Returns and refunds
When we accept a return, how to ask, and when the money reaches your card.
Updated 06/11/2026
Our items are secondhand and their condition is shown before you buy, so we do not accept returns for a change of mind. We do accept a return and refund you in the cases below.
| Case | Example |
|---|---|
| Does not match the description | A scratch or fault that was not described or shown, or a listed accessory is missing |
| Wrong item | You received a different item from the one you ordered |
| Sold as working but does not work | An item marked as tested and working does not work as described |
| Damaged in transit | The item was damaged during shipping |
| Not genuine | The item turns out to be counterfeit |
| Not delivered or lost | The parcel has not arrived after the estimated delivery period |
Not covered
- A change of mind, including because the item is not what you imagined or does not fit;
- Voltage, standards or manual language, where these match what the product page showed;
- Malfunctions of items whose product page expressly states that they are not tested, sold as is and not guaranteed to work, but only within that disclosed scope. This does not apply to differences from the description, wrong items, transit damage, counterfeit items or faults we knowingly failed to disclose;
- Wear or marks stated in the description or clearly shown in the photos, excluding faults or damage beyond the disclosed condition;
- New damage caused by your use, storage or modification after delivery, excluding damage resulting from a lack of conformity that existed at delivery or from circumstances attributable to us.
How to ask
- 1
Contact us
Email business@en-so.asia with your order number and a short description. For an item you received, include photos of the packaging and the item and contact us promptly, preferably within 7 days of delivery. For non-delivery, contact us promptly after the estimated delivery period ends; for loss, after you learn of it. No photos are required for non-delivery or loss. These are requested reporting timeframes and do not limit your statutory rights.
- 2
Wait for our reply
We check your request and tell you how to send the item back. Please do not send anything before we reply.
- 3
Return the item
In the cases above we pay the return shipping.
- 4
Get your refund
For a return, we process the refund of the item price and original shipping to the card used for payment within 5 business days after receiving the returned item and confirming the reason. For non-delivery or loss, we process the refund within 5 business days after completing our check of the shipping records; no return is needed, and a carrier's formal confirmation of loss is not required.
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