Refund policy
At ENMY Factory Store, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a 30-day return policy.
1. Product Quality Issues
At ENMY, we are committed to providing high-quality marker products. If the product you receive has any quality issues, we will provide a return, replacement, or compensation.
Applicable situations include:
Product cannot be used properly
Damaged marker tips or ink leakage
Missing or defective colors
Functional defects
Damaged packaging
Damage caused during transportation
Solutions we provide:
Free return and full refund
Free replacement
Cash compensation (confirmed by customer service)
Customers must contact us within 30 days after receiving the product and provide:
Order number
Photos or videos of the issue
Description of the problem
After verification, our support team will arrange the solution.
2. Non-Quality Related Returns
If the order has already been shipped and the customer wants to return the product for personal reasons, ENMY Factory Store supports returns, but operational fees will be charged.
Fees may include:
Warehouse handling cost
Shipping and logistics cost
Packaging and labor cost
The refund will be issued after deducting the relevant operational fees.
Applicable situations:
Change of mind
Ordered the wrong item
Duplicate order
No longer needed
Other non-quality-related reasons
Return requests must be submitted within 30 days after shipment by contacting customer service.
3. Dissatisfaction After Receiving the Product
If you receive the product and are not satisfied, you may contact our customer service team to request a refund.
Possible solutions:
Partial refund
Return and refund
Cash compensation
Other negotiated solutions
ENMY Factory Store will work with customers to provide a reasonable and fair solution to ensure a good shopping experience.
4. Non-Returnable Situations
Returns or refunds will not be accepted under the following conditions:
Product has been heavily used and affects resale
Human-caused damage
Request made after 30 days
No valid order information provided
Fraudulent or abusive refund behavior
5. Refund Processing Time
Review time: 1–3 business days
Refund processing: 3–7 business days
Refund will be issued to the original payment method
Processing time may vary depending on the payment provider.
6. Contact Us
If you need to request a return or refund, please contact us:
Email: jerryxie252@gmail.com
Response time: within 24 hours (business days）
7. Policy Statement
ENMY Factory Store reserves the right to interpret this Return & Refund Policy.
This policy may be updated based on operational requirements.
Return Steps
To initiate a return, please follow these steps:
Contact our customer service team via online chat or email.
Please provide your order number, the item(s) you wish to return, and the reason for the return.
Please package the item(s) securely in their original packaging, with all tags attached, and include a copy of the original invoice or packing slip.
Return the product to the return address provided by the staff.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at jerryxie252@gmail.com.
Return Address:
Please get in touch with our Customer Service if you wish to return any items to the nearest return address. You will receive a response as soon as possible.
About when refunds are processed
Upon arrival, please allow our returns team 1-3 business days to process your item. All items returned are thoroughly inspected post-arrival. Please note, refunds may take an additional 5-7 business days to reflect on your bank statement. All refunds will be processed to the original form of payment. Once your refund has been issued, you will receive a confirmation email.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jerryxie252@gmail.com.