B2B Return and Refund Policy

This Return and Refund Policy applies to business-to-business purchases made from ENLUME, operated by HK ENLUME INTERNATIONAL FASHION TRADING LIMITED.

ENLUME supplies products for wholesale, resale, distribution, brand sourcing, sample evaluation, product development, OEM/ODM production, private-label projects, and other legitimate business purposes.

By placing an order, the buyer confirms that the purchase is made primarily for purposes relating to its trade, business, craft, or profession and not primarily for personal, family, or household use.

Unless otherwise agreed in writing or required by applicable law, returns, replacements, credits, cancellations, and refunds are handled according to the terms below.

1. Eligible Return and Refund Claims

A return, replacement, credit, or refund request may be considered in the following circumstances:

• The product has a confirmed manufacturing defect.

• The product was damaged during delivery.

• The product received is incorrect.

• The quantity received does not match the confirmed order.

• The product materially differs from the specifications, design, color, material, finish, or other details confirmed in writing for the order.

• The return has been authorized by ENLUME in writing before the product is sent back.

All claims are subject to review and confirmation based on the order details and supporting evidence provided.

Products returned without prior written authorization will not be accepted.

2. Inspection and Claim Periods

The buyer must inspect the products promptly after delivery.

Claims involving visible damage, shortages, incorrect products, incorrect quantities, or other issues that could reasonably be identified during an initial inspection must be submitted within 7 calendar days after delivery.

A manufacturing defect that could not reasonably have been identified during the initial inspection must be reported promptly after it is discovered.

Failure to inspect the products or submit a claim within the applicable period may affect the buyer’s eligibility for a remedy, to the extent permitted by applicable law and the confirmed order terms.

3. How to Submit a Claim

To submit a return, replacement, or refund request, contact:

Email: support@enlumeintl.com

Please provide:

• Order number

• Company name

• Contact person

• A clear description of the issue

• Product name, variation, and affected quantity

• Clear photographs or videos showing the issue

• Photographs of the product labels and packaging, where applicable

• Any other information reasonably requested to assess the claim

For shipping damage, the buyer must keep the original outer carton, inner packaging, labels, and damaged products until the claim has been reviewed. Photographs of the outer carton, shipping label, inner packaging, and damaged products may be required.

Submitting a claim does not automatically mean that a return or refund has been approved.

4. Review and Available Remedies

After reviewing the order details and supporting evidence, ENLUME will determine whether the claim is confirmed.

Depending on the circumstances, affected quantity, product availability, and confirmed order terms, an appropriate remedy may include:

• Replacement of the affected products

• Repair, where practical

• Partial refund

• Full refund for the affected products

• Credit note

• Credit toward a future order

• Approved return instructions

• Another solution agreed in writing

A full refund of the entire order will not normally be provided where the confirmed issue affects only part of the order and an appropriate remedy can reasonably be provided for the affected products.

5. Non-Returnable Items

Unless there is a confirmed manufacturing defect, shipping damage, incorrect product, material non-conformity, or another right that cannot lawfully be excluded, the following products and costs are non-returnable and non-refundable:

• Custom-made or personalized products

• OEM/ODM and private-label products

• Products manufactured with a custom logo, engraving, packaging, color, material, finish, size, mold, design, or specification

• Made-to-order products

• Bulk production orders manufactured according to confirmed specifications

• Approved production samples or pre-production samples

• Sample orders without a confirmed quality or order-fulfillment issue

• Clearance, discounted, or final-sale products

• Products that have been used, worn, washed, altered, repaired, resized, relabeled, repackaged, or damaged after delivery

• Products that are no longer in their original condition

• Products returned without the original packaging, labels, tags, accessories, components, or required documentation, unless otherwise approved in writing

• Mold fees, design fees, development fees, sample fees, testing fees, packaging development costs, and other pre-production costs after the relevant work has started

For hygiene and quality-control reasons, earrings and other pierced jewelry must remain unused and unworn, with their original packaging and hygiene seals intact where applicable, unless the claim concerns a confirmed defect or incorrect product.

6. Change-of-Mind Returns

Because ENLUME supplies products for B2B purchasing, wholesale, sourcing, sample evaluation, and production purposes, change-of-mind returns are not accepted.

This includes returns requested because the buyer:

• No longer requires the products

• Ordered an incorrect product, color, size, style, or quantity

• Is unable to resell the products

• Experiences a change in customer demand

• Decides not to proceed with a planned project

• Prefers another product after the order has been confirmed

ENLUME may approve an exception in writing at its sole discretion, but is not required to do so.

