Refund policy
Last Updated: July 2026
We want every ENCE order to arrive as expected. Please review the policy below before requesting a return or reporting an issue with your order.
Standard Returns
Eligible products may be returned within 14 days of the delivery date.
To qualify for a return, the product must:
- Be unused, unopened, and in its original condition
- Be returned in its original packaging
- Include all original tools, accessories, inserts, and components
- Include valid proof of purchase from ENCE
The return request must be submitted within the 14-day return period. Returns requested after this period will not be accepted.
ENCE reserves the right to refuse any return that does not meet the requirements of this policy.
Return Approval
All returns must be approved by ENCE before being shipped.
To request a return, contact us at support@encebeauty.com and include:
Your full name
Your order number
The item you would like to return
A brief explanation of the reason for the return
Please do not send a product back without receiving return approval and instructions from ENCE. Unauthorized returns may be refused or returned to the sender.
Approved returns must be shipped within 7 days of receiving return instructions.
Store Credit
Approved standard returns will receive store credit rather than a refund to the original payment method.
Store credit will be issued after the returned product has been received and inspected. Customers will receive an email once the return has been approved and the store credit has been issued.
Store credit rules:
- May only be used toward future purchases from ENCE
- Is not redeemable for cash
- Cannot be transferred to another person
- Does not cover original shipping charges
Any remaining balance may be used toward a future eligible purchase, subject to the terms provided with the store credit.
No expiration for store credit
Non-Returnable Products
For hygiene and safety reasons, the following products are not eligible for return, exchange, or store credit once opened or used:
- Lash clusters
- Adhesives
- Sealants
- Cosmetic formulas or applicators
- Products that have been worn, tested, altered, or used
- Products missing original components or packaging
Products marked as final sale are also not eligible for return unless they arrive damaged, defective, or incorrect.
Return Shipping
Customers are responsible for return shipping costs for standard returns and is responsible for the return until it is received by ENCE.
ENCE does not provide prepaid return labels for returns caused by a change of mind, an accidental purchase, or personal preference.
We strongly recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed. ENCE is not responsible for returned packages that are lost, damaged, or misdirected while in transit.
Original shipping charges are non-refundable and will not be included in the store credit.
Damaged or Defective Products
If a product arrives damaged or appears to have a manufacturing defect, please contact ENCE within 48 hours of delivery.
Your message should include:
Your order number
A description of the issue
Clear photographs of the product
Clear photographs of the exterior and interior packaging
Please keep the product and all packaging until your claim has been reviewed. ENCE may request additional photographs or information before approving the claim.
Once the claim is approved, the customer may choose between:
- A replacement at no additional cost
- A refund to the original payment method
ENCE will cover reasonable shipping costs when an approved damaged or defective product must be returned.
Depending on the circumstances, ENCE may not require the damaged product to be returned.
Incorrect Orders
If you receive the wrong product or an item is missing from your order, please contact us within 48 hours of delivery.
Please include your order number and photographs of the products and packaging you received.
Once the issue is confirmed, the customer may choose between:
- Receiving the correct item at no additional cost
- Receiving a refund to the original payment method for the incorrect or missing item
ENCE will cover any required shipping costs when the error was made by ENCE.
Replacement Availability
Approved replacements are subject to product availability.
If the original product is no longer available, the customer may choose a refund to the original payment method or another available resolution offered by ENCE.
Refunds for ENCE Errors
Refunds to the original payment method are only available for approved damaged, defective, incorrect, or missing products.
Once a refund has been approved, it will be submitted to the original payment method. Processing times may vary depending on the customer’s bank or payment provider.
ENCE is not responsible for delays caused by financial institutions after the refund has been submitted.
Gifts
Returns for products received as gifts must still meet all eligibility requirements.
When valid proof of purchase is available, approved gift returns will receive store credit. Refunds cannot be issued to anyone other than the original purchaser or original payment method.
Purchases From Other Sellers
This policy only applies to products purchased directly from ENCE through our official website or another sales channel operated by ENCE.
Products purchased from an authorized retailer, marketplace, event vendor, or other third party must be returned through the original seller and are subject to that seller’s policies.
Suspected Misuse or Return Fraud
ENCE reserves the right to refuse a return, replacement, refund, or store credit when there is evidence of:
- Excessive or abusive return activity
- Altered or falsified order information
- Products being used before return
- Missing or substituted components
- Fraudulent claims or payment disputes
These decisions will be made reasonably and based on the information available to ENCE.
Policy Changes
ENCE may update this policy as the business, products, or legal requirements change.
The version published on our website at the time a return request is made will apply, unless applicable law requires otherwise.
Contact Us
To request a return or report an issue with your order, contact:
Email: support@encebeauty.com
Support Hours: Monday-Friday, 8:00 AM-5:00 PM EST
Expected Response Time: 1-2 business days
Please do not publicly post or mail products to an address until ENCE has provided return instructions.