Refund policy

En Gold Refund & Return Policy

At En Gold, each piece is handcrafted in limited quantities. Please choose carefully, as returns and exchanges incur additional fees due to the artisanal nature of our products.

Order Cancellations & Change of Mind – Before Dispatch

If you change your mind and your order has not yet left our warehouse, you are eligible for a full refund, including shipping.
Refund requests must be made in writing to: hello@engold.com

Returns & Exchanges – After Dispatch

If your item has already shipped, a return may still be facilitated under the following conditions:

Return request must be submitted within 7 days of delivery. All furniture returns must be authorized by En Gold in writing before the item is collected or shipped.
A 20% restocking fee will be deducted from the refund amount. If you choose a credit note instead of a refund, the restocking fee will be waived (return shipping still applies).
Return shipping is at the customer’s expense.
Items must be unused, undamaged and in resalable condition.
Original packaging is preferred. If it is no longer available, En Gold can arrange professional repackaging and collection at the customer’s expense. Estimated costs are provided for your approval before the return is arranged.
Please do not arrange the return of large or fragile furniture yourself. Returns sent without authorization, or that arrive damaged because of inadequate protection, cannot be accepted.
En Gold is not responsible for lost, stolen, or damaged returns arranged by the customer.

Packaging and Furniture Returns

To help ensure the safe return of your furniture, we recommend retaining the original packaging until you are satisfied with your purchase. Where White Glove delivery is provided, our delivery partners will ordinarily remove and dispose of packaging. You may ask the delivery team to leave it with you at the time of delivery.

These conditions apply to change-of-mind returns only. They do not limit any rights you may have in relation to faulty, damaged, incorrect or misdescribed goods.

Exchanges for Homewares

If exchanging homewares, En Gold can provide a return label and deduct the shipping cost from the credited amount.
The item must be unused and returned in original packaging.

Made-to-Order & Lead Time Items

All Made-to-Order items are handcrafted especially for you and cannot be cancelled, returned, or refunded.
Lead times are estimated at 16–20 weeks from the order date and may vary.
If the order arrives earlier than expected, you must be able to accept early delivery.
Complimentary storage is available for up to 2 weeks. A $150/week storage fee applies beyond this.

Receiving Damaged or Incorrect Items

Customers must inspect all items immediately upon delivery. If the item is being placed into storage, it must still be unpacked and inspected first.
Your furniture is unpacked, inspected and signed for at delivery. Transit or delivery damage, missing parts and incorrect items must be reported within 24 hours of delivery to hello@engold.com with your order number and photographs.
Because the condition of your item is confirmed at delivery, we cannot accept transit damage claims after this period.
Manufacturing faults that appear later are covered by our warranty.

Final Sale & Discounted Items

All sale and discounted items are final sale and cannot be returned or exchanged.
Discount codes cannot be used during sale periods, including Trade discounts, unless specified otherwise.
Sale pricing cannot be retroactively applied to previous orders.
Discount codes, including Trade pricing is available on En Gold products only. Discounts cannot be applied to third party brands and vendors, unless otherwise specified by En Gold.
Discount codes may not be stacked or combined, unless otherwise specified during a promotion.

Split Payment Terms

Split payments are only available for items with an estimated arrival date 2+ months from the time of purchase.
50% deposit is required at time of order. The remaining 50% balance is due approximately 3 weeks before the item arrives at our warehouse. We will email you an invoice with payment instructions when it becomes due.
If the final payment is not made by the due date, you will have an additional 1 week after the item arrives at our warehouse to complete payment. If the balance is still unpaid after this period, we will release the reserved item and issue a non-refundable credit note for the amount already paid. Your order will not be dispatched until full payment has been received.

Orders for in-stock items or those with arrival dates under 2 months must be paid in full at checkout.

Warranty

All En Gold pieces include warranty. Please refer to our Warranty Page for more information and Care and Safety Page to maintain the integrity of your piece.

Gift Cards

Redeemable only at En Gold USA.
Not redeemable for cash or transferable.
Valid for 5 years from date of purchase.
Treat like cash—lost or stolen cards cannot be replaced.
Refunds for items purchased with gift cards will be returned as store credit.

Policy Updates

En Gold reserves the right to update or amend this policy at any time without notice. Customers are encouraged to review our policies prior to purchase.