Refund policy

At ENMY, we are committed to providing high-quality art supplies and ensuring our customers have a great shopping experience. Please read our Return & Refund Policy carefully before making your purchase.

Change of Mind

All sales are final. We do not accept returns, exchanges, or refunds for change-of-mind purchases, including but not limited to:

  • Ordered the wrong item, colour, or quantity
  • No longer needed the product
  • Found a better price elsewhere
  • Personal preference after receiving the item

Please review your order carefully before completing your purchase.

Damaged, Defective or Incorrect Items

We kindly ask that you inspect your order immediately upon receiving it.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days from the date your parcel is delivered so we can investigate and resolve the issue promptly.

To process your request, please provide:

  • Your order number
  • Clear photos of the product and packaging
  • Photos or videos clearly showing the defect or issue

Failure to provide sufficient evidence may result in the request being declined.

Eligible Defects

The following issues may qualify for a replacement or refund after verification by our Quality Control team:

  • Product damaged during delivery
  • Incorrect item received
  • Missing item(s) from your order
  • Acrylic marker with no ink or unable to write upon first use
  • Ink leakage caused before first use
  • Broken or cracked marker barrel or cap upon arrival
  • Manufacturing defects affecting normal product usage
  • Sketchbook or paper pad with major physical damage upon arrival

Please note that ENMY may request additional information if required during the verification process.

Non-Eligible Cases

The following situations are not covered under our Return & Refund Policy:

  • Change of mind
  • Normal wear and tear
  • Minor cosmetic imperfections that do not affect functionality
  • Damage caused by misuse, abuse, modification, improper storage, or accidental damage
  • Markers that have dried out due to leaving the cap open after use
  • Products damaged due to improper handling or cleaning
  • Colour differences caused by screen display or lighting
  • Expected characteristics of acrylic markers, such as the need to shake the marker or prime the nib before first use
  • Products returned without original packaging or with significant signs of use

Refunds

Once we receive and review your request, we will notify you of the outcome.

If your refund is approved:

  • Approved refunds will be transferred to the bank account provided by the customer during the refund process. Customers are responsible for ensuring that the submitted bank account information is accurate.
  • Shipping fees are non-refundable unless the return is due to our error (such as receiving the wrong item or a confirmed manufacturing defect).
  • Depending on your payment provider, refunds may take 7–14 business days to appear in your account.

Replacements

Where applicable, ENMY may provide a replacement instead of a refund if the issue is confirmed to be a manufacturing defect or shipping damage.

Replacement requests are subject to product availability.

Contact Us

If you have any questions regarding your order or wish to submit a return or refund request, please contact our Customer Support team.

Email: stcommerce24@gmail.com

Please include your order number and supporting photos or videos to help us process your request as quickly as possible.