Refund policy

Change of Mind and Cancellations - Before Dispatch

If you change your mind and your order has not yet left our warehouse, you are eligible for a full refund, including freight.
Requests must be submitted in writing to: hello@engold.com.au
Please include your order number and reason for cancellation.

Returns & Exchanges - After Dispatch

While Australian Consumer Law does not require us to offer refunds for change of mind, En Gold offers the following goodwill policy:

• You may request a return within 7 days of delivery.
• A 20% restocking fee applies.
• Return freight is at the customer’s expense.
• All returns must be in original packaging and resaleable condition.
• Items not in original packaging or damaged in transit will not be accepted.
• Choosing a credit note waives the 20% restocking fee (return shipping still applies).
• En Gold is not liable for lost, stolen, or damaged returns.
  

Homewares Exchange

• A return label can be provided; the cost will be deducted from the credit.
• Must be unused and in original packaging.

Made-to-Order & Lead Time Items

• Made-to-Order items cannot be cancelled, returned, or refunded due to change of mind.
• Estimated lead time: 16–20 weeks.
• Early delivery must be accepted unless otherwise arranged.
• Complimentary storage is for 2 weeks, and then a charge of $150 per week applies.

Consumer Guarantees Under Australian Consumer Law

You are entitled to a repair, replacement, or refund if an item:

• Is faulty or defective
• Is not as described
• Does not meet its intended purpose
  
• Has a major manufacturing fault

Notify hello@engold.com.au within 24 hours of delivery with the order number and photos.

Sale & Discounted Items

• Final sale. No returns or exchanges for change of mind.
• Discount codes are not valid during sale events.
• Discounts cannot be retroactively applied.
• Trade discounts cannot be combined with other offers.

Split Payments

•  Available for items with a 2+ month arrival timeline.
• 50% deposit required to secure the order.
• Balance due 4–6 weeks prior to delivery.
• Missed payments result in cancellation and credit note for deposit.
• In-stock items require full payment.