Refund and return policy
Samples are not refundable and not exchangeable. They are produced or picked
specifically for you, at a sample price that covers the fabric, the logo
application and the handling. That is why the sample price is low: it exists so
you can test fabric, fit and finish before you commit to a production run.
Production orders are not refundable unless there is a manufacturing or quality
fault. Every order is made against a written specification that you approve —
tech pack, fabric, colour, size split and logo method. If the goods match that
approved specification, the order cannot be returned or refunded, because
nothing we produce can be resold.
Every order is inspected 100% piece by piece before dispatch, and the inspection
is recorded: photos and a video of your actual lot are kept on file with the
order number and carton marks. That record is what we investigate against if a
claim is raised, and it is available to you on request.
If something is wrong, tell us. Quality issues are handled on evidence. Write to
info@enovstars.com within 7 days of delivery and include:
- your order number and the carton marks
- photos or a short video of the problem, taken on arrival and before any
washing or altering
- the quantity affected, and the style, colour and size
We investigate against the approved sample and the inspection record for that
lot. If we confirm the fault is ours — wrong construction, wrong print or logo
placement, wrong measurement outside tolerance, damaged goods, or a quantity
shortfall — we will replace the affected pieces or refund them. You choose
which. Replacement production follows the normal lead time; refunds are issued
to the original payment method.
If a confirmed fault affects only part of a lot, we settle on the affected
pieces. We do not accept returns of goods that match the approved specification,
and we do not refund freight, duty or taxes charged outside our invoice.
Special cases are welcome to be discussed. If your situation falls outside the
above — a change of plan, a delay you did not expect, a client who cancelled —
write to us before the goods ship. We would rather find an arrangement than lose
a buyer, and we will tell you honestly what is possible for your order.
What we cannot cover: normal wear, washing or alteration after delivery; colour
variation within the industry tolerance of the fabric you approved; size
complaints on a run produced to a spec you approved; damage caused in transit
after the carrier has accepted the carton, beyond what the carrier's insurance
covers.
Reply time: one business day, Monday to Friday, GMT+8. Everything is answered in
writing so both sides have a record.
