Service and trust are very important to us and we believe that there is no better time to demonstrate that belief than when something goes wrong with a purchase and a customer needs help.

Beginning immediately, we have extended our 14 day return policy you may see on the printed packaging to 30-days, which means you have 30 days after receiving your item to request a return. However, not every problem requires a return and we will look for an opportunity to resolve any problem you might have.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed, unused, with all tags, and in its original packaging. Note that a Palm Coaster is one-size-fits-all and uses sealed packaging; therefore it must be unopened unless you are replacing a defective item.

Note that you do not need the original receipt, you only need a few bits of information from it. We will use the information you provide to locate the purchase in our records; if you received it as a gift, you can get this information from the person who originally received the package.

To start a return, you can contact us at support@enticio.com and include the following:

• Order Number from your receipt (from invoice).
• Order Date from the receipt (from invoice)
• The item code of the product you are returning (from invoice)
• A description of the problem (not required... but appreciated)

NOTE: we ask for this information from the invoice we sent with the shipment as a security measure for your protection.

We will then provide you with an RMA code (return merchandise authorization code) and return instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question directly through the website or at support@enticio.com.

 

Covid-19 Precautions 
Any time a product leaves our care and comes back to us for any reason, both the products and the packaging are quarantined and sterilized as a routine precaution before being handled by our employees or returned to inventory.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and fix whatever went wrong.

Exceptions / non-returnable items
Certain types of items cannot be returned, like sale items or gift cards.

Exchanges: To give you the most flexibility, we process exchanges as a separate return and a purchase. By processing your return separately, you can order the item you actually want.
1. The fastest way to ensure you get exactly what you want is to simply return the item you have for a refund and make a separate purchase for the new item. You avoid having to explain to support what you need and you don't have to wait to get the thing you want.

Refunds
We do everything possible to meet your expectations but in the event that we fall short, a refund is certainly possible. Contact us at support@enticio.com as mentioned above and we will work with you on a return and refund. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus any shipping costs. If the packaging is missing or damaged, a prorated refund may be applied at Enticio's discretion. Please remember it can take some time for your bank or credit card company to process and post the refund too.