Retururi și rambursări
Returns & Refunds
We want you to be fully satisfied with your purchase. If something isn't right, we're here to help with a clear, professional returns process.
Return Eligibility
- Returns must be initiated within 14 calendar days of receiving your order.
- Items must be unused and unopened — as these are personal care and hygiene products, we cannot accept returns on items that have been opened or tested.
- Products must be returned in their original packaging, including all inserts and accessories.
- Proof of purchase (order confirmation or receipt) and your contact information are required to identify and process your return.
Non-Returnable Items
- Opened or used products
- Items damaged due to misuse, improper storage, or neglect
- Gift cards, if applicable
- Final sale items, if applicable
These conditions exist to uphold the hygiene and quality standards our clients deserve.
How to Start a Return
- Email encanto030@gmail.com with your order number and reason for return.
- Wait for our team to review your request and provide return authorization.
- Securely package the item in its original packaging, including any accessories or inserts.
- Ship the parcel to the return address provided in your authorization email.
Unauthorized returns or parcels sent without prior approval may be refused or delayed in processing.
Refunds
Once your return is received, our team will inspect the item to confirm it meets our return conditions. Approved returns will be refunded to your original method of payment.
- Refunds are processed within 5 business days after approval.
- Processing times may vary depending on your payment provider or bank.
- Original shipping fees are non-refundable, unless the item was confirmed defective or incorrect.
Exchanges
We offer exchanges for unused and undamaged items, with return and re-shipping costs covered by the customer. If the item is defective or the error was on our end, we will cover all associated costs. All exchanges are subject to stock availability.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery. Include clear photos and videos of the product, its packaging, and the shipping label. Our team will arrange a replacement, refund, or alternative resolution.
Return Shipping
- Unless the item is defective or an error on our part, return shipping costs are the customer's responsibility.
- We cover return shipping only in confirmed cases of defect or incorrect fulfilment.
- We strongly recommend using a tracked shipping service for all returns.
- CTR Group is not responsible for parcels lost or damaged in transit when shipped by the customer.
FAQ
Returns are accepted within 14 calendar days of delivery.
No. All returned items must be unused and unopened to be eligible.
Yes, unless the item was confirmed defective or sent incorrectly by us.
Within up to 5 business days of approval. Your bank may require additional time.
Shipping fees are non-refundable, except where the item was defective or incorrect.
Contact us within 24 hours with photos and videos. We'll arrange a resolution.
Yes, for unused items at the customer's shipping expense. We cover costs for our errors.
Client Support
Our team handles each return request with care to protect both client safety and product integrity.
Contact UsQuality & Hygiene
As a professional cosmetics and tools brand, CTR Group upholds strict hygiene standards. Return conditions are designed to protect all beauty professionals and clients using our products.
Why Shop CTR Group
- Professional-grade formulations and tools
- Quality-control tested before leaving our facility
- Designed for daily use in modern beauty workflows