What to Do If Your Order Is Damaged or Not as Described

While all sales on Encore are final, there are certain situations where you may be eligible for a refund or return. These are reviewed case by case by our Support Team and typically include:

• The item you received is significantly different from how it was described (in text, video, or direct messages)

• You received the wrong item

• Your order never arrived

If any of these apply, please contact us within 48 hours of delivery by emailing [e-mail]. Be sure to include:

• Your Encore username

• The listing name

• A detailed explanation of the issue

• Photos of the item and the shipping box (if applicable)

In some situations, we may request that the item be returned to an Encore facility. If so, we’ll send you a prepaid return label — no extra cost to you.

Approved refunds will be issued back to your original payment method within 5–7 business days of processing.

In some cases, Encore may offer a partial refund instead of a full one. These decisions are made based on the specific details of the situation and aim to be fair to both buyer and seller.