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Return & Exchange Policy

At ENMY, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a hassle-free 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 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 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: service@enmy.com
Response time: within 24 hours（business days）

7. Policy Statement

Enmy 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:

  1. Contact our customer service team by online chat or email.
  2. Please provide your order number, the item(s) you wish to return, and the reason for the return.
  3. 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.
  4. 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 service@enmy.com

Return Address:

Please contact 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 given 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 service@enmy.com.