Returns & Refunds
Last updated: 28 September 2026
This policy applies to all orders placed on tracy.ensado.com with TJL Ecommerce Hub Limited, trading as Tracy. All of our products are personalised or made to order, which affects production time and how returns work. Please read it before you buy.
1. Order cancellations and changes
- You can cancel or change an order within 24 hours of placing it, as long as production has not started. Email support@ensado.com with your order number.
- Once production has started, personalised orders cannot be cancelled, changed or refunded.
- If we cancel an order (for example because an item is unavailable or a submitted image cannot be used), you receive a full refund.
2. Returns and refunds
Personalised and made-to-order products are made specially for you and cannot be resold, so we do not accept returns or offer refunds for change of mind, wrong size ordered, or mistakes in the information you submitted.
We will, at your choice where possible, replace, repair or refund your item if it:
- arrives damaged or defective;
- has a printing or embroidery quality problem; or
- is not what you ordered (wrong product, colour, size or personalisation compared with your confirmed order).
How to claim: email support@ensado.com within 14 days of delivery with your order number and clear photos of the problem and the packaging. We will reply within 2 business days. Please do not return the item until we confirm; we may ask you to keep it or return it. Approved replacements are made and shipped at our cost. Approved refunds are issued to the original payment method within 5 to 10 business days after approval, depending on your bank or payment provider.
3. Lost or delayed parcels
If your tracking has not updated for 10 days or your parcel is lost, contact us and we will work with the carrier. If the parcel cannot be found we will re-make and re-send your order or refund you.
4. Contact
TJL Ecommerce Hub Limited (Tracy)
Rm 1508, 15/F., Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong
Email: support@ensado.com | Phone: +1 (346) 447-9468