Enado Returns,Order Cancellation and After Sales Policy

Returns Procedure

To return any goods to Enado, a Return Material Authorisation (RMA) must first be obtained from the Enado Technical Support team. This ensures that Enado can efficiently identify and process the customer’s returns. The Enado Technical Team is available via email at sales@Enado.com or through Enado Support on the Enado Portal, using the customer’s login details. The customer will need to provide the Manufacturer, Model Number, Serial Number, Date of Purchase, and the Reason for Return. Once the RMA has been issued, the customer will receive an email confirmation, including the required documentation, which should be printed and securely attached to the package being returned. All goods must be returned in their original packaging, along with any accessories and power cables (where applicable). Products must be packed appropriately, using additional packaging where necessary, to prevent damage during transit. Products returned without an RMA number will be quarantined, which could cause delays in processing or affect the customer’s entitlement to a repair, replacement, or refund. RMAs are valid for 14 days from the date of issue. Any items returned after this period, or those not matching the RMA details, will be refused. Enado cannot be held responsible for products returned without a valid RMA number.

Non-Fault Returns (Products No Longer Required)

At Enado’s discretion, Enado may accept the return of unwanted items for a refund or exchange, provided the following conditions are met:

• The item(s) being returned must have a value exceeding £75.
• Goods must be returned in their original, unopened, undamaged, and unmarked manufacturer packaging.
• The return request must be submitted within 30 days of the delivery date.
• The buyer agrees to cover all associated return costs, including carriage and insurance.

Restocking Fees

• For returns within 14 days of the invoice date, a 15% restocking fee will apply.
• For returns between 15 and 30 days of the invoice date, a 25% restocking fee will apply.

The goods must be returned to Enado with the RMA documentation attached to the outside of the package, within 30 days of the RMA being issued. If the goods are not returned within this period, the RMA will be cancelled. Shipments that do not comply with these conditions or are received after the RMA has expired will be returned to the customer, with delivery costs invoiced.

Exclusions to Non-Fault Returns

Enado is unable to accept returns for the following:

• Custom orders, special orders, and non-stock items, including licences.
• Items valued at less than £75.
• Graded or clearance products.

Items Damaged in Transit

Upon receiving the order, the customer must inspect the products carefully. If the items appear damaged, refuse the delivery, and notify Enado immediately. If the customer is unable to inspect the goods upon delivery, the parcel must be signed as unchecked. Failing to do so may impact any subsequent warranty claims. Any items found damaged after delivery must be reported to Enado within 24 hours, including photographic evidence. Once returned in the original packaging, complete with accessories and documentation, Enado will issue a full refund following a detailed check that the claim for damage is valid.

Warranty Returns

For faulty equipment, please contact Enado’s Technical Support team at sale@Enado.com or through Enado Support on the Enado Portal, using the customer’s login details. Once troubleshooting confirms a fault, an RMA will be created. Upon receipt, the product will be tested by Enado’s Service team. If a fault is verified, Enado will either process a repair or issue a replacement. If no fault is found, the item will be returned to the customer with a £35 + VAT administration charge, plus outbound return carriage costs. If the fault arises due to non-compliance with the manufacturer’s guidelines for storage, installation, or maintenance, or if the goods have been altered without manufacturer consent, Enado reserves the right to refuse a repair, replacement, or refund. If the customer was provided with a loan replacement during the testing process, it must be returned upon completion. Failure to do so will result in the customer being charged for the replacement item.

Right to Amend Terms

Enado reserves the right to revise these terms periodically, without notice, to reflect changes in market conditions, technology, and regulatory requirements. This returns policy does not affect the customer’s statutory rights.