Refund policy
Return & Refund Policy
We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be in the same condition that you received it:
- unused
- unopened
- with tags attached
- in its original packaging
You will also need proof of purchase or your order number.
Requesting a Return
To initiate a return, please contact us at:
Returns must be sent to the following address:
Encounter and Connect SAS c/o JMBLC GmbH
Heinrich-Barth-Straße 22
66115 Saarbrücken
Germany
If your return is accepted, we will provide:
- a return shipping label
- further return instructions
Please note:
Returns sent without prior authorization will not be accepted.
Damages and Issues
Please inspect your order upon arrival.
If your item is:
- damaged
- defective
- incorrect
please contact us immediately at:
so we can evaluate and resolve the issue quickly.
Non-Returnable Items
The following items cannot be returned:
- food and perishable goods
- personalized products
- custom-made items
- gift cards
- sale items
- opened products
- used items
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
The fastest way to exchange an item is:
- Return the original item
- Place a new order for the desired item
European Union 14-Day Cooling-Off Period
For orders shipped within the European Union, you also have the legal right to cancel or return your order within 14 days without providing a reason.
Items must be:
- unused
- unopened
- with tags attached
- in their original packaging
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, your refund will automatically be processed to your original payment method within 10 business days.
Please note:
Your bank or credit card provider may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact us at:
