Refund policy

Return & Refund Policy — Encarnacion

Last updated: September 2, 2026

This Return & Refund Policy explains how Encarnacion ("we," "us," "our") handles returns, replacements, and refunds. It is part of our Terms of Service. By placing an order, you agree to this policy.

Encarnacion is a dropshipping store. We are the merchant of record. Do not send products back to a supplier or to Shopify. All return requests go through us.

  1. How to request a return Email familiaencarnacion2@gmail.com or call (386) 804-8689 within the time limits below. Include:
  • your order number
  • the reason for the request
  • photos of the item and packaging (required for damage, defect, or wrong-item claims)

We will reply with return instructions if a return is approved. Do not ship anything back until we say so. Unauthorized returns may be refused.

  1. Change-of-mind returns You may request a return within 14 days of delivery if the item is unused, unwashed, unaltered, and in original packaging with all tags attached. After we receive and inspect an approved return, a refund goes to the original payment method within 5–10 business days.

Original shipping is not refunded unless we sent the wrong item. Return shipping is yours unless the error was ours.

  1. Damaged or modified products will not be compensated We do not issue refunds, replacements, store credit, or any other compensation for products you damage, alter, assemble, customize, wear beyond a reasonable inspection, wash, repair, or otherwise modify after delivery. Misuse, neglect, missing parts caused after receipt, or attempted repair also disqualify the order, even if you later decide you do not want the item.

  2. Arrived damaged, defective, or wrong If a product arrives defective, damaged in transit, or is the wrong item, that is not treated as customer damage. Contact us within 48 hours of delivery with photos of the product, inner packaging, outer carton, and shipping label. We will replace the item or refund it at our discretion after review.

Reasonable differences in color, finish, or measurement caused by lighting, screens, or manufacturing batches are not defects.

  1. Items that cannot be returned Unless the item arrived defective, damaged in transit, or was the wrong item, we do not accept returns of:
  • final-sale or clearance items
  • personalized or custom items
  • items missing original packaging, tags, or parts
  • items returned after the 14-day window

  1. Cancellations You may request a cancellation only before the supplier marks the order as shipped. Once shipped, this policy applies. Unshipped orders we cancel are refunded to the original payment method.

  2. Lost packages If tracking shows no movement for 20 business days after dispatch (30 business days for international), contact us. If the package is confirmed lost, we will replace the item or refund it at our discretion, as stated in our Shipping Policy.

  3. Refunds Approved refunds are issued to the original payment method only. We do not refund to a different card or to cash. Shopify and your bank may take additional time to post the credit.

  4. Chargebacks Contact us before filing a chargeback or payment dispute. If you open a dispute, we may share order, tracking, photos, and correspondence with the payment provider. Chargebacks filed without first contacting us may result in account restriction.

  5. Contact Jordan Polanco Encarnacion Email: familiaencarnacion2@gmail.com Phone: (386) 804-8689

We typically reply within 1–2 business days, Monday–Friday.