Refund policy

Returns & Refunds Policy

Personalised and Made-to-Order Products

All ENEFSY products are personalised and made to order according to the customer’s individual specifications.

Depending on the product, personalisation may include NFC programming, individual URLs, QR codes, logos, names, text, colours, designs or other customer-selected specifications.

Because our products are made according to individual customer specifications or are clearly personalised, the statutory right of withdrawal does not apply to these products in accordance with Section 312g (2) No. 1 of the German Civil Code (BGB).

Therefore, personalised and made-to-order products cannot be returned or exchanged simply because you have changed your mind.

Damaged Products and Shipping Damage

Please inspect your order immediately upon delivery.

Any visible damage to the product or shipping packaging should be reported to us within 24 hours of delivery by contacting info@enefsy.com.

When reporting shipping damage, please provide:

your order number,
a description of the damage,
clear photographs of the damaged product,
photographs of the shipping packaging, where applicable.

Please keep the original packaging until the matter has been resolved, as it may be required to process a claim with the shipping carrier.

If your claim is justified, we will provide an appropriate remedy in accordance with applicable law.

The request to report visible shipping damage within 24 hours does not limit or exclude your statutory consumer or warranty rights.

Defective or Incorrect Products

If you receive a product that is defective, incorrect, or does not correspond to the specifications of your order, please contact us as soon as possible at info@enefsy.com.

Please include your order number, a description of the issue and, where helpful, photographs or other evidence showing the problem.

Your statutory rights in relation to defective or non-conforming goods remain unaffected.

Customer-Provided Information

Customers are responsible for checking all information and specifications submitted with their order before completing the purchase.

This includes, but is not limited to:

URLs and links for NFC programming,
names and text,
logos,
QR-code destinations,
colours,
designs,
and any other personalised information provided for the order.

Please ensure that all information is complete and correct before submitting your order.

If you notice an error after placing your order, contact us immediately at info@enefsy.com. We will try to accommodate changes where reasonably possible. However, once production or personalisation has started, changes may no longer be possible.

Order Cancellations

Because all ENEFSY products are individually made and personalised, please contact us immediately if you wish to cancel an order.

If production or personalisation has already started, cancellation may no longer be possible, subject to your statutory rights.

Returns

As ENEFSY products are personalised and made according to individual customer specifications, we do not accept returns or exchanges due to a change of mind where the statutory exclusion from the right of withdrawal applies.

This does not affect your statutory rights if a product is defective, damaged, incorrect or otherwise does not conform to the contract.

Please do not send any products back to us without contacting us first. If a return is required as part of resolving a valid complaint, we will provide you with the necessary instructions.

Refunds

Where a refund is required under applicable law or has been agreed by us as part of resolving a valid complaint, the refund will be processed using the appropriate payment method.

The time required for the refunded amount to appear in your account may depend on your bank or payment provider.