Refund policy

At encha, we strive to ensure your satisfaction with every order. However, we understand that sometimes situations arise that may necessitate a refund. Please review our refund policy below:

1. **Refund Eligibility:**
- The product is damaged upon arrival (photos required)
- The wrong product was shipped or there was an issue with the product (if you do not like the taste or it wasn't what you expected, we do NOT issue refunds under these terms)
- Refunds will be issued for delays in transit caused by the carrier only under the following terms: No refunds will be considered until at least 14 business days from the date your order was marked as shipped. 

***PLEASE NOTE WE DO NOT REBAKE ORDERS OR ACCEPT RETURNS.***

IF YOUR PACKAGE WAS SHIPPED BY USPS AND THEY DELIVERED TO YOUR PARCEL LOCKER BUT DID NOT LEAVE A KEY OR THE PACKAGE WAS DELIVERED TO THE WRONG MAILBOX, IT IS THE CUSTOMERS RESPONSIBILITY TO CONTACT THEIR LOCAL POST OFFICE TO GET THAT RESOLVED or BY FILING A CLAIM WITH USPS via THEIR WEBSITE.

2. **Submitting a Refund Request:**
- To request a refund, please contact our team at service@encha.us within 7 days of receiving your order.
- Please provide your order number and details of the issue to expedite the process.

3. **Refund Process:**
- Once your refund request is received and approved, we will initiate a refund to your original method of payment.
- Please allow 3 to 5 business days for the refund to be processed and reflected in your account OR two weeks if your payment method was PayPal.

4. **Contact Us:**
- If you have any questions or concerns regarding our refund policy, please don't hesitate to contact us at service@encha.us.

Please note that our refund policy is subject to change without prior notice. We appreciate your understanding and support of encha.