Where an exceptional change-of-mind return is approved, the buyer is responsible for all return shipping costs, customs duties, import taxes, clearance charges, handling fees, payment fees, and other related costs. The products must be unused, undamaged, and returned in their original condition and packaging.

Approval of an exception for one order does not create an obligation to approve similar requests in the future.

7. Return Authorization and Shipping

Do not send any product back before receiving written return authorization and return instructions from ENLUME.

The return authorization will confirm, where applicable:

• The products and quantities approved for return

• The authorized return address

• The required shipping method

• Packaging and documentation requirements

• Responsibility for return shipping costs

• Any other return conditions

Products sent to an unauthorized address, returned without authorization, or sent using an unapproved shipping method may be refused or may not qualify for a refund.

If the return results from a confirmed manufacturing defect, shipping damage, incorrect product, or material non-conformity, ENLUME will confirm the appropriate return or replacement arrangement.

For any return approved for another reason, the buyer is responsible for return shipping and all related duties, taxes, clearance charges, and fees.

8. Refund Processing

Refunds are processed only after the claim has been approved and, where a return is required, after the returned products have been received and inspected.

Once approved, the refund will normally be processed within 10 business days.

Refunds will be issued through the original payment method where reasonably possible. ENLUME and the buyer may instead agree to another method, including:

• Bank transfer

• Credit note

• Store credit

• Credit toward a future order

Banks, card providers, payment processors, and international transfer providers may require additional time to post the funds after ENLUME has processed the refund.

Original shipping charges, customs duties, import taxes, VAT, sales taxes, customs-clearance charges, payment-processing fees, bank charges, handling fees, remote-area surcharges, address-correction charges, and redelivery charges are generally non-refundable.

Where a refund results from a confirmed manufacturing defect, shipping damage, incorrect product, or material non-conformity, responsibility for reasonable and approved related costs will be determined according to the circumstances and the confirmed order terms.

9. Stock Availability Before Fulfillment

Website availability is subject to final warehouse confirmation after an order is placed.

If a product is temporarily unavailable before fulfillment, ENLUME will contact the buyer to confirm an appropriate option, which may include:

• Waiting for restocking or production

• Replacing the unavailable product with an agreed alternative

• Refunding the unavailable product

ENLUME will not substitute a product without the buyer’s approval.

If a product cannot be restocked or produced within an acceptable timeframe, ENLUME may cancel and refund the affected product. If the unavailable product represents the entire order, the order may be cancelled and refunded.

A refund issued because a product is unavailable before fulfillment is not treated as a product return.

10. Order Cancellations

Cancellation requests for standard, in-stock, or ready-for-processing products must be submitted before shipment.

Submitting a cancellation request does not guarantee that the order can be cancelled. If processing, packaging, purchasing, or other order-related work has already started, the cancellation may be declined or may be subject to reasonable costs already incurred.

Custom, OEM/ODM, private-label, logo, packaging, made-to-order, and bulk production orders may not be cancelled after:

• The order or production specifications have been confirmed

• Materials or components have been purchased

• Design or development work has started

• Samples, molds, tooling, or packaging have been produced

• Production has started

• The order has otherwise been committed for manufacturing

Deposits, sample fees, mold fees, design fees, development fees, packaging costs, material costs, testing fees, and other pre-production or production costs may be non-refundable after the relevant work or purchasing has started, unless otherwise agreed in writing.

11. Business Purchaser Verification

ENLUME may request reasonable information to verify that an order is a genuine business purchase, including:

• Company or trading name

• Business address

• Company website or business profile

• Business registration information

• VAT, tax, or resale information, where applicable

• Intended purchasing purpose

• Authorization of the person placing the order

ENLUME reserves the right to decline or cancel an order if the information provided is incomplete, inaccurate, misleading, or insufficient to verify the business nature of the transaction.

12. Consumer and Mandatory Legal Rights

This policy is intended to govern genuine business-to-business transactions.

Consumer cancellation, cooling-off, and withdrawal rights, including the European Union 14-day consumer right of withdrawal, do not apply to purchases made wholly or mainly for purposes relating to the buyer’s trade, business, craft, or profession.

However, the buyer’s legal status is determined by the circumstances of the transaction and applicable law, not solely by the title of this policy or a statement made during checkout.

If applicable law classifies a buyer as a consumer or provides mandatory rights or remedies that cannot lawfully be excluded, those mandatory rights and remedies will take precedence over any conflicting provision of this policy.

Nothing in this policy excludes or limits liability, rights, or remedies that cannot lawfully be excluded or limited.

13. Contact Us

For return, refund, cancellation, product issue, or order-related inquiries, contact:

ENLUME
HK ENLUME INTERNATIONAL FASHION TRADING LIMITED
Email: support@enlumeintl.com