Refund policy
Every Gifts by Enso frame is cut, layered and assembled by hand, to order, for one specific person. That's what makes it a keepsake — and it's also why our returns policy works a little differently from a mass-produced store. Please read this before you order.
Last updated: 18 August 2026
At a glance
| Situation | What you get | Time limit |
|---|---|---|
| Item arrives damaged, defective, or is the wrong product | Free replacement or full refund — your choice | Raise within 7 days of delivery |
| Personalisation error caused by us (wrong spelling, date or photo) | Free remake and reship | Raise within 7 days of delivery |
| Personalisation error caused by details you supplied | Remake at a discounted charge | Anytime |
| Change of mind on a personalised / made-to-order item | Not eligible for return or refund | — |
| Change of mind on a ready-to-ship, non-personalised item | Refund on return, minus return shipping | Raise within 7 days of delivery |
| Cancellation before we start making your order | Full refund | Within 24 hours of ordering, or before production begins |
| Cancellation after production has begun | Not available | — |
1. Made-to-order and personalised items
Most of what we sell is made to order. Frames carrying a name, a date, a photograph, a sonogram, custom text, or a colour or design combination chosen by you are personalised items, and they cannot be resold to anyone else.
For that reason, personalised items are not eligible for return, exchange or refund on account of change of mind, a change in circumstances, or a change in preference once production has begun. This exclusion is permitted for goods made to a consumer's specifications, and it is the same standard applied across the custom gifting industry.
This does not limit your rights where the item is damaged, defective, or not what you ordered. Those situations are covered in Section 3.
Please double-check your spellings. We produce exactly what you enter at checkout — names, dates and messages are copied character for character from your order. If the spelling in your order is wrong, we will still gladly remake the piece for you, but at a discounted remake charge rather than free of cost.
2. Ready-to-ship, non-personalised items
If you have purchased a non-personalised, ready-to-ship design, you may return it within 7 days of delivery provided it is:
- unused and undamaged, with no marks, dents, creases or adhesive residue;
- in its original inner box, sleeve and protective packaging; and
- accompanied by your order number or proof of purchase.
Return shipping for change-of-mind returns is arranged and paid for by you. We recommend a tracked courier — we cannot process a refund for a parcel that does not reach us. Once the item arrives and passes inspection, we will refund you under Section 6.
3. Damaged, defective, or incorrect items
Paper travels well, but couriers occasionally do not. If your parcel arrives crushed, or the frame inside is damaged, defective, or is simply not what you ordered, we will make it right.
Raise the claim within 7 days of delivery by emailing koyna@ensobyko.com with:
- your order number;
- clear photographs of the item and of the outer shipping box, including any damage to the packaging; and
- an unboxing video — a single continuous clip that starts before the outer packaging is opened and continues until the frame is fully removed.
The unboxing video is our only reliable way to distinguish transit damage from post-delivery damage, and our courier partners require it to settle a claim. Please start recording before you cut the tape.
Where a claim is valid, you choose the remedy: a free replacement produced and shipped at our cost, or a full refund including any shipping you paid. We will confirm which within 2 business days of receiving your photographs and video. In most cases we will not ask you to ship the damaged item back; if we do, we will arrange and pay for the pickup.
If the personalisation is wrong because of an error on our side, the remake is free and we do not need the original returned.
4. Items we cannot accept back
- Personalised or made-to-order items, except where damaged, defective or incorrect (Section 3)
- Items returned without prior written approval from us
- Items damaged after delivery through handling, moisture, sunlight, or attempts at repair, cleaning or reframing
- Items returned without their original packaging, or in a condition that prevents resale
- Gift cards
- Items purchased during a clearance or final-sale promotion, where this is stated on the product page
- Anything reported to us more than 7 days after delivery
Please note that our frames are handmade from paper. Slight variations in cut edges, layer alignment, paper grain and colour between one piece and the next are characteristic of handcrafted work and are not defects.
5. Cancellations, changes and COD orders
Cancelling. You may cancel an order and receive a full refund within 24 hours of placing it, or at any point before we begin production — whichever comes first. Email us at koyna@ensobyko.com with your order number. Once cutting and assembly have begun on a personalised piece, the order cannot be cancelled.
Changing details. Send us corrections to names, dates, artwork or the delivery address as early as you can. We will accommodate changes wherever production has not yet started.
Cash on Delivery. COD orders are made to order in exactly the same way. If a COD parcel is refused at the door or goes undelivered after repeated attempts, the cost of the piece and both legs of shipping fall on us. We may therefore decline COD on future orders from that address, or ask for prepayment instead. Repeated refusals may lead to recovery of our shipping costs.
Address errors. If a parcel is returned to us because the address you supplied was incomplete or incorrect, we will happily reship it once you have paid the reshipping charge.
6. How and when refunds are paid
Approved refunds are initiated within 3 business days of approval.
- Prepaid orders (card, UPI, net banking, wallet) are refunded to the original payment method. Depending on your bank or card issuer, the credit usually appears within 5 to 7 business days of initiation, and occasionally takes up to 10.
- COD orders are refunded by UPI or bank transfer, since there is no original payment instrument to credit. We will ask you for those details in writing.
Any discount, coupon or promotional value used on a refunded order is not returned as cash. Where a partial refund is issued on a multi-item order, shipping charges are refunded only if the entire order is being returned.
If a refund has not reached you within 10 business days of our confirmation email, please write to us with your order number and we will chase it with the payment gateway on your behalf.
7. Exchanges
For a valid claim under Section 3, the fastest route is a replacement of the same design, which we treat as a fresh production run and prioritise.
If you would like a different design instead, we will refund the original order under Section 6 and ask you to place a new order for the piece you want. This keeps pricing and personalisation clean on both sides.
8. Lost or delayed shipments
A shipment is treated as lost if tracking has shown no movement for 10 consecutive days within India. Once our courier confirms the loss, you may choose a free reshipment or a full refund.
Delivery timelines shared at checkout are estimates. Delays caused by courier backlogs, weather, strikes, or other circumstances outside our control do not by themselves entitle you to a refund, though we will always help you trace the parcel.
9. Gifts sent directly to a recipient
Many of our orders ship straight to the person being celebrated. Claims under this policy can be raised only by the person who placed and paid for the order, and any refund is returned to them, not to the recipient. If you are sending a gift and would prefer that the recipient handle any issue directly, let us know at the time of ordering.
10. How to reach us
Email koyna@ensobyko.com with your order number in the subject line. We reply within 1–2 business days, Monday to Saturday.
Returns approved in advance should be sent to:
Gifts by Enso
R604, Purva Park Apartments, No. 53, Cox Town, MSO Colony
Bengaluru 560005, Karnataka, India
Please do not ship anything back before we have confirmed the return in writing — unauthorised returns cannot be accepted or refunded.
11. Grievance redressal
If something has not been resolved to your satisfaction, you can escalate it to our grievance officer, appointed under the Consumer Protection (E-Commerce) Rules, 2020:
Grievance Officer: Koyna Desai
Email: koyna@ensobyko.com
Address: R604, Purva Park Apartments, No. 53, Cox Town, MSO Colony, Bengaluru 560005, Karnataka, India
We acknowledge every complaint within 48 hours of receiving it and resolve it within one month.
12. General
This policy is offered in addition to, and does not take away from, your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. We may revise this policy from time to time; the version published on giftsbyenso.com at the moment you place your order is the one that applies to it. Any dispute is subject to the jurisdiction of the courts at Bengaluru, Karnataka.