What to do if your order is damaged or not as described

In specific instances, buyers may submit a request for a refund and/or return. These instances generally include:

• The item you received is significantly different from how the seller described the item, either in text, video, audio, or direct messages.
• The item you received is not the item you purchased.
• The item you ordered was never delivered.

Then you may be eligible for a refund. Please immediately fill out a customer service ticket either here on the Help Center or via the mobile application. You can do so by going to profile -> purchased tab -> select item you'd like to dispute -> click "Report an issue" -> When filling out the form, select issue: "Item not as described". 

An Encore customer support team member may reach out asking for additional information, or asking you to send the item to an Encore fulfillment facility. We will always provide shipping return labels at no additional cost to you.

In order to be eligible for a full refund, you must contact an Encore support team member within 48 hours of your item's delivery.

All refunds are credited back into the account from which the original payment was processed. You can expect to receive your refund within 5-7 business days of an Encore team member issuing a refund.

In some instances, Encore may issue a partial refund in order to make a balanced decision between buyer and seller. The size of partial refund may vary and is solely up to Encore to determine, based on various reasons for the refund.