Refund Policy

1. Satisfaction Guarantee

We want you to be satisfied with your purchase. If you are not satisfied with Enerivo, you may request a refund within 30 days of delivery, subject to the conditions below. Your satisfaction is our priority, and we stand behind the quality of our products.

2. Eligibility

To be eligible for a refund:

• You must contact us within 30 days of receiving your order
• The product must be returned in its original packaging, unopened or with minimal use (at least 50% of the product remaining)
• You must provide proof of purchase (order number or receipt)

3. Non-Refundable Items

We cannot offer refunds for:

• Products that have been fully used or consumed
• Products returned without original packaging
• Requests made after the 30-day period
• Products damaged due to customer misuse

4. How to Request a Refund

Contact us at office@trueaulabelei.world with:

• Your order number
• Reason for the refund request
• Photos of the product (if applicable)

We will respond within 5 business days with instructions for returning the product. Once we receive and inspect the return, we will process your refund within 14 business days. Please allow additional time for your bank to process the refund.

5. Refund Method

Refunds will be issued to the original payment method. Depending on your bank or card provider, it may take 5–10 business days for the refund to appear in your account. We will notify you by email once the refund has been processed.

6. Return Shipping

You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping service and retaining proof of postage. We are not responsible for items lost in transit.

7. EU Consumer Rights

If you are a consumer in the European Union, you have the right to withdraw from a distance contract within 14 days without giving a reason. The withdrawal period expires 14 days after the day you receive the goods. To exercise this right, inform us of your decision by email. You must return the goods within 14 days of informing us. We will refund you within 14 days of receiving the returned goods, including standard delivery costs. We may deduct from the refund the direct cost of returning the goods if you chose a premium delivery method.

8. Defective Products

If you receive a defective or damaged product, please contact us immediately with photos. We will arrange a replacement or full refund at no additional cost to you, including return shipping. Your statutory rights are not affected.