight or finish are not normally considered defects when they are within the approved sample, confirmed tolerance or normal characteristics of the material and production process.
Colors may also appear different because of photography, lighting, screen settings or display conditions. A material difference from the confirmed product specification will be reviewed separately.
Customized, OEM/ODM and Private Label Orders
Customized, OEM/ODM, logo, private label and custom packaging orders are produced according to approved samples, written specifications and confirmed project requirements.
Once a sample, color, material, finish, logo position, packaging solution or other specification has been approved, products manufactured in accordance with that approval are not normally returnable because of preference changes, market response or later changes requested by the buyer.
If bulk products materially differ from the approved sample or written specifications, please submit a claim with comparison photos, measurements and other supporting information.
Return Authorization
No product may be returned without written authorization from ENLUME.
If a return is required, we will provide the approved return address, shipping instructions, affected quantities and any required documentation. Please do not return products to the address shown on the original shipping label unless specifically instructed to do so.
Unauthorized returns, cash-on-delivery shipments or shipments sent to an unapproved address may be refused and may not qualify for reimbursement.
Condition of Returned Products
Approved returned products must be securely packed and, where reasonably possible, returned with their original packaging, labels, accessories and identifying information.
The buyer is responsible for preventing additional damage during return transportation. Please provide the return tracking number and shipping documents after dispatch.
Return Shipping Costs
If a claim is confirmed to have resulted from an ENLUME manufacturing error, packing error or incorrect fulfillment, ENLUME will discuss an appropriate arrangement for the affected products and reasonable approved return shipping costs.
If a return is approved for a reason not attributable to ENLUME, the buyer may be responsible for return freight, duties, taxes, customs fees, handling charges and other related costs.
Return shipping costs must be approved before shipment. Unapproved express services, additional insurance or other optional charges may not be reimbursed.
Shipping Damage and Carrier Investigation
Claims involving loss, transportation damage or delivery exceptions may require investigation by the logistics provider or carrier.
Please keep all packaging and provide the requested evidence promptly. Investigation periods and available remedies depend on the shipping service, evidence submitted and carrier procedures.
A carrier investigation does not automatically confirm compensation. Any approved solution will be determined after the available evidence and order details have been reviewed.
Available Remedies
After a claim has been reviewed and accepted, the available remedy may include:
- Replacement of the affected products.
- Replenishment of missing quantities.
- Repair or rework where technically appropriate.
- Replacement parts or components.
- Store credit or credit applied to a future order.
- A partial refund proportionate to the confirmed issue.
- A full refund for the affected products where another remedy is not appropriate.
The remedy will be determined according to the nature and extent of the issue, affected quantity, product availability, production feasibility, evidence provided and applicable agreement.
A claim concerning part of an order does not automatically entitle the buyer to reject or obtain a refund for unaffected products.
Refund Processing
Where a refund has been approved, it will be processed after the agreed claim requirements have been completed, which may include return delivery, product inspection or written confirmation that a physical return is not required.
Refund processing and posting times may vary depending on the original payment method, payment provider and banking institution.
Original shipping charges, customs duties, taxes, brokerage fees and destination-related charges are not normally refundable unless the claim resulted directly from a confirmed ENLUME error or otherwise required by applicable law.
Business-to-Business Orders
ENLUME products are primarily offered for business purposes, including resale, sourcing, product evaluation, wholesale purchasing, distribution, OEM/ODM development and private label projects.
This policy does not provide a consumer-style change-of-mind return right for B2B orders. Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded or limited under applicable law.
Contact Us
To submit a claim or ask a question about a return, please contact:
Email: support@enlumeintl.com
Please include your order number, company name, contact person, affected products, quantities and supporting photos or videos so that we can review the matter efficiently.