Last Updated: December 26, 2025

At EnzoFace, your satisfaction is our priority. We stand behind the quality of our personalized 3D pop-up cards and want you to be thrilled with your purchase. This policy outlines when refunds and replacements are available.

Our Quality Guarantee ????

We are committed to delivering high-quality, personalized cards that exceed your expectations. If we fall short, we’ll make it right.

Refund Eligibility

✅ Eligible for Full Refund or Replacement

You are eligible for a full refund or free replacement if:

1. Damaged or Defective Product

• Card arrives damaged, torn, bent, or broken
• 3D pop-up mechanism doesn’t function properly
• Printing defects (smudges, ink errors, misprints)
• Missing components or accessories

Requirements:

• Contact us within 7 days of delivery
• Provide photos showing the damage or defect
• Include your order number

2. Shipping Damage

• Package arrives visibly damaged
• Card is damaged due to shipping mishandling
• Product is crushed, water-damaged, or otherwise harmed in transit

Requirements:

• Take photos of damaged packaging before opening
• Contact us within 7 days of delivery
• Provide photos of both packaging and product

3. Production Error

• Final product significantly differs from the approved preview
• Wrong card design sent
• Incorrect personalization (if error was on our end)
• Wrong recipient name or message (if error was on our end)
• Color significantly different from preview due to our printing error

Requirements:

• Contact us within 7 days of delivery
• Provide photos comparing preview to received product
• Describe the specific error

4. Lost or Undelivered Package

• Package shows “lost in transit” for 30+ days
• Tracking shows no movement for 15+ business days after shipment
• Package returned to us as undeliverable (due to carrier error, not address error)

Requirements:

• Contact us with your order number
• Provide tracking information
• Allow time for carrier investigation

❌ NOT Eligible for Refund

Unfortunately, we cannot offer refunds or replacements in these situations:

1. Photo Quality Issues

• Low-resolution photos provided by customer
• Blurry, dark, or poor-quality uploaded images
• Photo doesn’t meet our guidelines (face not visible, sunglasses, group photo)
• Customer dissatisfied with how their photo translated to the card

Why? We provide clear photo guidelines, preview tools, and example images. The final quality depends on the photo you provide.

Solution: We recommend reviewing our Photo Guidelines before ordering.

2. Subjective Preferences

• Change of mind or buyer’s remorse
• Don’t like the design after receiving it (when it matches the preview)
• Prefer a different card style
• Want to change personalization text
• Minor color variations from screen display (screens display colors differently)

Why? Each card is custom-made specifically for you. We offer preview tools before purchase to ensure you’re happy with your choice.

3. Customer Error

• Typographical errors in personalized text that you approved in the preview
• Wrong shipping address provided by customer
• Incorrect recipient information provided by customer
• Ordered wrong quantity or card type

Why? We show you a preview and confirmation before production. It’s important to review carefully.

Note: We cannot change or cancel orders after production begins.

4. Delivery Issues (Customer-Related)

• Package marked “delivered” but customer can’t locate it (check with neighbors, building management)
• Customer unavailable to receive package (multiple delivery attempts failed)
• Customer refused delivery
• Incorrect address provided by customer
• Package held at customs due to customer not paying duties/taxes

5. Timeline Expectations

• Package takes longer than estimated (estimates are not guarantees)
• Delivery delayed due to customs, weather, or carrier issues
• Customer needed card sooner than realistic timeline allowed

Why? Production takes 10-14 days + shipping time (5-18 days depending on location). We clearly state these timelines before purchase.

Solution: Order well in advance of your needed date.

6. Personalized Nature

• Simply don’t want the card anymore
• Found a different vendor
• Recipient doesn’t like it
• General dissatisfaction without specific product defect

Why? Due to the highly personalized nature of our products, we cannot resell returned items. Each card is made exclusively for you.

Cancellation Policy

Before Production Starts (Within 24 Hours)

✅ Full Refund Available

• Email info@enzoface.com immediately with your order number
• Include “CANCEL ORDER” in the subject line
• If we haven’t started production, we’ll issue a full refund
• Refund processed within 5-7 business days

Important: Production often begins within hours of order confirmation. Quick action is essential.

After Production Starts (After 24 Hours)

❌ Cancellation Not Available

• Orders cannot be cancelled once production begins
• No refund will be issued
• Your card is already being custom-made for you

Why? Your card is personalized and cannot be sold to another customer.

How to Request a Refund or Replacement

Step 1: Contact Us

Email: info@enzoface.com
Subject: “Refund Request – Order #[Your Order Number]”

Step 2: Provide Information

Include in your email:

• Order Number: Found in your confirmation email
• Issue Description: Clearly explain the problem
• Photos: Clear photos showing the issue (if applicable)
• Preferred Resolution: Refund or replacement?
• Timeline: Date you received the order

Step 3: Review Process

• We’ll review your request within 2-3 business days
• We may ask for additional information or photos
• We’ll email you our decision and next steps

Step 4: Resolution

If Approved:

For Replacements:

• We’ll produce and ship a new card at no cost
• You don’t need to return the defective card
• New card ships within 10-14 business days
• You’ll receive tracking information

For Refunds:

• Full refund issued to original payment method
• Processed within 5-7 business days
• May take 3-10 business days to appear on your statement
• You’ll receive a confirmation email

If Denied:

• We’ll explain why your request doesn’t meet our policy terms
• We may offer alternative solutions if available

Replacement Process

When Replacement is Offered

For damaged, defective, or incorrect products, we typically offer a free replacement.

