• Refund policy

Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, please review our return and refund policy below.

1. Right of Withdrawal (European Union Customers)

In accordance with EU consumer protection laws, customers located in the European Union have the right to withdraw from their purchase within 14 calendar days from the date of receipt of the product, without providing any reason.

To exercise your right of withdrawal, you must contact us within 14 days of receiving your order.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition

  • The item must be returned in its original packaging

  • The item must not be damaged, washed, or altered

  • Proof of purchase is required

⚠️ For hygiene and safety reasons, costumes or accessories that show signs of use, damage, or alteration cannot be accepted.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Customized or personalized products

  • Items marked as “Final Sale”

  • Products that have been worn, washed, or damaged by the customer

4. Return Shipping Costs

  • Customers are responsible for return shipping costs, unless the item received is defective, damaged, or incorrect.

  • Original shipping costs are non-refundable, except in cases of error on our part.

We strongly recommend using a trackable shipping service, as we are not responsible for lost return shipments.

5. Refund Process

Once your return is received and inspected:

  • You will be notified via email regarding the approval or rejection of your refund

  • If approved, the refund will be processed to your original payment method

  • Refund processing time may take 5–10 business days, depending on your payment provider

6. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery, providing:

  • Your order number

  • Clear photos of the issue

We will arrange a replacement or refund at no additional cost.

7. International Returns

For customers outside the European Union:

  • Returns are accepted under the same conditions

  • Customers are responsible for customs fees, taxes, and return shipping costs, unless the return is due to our error

8. Contact Information

For all return and refund requests, please contact us at:

📧 Email: encantoco7@gmail.com