Refund & Returns Policy

Encanttia Shop
Operated by Twins & Bubbles SL
Contact email: encanttia.shop@gmail.com

This policy applies to customers located in Europe (European Union) and the United States.

1. Return Period

We offer a 30-day return policy for all customers. This means you have 30 days from the date you receive your order to request a return.

European Union Customers

In accordance with EU consumer protection law, customers located in the European Union also have a 14-day right of withdrawal, allowing them to cancel or return their order without providing a reason, provided the item meets the return conditions listed below.

United States Customers

Returns are accepted within 30 days of delivery, in accordance with standard U.S. e-commerce practices.

2. Return Conditions

To qualify for a return, items must:

• Be unused and unworn

• Be returned in original condition

• Include original packaging, tags, and accessories

• Be accompanied by proof of purchase

Returns may be refused if the product shows signs of use, damage, stains, broken seals, bent cards, or missing packaging.

3. How to Request a Return

To initiate a return, contact us at:
📧 encanttia.shop@gmail.com

Once your request is approved, we will provide instructions on how and where to send the item.
Returns sent without prior authorization will not be accepted.

Return Shipping Costs

The cost of returning the product is the responsibility of the customer, except in cases of defective or incorrect items.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.
If you receive an item that is damaged, defective, or incorrect, contact us within 24 hours of receipt and include:

• Order number

• Proof of purchase

• Clear photo or video evidence

• Full shipping address and phone number

If the issue is confirmed, Encanttia Shop will cover standard return shipping costs (express shipping is excluded).

5. Non-Returnable Items

The following items are not eligible for return or refund:

• Personalized or custom-made products

• Sale or discounted items

• Gift cards

• Personal or intimate-use items

• Items damaged due to misuse, negligence, or normal wear

• Items purchased through third-party retailers

6. Exchanges

We do not offer direct exchanges.
To receive a different product, you must return the original item (once approved) and place a new order separately.

Return shipping costs remain the responsibility of the customer.

7. Refunds

Once your return is received and inspected, we will notify you of the approval decision.

If approved:

• Refunds are issued to the original payment method

• Processing time: up to 10 business days

• Additional processing time may be required by banks or payment providers

If more than 15 business days have passed since refund approval, please contact us at encanttia.shop@gmail.com.

8. Additional Information

• Returns must be sent using a traceable shipping method

• Customers are responsible for lost or untracked return shipments

• Encanttia Shop reserves the right to refuse returns that do not meet this policy

• All products undergo quality control prior to shipment

• This policy does not affect your statutory consumer rights under EU or U.S. law

For any questions regarding returns or refunds, please contact us at:
📧 encanttia.shop@gmail.com