Replacement Timeline

• New card production: 10-14 business days
• Shipping: 5-18 business days (depending on location)
• Total: 15-32 days for replacement delivery

Do I Need to Return the Original?

No. For defective or damaged cards:

• You may keep or dispose of the original card
• No need to ship it back to us
• We don’t require returns due to shipping costs exceeding product value

Partial Refunds

Partial refunds may be offered in rare circumstances:

• Minor defects that don’t affect overall quality
• Slight delays in delivery that impact the occasion
• Goodwill gestures for inconvenience

We decide partial refund amounts at our discretion.

Refund Processing

Timeline

• Approval: 2-3 business days after request
• Processing: 5-7 business days after approval
• Bank Processing: 3-10 business days to appear on your statement
• Total: 10-20 business days from request to funds in your account

Refund Method

• Refunds are issued to the original payment method
• Credit card refunds appear as a credit on your statement
• PayPal refunds return to your PayPal account
• We cannot refund to a different card or method

Refund Confirmation

• You’ll receive an email when the refund is processed
• Contact your bank if funds don’t appear within 10 business days of refund confirmation

International Orders

Customs Fees

• Customs duties and taxes are non-refundable
• These are paid to your government, not EnzoFace
• Even if we issue a product refund, customs fees cannot be recovered

Return Shipping

• For rare cases requiring returns from international customers:
• Customer is responsible for return shipping costs
• We recommend insured tracking for high-value returns

Special Circumstances

Holidays and Peak Seasons

• During peak seasons, resolution may take 1-2 extra days
• Replacement production may be extended by 3-5 days
• We appreciate your patience during busy periods

Force Majeure

We are not liable for delays or non-performance due to:

• Natural disasters
• War or terrorism
• Pandemics or public health emergencies
• Government restrictions
• Carrier strikes or disruptions

In such cases, we’ll work with you to find the best solution.

Dispute Resolution

Unhappy with Our Decision?

If you disagree with our refund/replacement decision:

1. Reply to our decision email with additional information
2. Escalate to a supervisor: info@enzoface.com with “ESCALATION” in subject
3. We’ll review again within 3-5 business days
4. Our final decision will be communicated via email

Chargebacks

Before filing a chargeback with your credit card company:

• Contact us first at info@enzoface.com
• Most issues can be resolved faster through direct communication
• Chargebacks can take 60-90 days; we can often resolve issues in 1-2 weeks

If you file a chargeback:

• We’ll provide all order documentation to your bank
• Fraudulent chargebacks may result in account suspension

Our Commitment to You

Quality Control

Every card goes through rigorous quality checks:

• Photo quality assessment before production
• Mid-production inspection
• Final quality control before packaging
• Careful packaging to prevent shipping damage

Customer Satisfaction

We want you to love your EnzoFace card:

• We provide detailed photo guidelines
• Preview tools before purchase
• Responsive customer support
• Fair refund and replacement policies

Continuous Improvement

Your feedback helps us improve:

• We track all quality issues
• We continuously refine our processes
• We update our photo guidelines based on common issues
• We invest in better materials and production methods

Frequently Asked Questions

Q: What if I just don’t like how the card turned out?
A: If the card matches the approved preview and there are no defects, we cannot offer a refund due to the personalized nature of the product. We encourage reviewing the preview carefully before ordering.

Q: Can I return the card if I ordered the wrong design?
A: Unfortunately, no. We show you the exact design before purchase. Each card is custom-made and cannot be resold.

Q: What if the photo quality is poor on the final card?
A: If you provided a low-quality photo, we cannot offer a refund. We provide photo guidelines and examples to help ensure quality. The preview shows how your photo will look.

Q: Can I get a refund if my card arrives late?
A: Delivery estimates are not guarantees. We cannot refund for carrier delays, customs delays, or timing that falls within our stated 15-32 day timeline.

Q: What if there’s a small color difference from the preview?
A: Minor color variations are normal due to screen display differences and printing processes. Significant color errors (our fault) are eligible for replacement.

Q: How do I avoid needing a refund?
A:

• Upload high-quality, well-lit photos
• Review the preview carefully
• Double-check all personalization text
• Verify your shipping address
• Order well in advance of your needed date
• Read our photo guidelines

Contact Us

For refund or replacement requests:

EnzoFace Customer Support
Email: info@enzoface.com
Subject Line: “Refund Request – Order #[Your Order Number]”
Response Time: 2-3 business days

We’re here to help! While we have clear policies, we also value customer satisfaction. If you have a concern, reach out to us. We’ll do our best to find a fair solution.

Your satisfaction matters to us. We stand behind our products and will make things right when we make a mistake.

Thank you for choosing EnzoFace for your personalized memories!