Refund policy

At Enchya, customer satisfaction is our priority. We want you to feel confident when purchasing our outdoor products.

If you are not completely satisfied with your purchase, please review our return and refund policy below.

Return Eligibility

We accept returns for eligible products within 30 days after delivery.

To be eligible for a return:

• The return request must be submitted within 30 days of receiving the product.

• The item must be unused, unopened, and in its original packaging.

• The product must be in resalable condition.

• Proof of purchase is required.

Items that do not meet these conditions may not be accepted for return.

Please note that customized products, clearance or closeout products, and products sold as final sale are not eligible for return or exchange, except where required by applicable law or when the item is defective, damaged, or incorrect due to an error on our part.

How to Request a Return

To start a return, please contact our customer service team with:

• Order number

• Customer name

• Reason for return

• Photos of the product and packaging (if applicable)

Our team will review your request and provide return instructions if your return is approved.

Please do not send products back before receiving return authorization from Enchya.

Unauthorized returns may not be accepted or refunded.

Before initiating a return, you may contact our customer service team to confirm the estimated refund amount for your eligible return.

Return Shipping Costs and Fees

For returns due to personal reasons, such as:

• Changed your mind

• Ordered the wrong size

• No longer need the product

Customers are responsible for all return shipping costs.

All eligible returns are subject to a 20% restocking fee, which may be deducted from the refund amount.

Original shipping and handling charges are non-refundable.

For orders that qualified for a free shipping promotion, the actual outbound shipping cost incurred by Enchya may be deducted from the refunded amount.

Customers are encouraged to contact our customer service team before returning an item to confirm their estimated eligible refund amount.

For defective, damaged, or incorrect products caused by Enchya, we will provide appropriate assistance, including replacement or refund solutions. Return shipping costs or other related arrangements will be determined based on the specific situation.

Refund Process

Once your returned item is received and inspected, we will notify you of the refund approval status.

If approved, the refund amount will be calculated after any applicable deductions, including:

• 20% restocking fee

• Non-refundable original shipping and handling charges

• Applicable outbound shipping costs for orders originally shipped under a free shipping promotion

If approved, your refund will be processed to the original payment method within 5–10 business days after the return has been received and inspected.

Please note that your bank or payment provider may require additional time to process and display the refund.

Customized Products

Due to the personalized nature of customized products, including custom pool safety covers, orders that are made according to customer-provided measurements, specifications, or designs are generally not eligible for return, exchange, or cancellation once production has begun.

Custom products are made specifically for each customer's confirmed requirements and cannot typically be resold.

Returns or refunds for customized products may only be considered if:

• The product arrives defective or damaged; or

• The product does not match the confirmed order specifications.

Before production begins, our team will confirm product details with customers to help ensure accuracy.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 15 days of delivery.

Please provide:

• Order number

• Photos or videos showing the issue

• Description of the problem

Our customer service team will evaluate the situation and provide a suitable solution, which may include replacement, repair, partial refund, or other appropriate resolution depending on the circumstances.

Order Cancellation

Orders may be canceled before production or shipment begins.

Once an order has entered production, the customization process, or has been shipped, cancellation may not be accepted.

Custom-made products generally cannot be canceled once production has begun.

Please contact us as soon as possible if you need to modify or cancel your order.

Return Address

Approved returns should be shipped to:

Enchya Return Center
Attn: Enchya Customer Service
Address: 340 W St Andrews St
City/State/ZIP: Ontario, CA 91762
United States

Please contact our customer service team and receive return authorization before sending any product back.

Contact Us

If you have any questions about returns, refunds, or your estimated eligible refund amount, please contact us:

Email: support@enchya.com