1. For Customized (Personalized) Products
Thank you for choosing our product! To ensure a unique shopping experience, we offer highly customized products for each customer. Therefore, due to the specialized nature of custom products, once an order is confirmed and production has begun, we do not accept returns or refunds.
Return & Refund Policy Details:
-
Non-returnable and Non-refundable Custom Products
Given the personalized nature of custom items, once production begins after order confirmation, returns or exchanges are not accepted. If you have any questions or need assistance before order confirmation, please feel free to contact us.
-
Exceptions for Quality Issues
If you receive a product with manufacturing defects or quality issues, please contact us within 7 days of receipt, providing relevant photos or videos as proof. After verification, we will offer an appropriate solution, such as repair or replacement.
-
Damage During Delivery
If your item arrives damaged due to transit, please notify us within 48 hours of receiving the product, along with photos of the damage. We will assist you in coordinating with the logistics company to resolve the issue.
-
Confirm Product Details Before Purchase
Please confirm all product details, such as style, size, color, and material, before purchase to ensure the product aligns with your requirements. For any product inquiries, please reach out to our customer service team, and we will be happy to assist you.
Thank you again for your understanding and support! Your satisfaction is our goal. If you have any questions, please contact our customer service team, and we will be glad to assist you!
2.For Standard Products
WARRANTY AND RETURNS
At ENTCHIN, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying.
If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help! Please feel free to submit a ticket if you have any issue with your order!
30 DAY RETURNS WARRANTY
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please contact us immediately at: support@entchin.com
OUR SOLUTIONS
- ENTCHIN’s Responsibility
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
Once we receive the item, we will refund in full the original product price you pay or resend for free a replacement at our expense. This solution is only when ENTCHIN is responsible for shipping the wrong item/ size.
- Customer's Responsibility
Incorrect order (size of item)
If the customer has ordered an incorrect size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
Unwanted item
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 30 days of receiving the product for a partial refund of the product cost.
SATISFACTION GUARANTEE
Your satisfaction is our priority!
If you are dissatisfied with your order, please contact us within 30 days of receiving the product to request a return. Our Customer Service team will provide you with an RMA form and our return address. All return shipping fees are at customers' own expense.
ADDITIONAL NOTES ABOUT WARRANTY
All returns must first be approved by our customer service team.
All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, and the original shipping fees, are non-refundable.
We do not accept returns on discounted items, unless a customer received a wrong item or the item was faulty.
Compensation time-frame
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 7-14 business days
Please contact our Support Center (support@entchin.com) for further help. We will do our very best to help you and reply to all messages within 24 hours.
