Refunds

Refunds usually take 5–7 business days to reflect in the customer’s account once processed. Always remind customers this may vary depending on their bank/credit institution.

• Enclave offers a 90-day money-back guarantee for supplement products and a 30-day money-back guarantee for digital products from the date of purchase.

• If the order is beyond 90 days, return or refund is not allowed. Send the [Refund] Outside of Money-Back Guarantee Window macro.

• For money-back guarantee questions, send the [General] Money-Back Guarantee Explanation macro.

• Refunds are completed within 5–10 business days after the returned product(s) are received in the warehouse.

• After processing, it may take an additional 5–7 business days for the funds to appear in the customer’s account. Processing times can vary depending on their bank and the method of payment used.

• Customers will receive an email confirmation once the refund is processed (advise them to check spam/junk folders if not received).

• A 10% shipping and handling fee is deducted from all returned orders that we provided a return label.

• Whenever informing a customer about the 10% handling fee, the policy link must always be included. This ensures transparency, provides documentation, and protects both the customer and the company.

  • • • • Emma: https://emmarelief.com/pages/shipping-refund-policy  

        • Sofon: https://nervebreakthrough.com/pages/shipping-refund-policy/ 

        • Synocell: https://synocell.com/pages/shipping-refund-policy 

        • All Konscious Products: https://konsciousketo.com/pages/shipping-refund-policy 

        • Akka: https://tryakka.com/pages/shipping-refund-policy 

        • Keto Activate: https://ketoactivate.com/pages/shipping-refund-policy 

        • VitalBP: https://vitalbp.com/pages/shipping-refund-policy/ 

        • Elimipure: https://restartdigestion.com/pages/shipping-refund-policy/ 

        • Protaflo: https://prostatediscovery.com/pages/shipping-refund-policy/ 

  • If the customer pushes back on this policy and mentions any of the following:

    • BBB Complaint

    • Chargeback or Bank Dispute

    • Legal Threat or Formal Complaint

    • Threat of Negative Public Review

  • Proceed with refunding the 10% shipping and handling fee.

• If return has been received and is still within 5–10 business days → Send [Return] Returned Items Received - Return Turnaround Time (TAT) macro.

• If return has been delivered for 10+ business days and no refund yet → Escalate.

Escalation Path:

• Refunds Team → Standard orders

• Committed Coaches → C100 orders

• ClickBank POC → ClickBank orders

Macro: [General] Escalations

All refunds will be processed to the original form of payment used for the purchase. Refunds cannot be issued to a different card, E-wallet, or by cheque.

Agent Guidance:

• If a customer requests a refund to a different payment method, politely explain that the refund can only go to the original payment method.

• If the customer no longer has access to the account or card where the refund will be issued, advise them to contact their bank for assistance. The bank may be able to recover access or provide an alternative solution.

• Reassure the customer that once the refund is processed to the original payment method, the bank can assist with retrieval if the account is inaccessible.