Delivery & Returns

www.ensana.shop

 

At Ensana, we're committed to the premium quality of our products and services. We want your entire shopping experience—from choosing products inspired by the richness of nature to their delivery to your home—to be as convenient and transparent as possible. Here, you'll find all the important information about shipping and payment options, as well as the process for potential returns or claims.

 

1. Delivery Methods

We ship products we have in stock within 2 business days of receiving your order. During periods of high demand, shipping may take a little longer; we will keep you informed of the status via email.

Delivery options within the Czech Republic

Carrier	Price
Balíkovna (delivery to a pickup point)	89 CZK
Zásilkovna (delivery to a pickup point)	69 CZK
GLS (delivery to an address)	129 CZK

 

[Personal pickup is not possible.]

[Larger packages over 5 kg can only be shipped via GLS.]

 

International delivery methods:

Carrier	Price
Zásilkovna SK (delivery to a pickup point)	12 EUR
GLS (delivery to an address)	9-19 EUR

 

[Personal pickup is not possible.]

 

2. Payment Options

Choose the method that's most convenient for you. All online and cashless payments are free of charge.

• Google Pay: A fast, convenient, and secure payment method using a payment card on your phone.
• Online credit card payment (via gateway ***): A fast, convenient, and secure way to pay with your credit card.
• Bank transfer: Payment in advance to our bank account.

 

3. Returning Goods Within 14 Days

 

If for any reason a product doesn't suit you, you have the legal right to return it without giving a reason within 14 days of receiving it.

Exceptions to returns. Please note that in some cases, you cannot withdraw from the contract by law. This applies especially to goods in sealed packaging that you have removed from the packaging and which cannot be returned for hygienic reasons (e.g., cosmetic and hygiene products such as creams, serums, bath products, etc.). Returned goods must be unused, undamaged, and in their original, intact packaging.

How to return an item:

 

• Inform us: Please let us know of your intention to withdraw from the contract by emailing: info@ensanahotels.com. Always include your order number and the bank account number for the refund.
• Pack the goods carefully: Pack the product carefully to prevent damage during transit (ideally in its original packaging). Enclose a copy of the invoice or at least the order number. If you have not informed us beforehand, you can include a short note stating that you are withdrawing from the contract.
• Send the package: Send the package to the address below. The cost of returning the goods is paid by the buyer. Do not send the package cash on delivery.

 

Address for returns: Ensana s.r.o. Karla Engliše 3219/4, 150 00 Praha 5-Anděl

We will refund your money to your account within 14 days of the returned goods being delivered to our address.

4. Claims (Defective Goods)

 

We stand by the quality of our products. If, however, there is a reason to make a claim, don't hesitate to contact us.

First, always check the integrity of the packaging upon receipt of the goods and immediately report any defects to the carrier. If you find the packaging has been compromised, indicating unauthorized entry into the shipment, you are not required to accept the shipment from the carrier.

How to file a claim:

• Contact us: Please inform us as soon as possible by emailing: info@ensanahotels.com. Describe the defect in detail and, ideally, attach photos. Remember to include your order number and your preferred resolution (repair/replacement, or a discount or refund). You can also use our claim form for this information. Always have your proof of purchase ready, as we will require it.
• Wait for instructions: We will contact you as soon as possible with a proposed solution and instructions on how to send the goods to us. We will usually ask you to send the claimed goods to us. In that case, please pack the goods carefully. The address for sending the goods is the same as for returns.
• Processing: We will process your claim without undue delay, but no later than the legal 30-day period. We will keep you informed of the entire process.

 

Need advice?

• If you have any questions, we are available during regular business hours on weekdays.
• Email: info@ensanahotels.com

 

The information above is a selection of information from our terms and conditions, where you can find complete and detailed information, especially regarding the conditions for returning goods (withdrawal) and claims (rights from defective performance).