Refund policy
Our Return Window
We stand behind every product we sell. Unlike most stores, we place no fixed deadline on return requests. you may initiate a return at any time after your purchase.
However, to protect the integrity of our products and other customers, every return must meet all of the eligibility conditions below before it can be accepted.
Eligibility Conditions — All Must Be Met
- The item must be unworn and unused
- All original tags must still be attached
- The item must be in its original, undamaged packaging
- You must provide a receipt or proof of purchase
Items that show any signs of use, wear, washing, alteration, or removal of tags will not be accepted and will be returned to you at your cost.
Non-Returnable Items
The following categories are final sale and cannot be returned under any circumstances:
- Perishable goods (food, flowers, plants)
- Custom or personalized orders
- Personal care and beauty products
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
If you are unsure whether your item qualifies, please contact us before sending anything back.
How to Start a Return
All returns must be pre-approved. Do not send items back without first receiving written confirmation from us — unapproved returns will be declined and sent back to you.
- Email engocart@gmail.com with your order number and reason for return.
- Our team will review your request and respond within 2–3 business days.
- If approved, we will send you a return shipping label and instructions.
- Items must be securely packaged to prevent damage in transit. Damage caused by inadequate packaging is the customer's responsibility.
Damaged or Incorrect Items
Inspect your order immediately upon delivery. If an item arrives defective, damaged, or incorrect, contact us within 48 hours of receiving it at engocart@gmail.com with photos of the issue. Reports submitted after 48 hours may not be eligible for a remedy.
Exchanges
We do not process direct exchanges. If you would like a different item, please return the original (subject to eligibility conditions above) and place a new order once your return is approved.
Refunds
Once we receive and inspect your return, we will notify you of the outcome within 3 business days. If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for your bank or card provider to process the credit.
If 15 business days have passed since your refund was approved and you have not received it, please contact us at engocart@gmail.com.
EU Customers
If your order was shipped to a destination in the European Union, EU consumer law grants you the right to cancel or return within 14 days of receipt for any reason. The same eligibility conditions (original condition, tags, and packaging) still apply.
Questions? Contact us anytime at engocart@gmail.com.