Refund policy
Returns & Refunds
EU 14-day right of withdrawal.
If you are in the European Union, you may cancel your order within 14 days of delivery, for any reason and without justification. This right also applies to discounted (sale) items. To exercise this right, you must notify us before the 14-day period expires and before opening or unsealing the product.
Hygiene exception — personal care and professional tools.
In accordance with Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods that are unsealed after delivery and which are unsuitable for return due to health protection or hygiene reasons. The following categories are covered by this exception and cannot be returned once unsealed or removed from their original packaging:
- Sealed cosmetic products: mascaras, brow gels, oils, pencils, lashes, powders, eyeshadows, foundations, and all similar items
- Professional makeup tools: brushes, sponges, tweezers, and all items that come into direct contact with the skin
Professional tools come into direct contact with skin and can retain microparticle residue — including skin cells, sebum, and product buildup — which is not always visible to the naked eye. For this reason, all returned tools undergo a mandatory hygiene inspection. Any evidence of use — visible or microscopic — disqualifies the item from return under the hygiene exception. Items that fail inspection will be returned to the sender at their expense.
Return conditions.
To be eligible for a return (for items not covered by the hygiene exception), your item must be:
- Unused and in its original condition
- In original, unopened, and undamaged packaging
- Accompanied by proof of purchase
Gift cards are non-refundable.
How to start a return.
Contact us at contact@encantoshop.es before sending anything back. Once your return request is reviewed and accepted, we will provide instructions on how to proceed. Items sent back without prior written authorisation will not be accepted and will be returned to the sender.
Returns address:
ENCANTO, Plaza San Juan de la Ribera 8, 46520 Puerto de Sagunto, Valencia, Spain.
Refunds.
Once we have received and inspected your return, we will notify you of the outcome. If approved, you will be refunded to your original payment method within 14 days of approval. Please allow additional processing time from your bank or card provider. If more than 15 business days have passed since your return was approved, contact us at contact@encantoshop.es.
Damaged or incorrect items.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We will resolve the issue at no cost to you. This does not affect your statutory rights under EU consumer law.
Exchanges.
The fastest way to get a different item is to return your eligible product and, once accepted, place a new order. https://account.encantoshop.es