Refund and Return Policy

Refund & Return Policy for Custom Encounters

Last Updated: 12-5-2025

At Custom Encounters, we want every customer to feel confident when ordering from our online store. This policy explains how returns, refunds, and exchanges are handled. Please read carefully before making a purchase.

1. General Return Eligibility

We accept returns on most new, unused, and unopened items within [Insert #] days of delivery. To be eligible for a return, items must be:

  • In their original condition
  • Free from signs of wear, damage, or alteration
  • In original packaging where applicable
  • Accompanied by proof of purchase

Items that don’t meet these conditions may be denied a refund or offered a partial refund at our discretion.

2. Non-Returnable Items

Certain items cannot be returned, including:

  • Customized or personalized products
  • Digital downloads or virtual items
  • Clearance or final-sale products
  • Perishable or time-sensitive items (if applicable)
  • Gift cards

If you’re unsure whether your item qualifies, contact us before purchasing.

3. How to Start a Return

To begin a return, please contact us at:

Email: office@customencounters.com
Subject Line: “Return Request – Order #[Your Order Number]”

We’ll provide return instructions and a return authorization if your item is eligible.

Please do not send items back without first receiving return approval.

4. Return Shipping Costs

Return shipping costs are typically the responsibility of the customer unless:

  • The item arrived damaged
  • The wrong item was sent
  • The return is approved as part of a guaranteed replacement program

We recommend using a trackable shipping service, as we cannot issue refunds for items lost in return transit.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, notify us within [Insert #] days of delivery. Please include:

  • Order number
  • Photos of the item and packaging
  • Description of the issue

We will replace the item or issue a refund at no additional cost to you.

6. Refunds

Once your return is received and inspected, we’ll send you an email confirming approval or denial of your refund.

Approved refunds are issued to the original payment method. Depending on your bank or payment provider, refunds may take 3–10 business days to appear.

Shipping costs paid at checkout are non-refundable unless the return is due to our error.

7. Exchanges

If you’d like to exchange an item for a different size, color, or style, contact us and we’ll assist you. In many cases, the fastest method is:

  1. Return the original item
  2. Place a new order for the desired item

We can help guide you based on availability.

8. Order Cancellations

Orders may be canceled within 2–24 hours of purchase if the order has not yet been processed or shipped. Contact us immediately if you need to cancel or make changes.

Once an order has shipped, it can no longer be canceled and will follow our return process.

9. Late or Missing Refunds

If you haven’t received a refund:

  1. Check your bank account again
  2. Contact your credit card company
  3. Contact your bank

If you’ve done all the above and still haven’t received your refund, email us at [Insert Support Email].

10. Contact Information

For questions about returns, exchanges, or refunds, contact us at:

Custom Encounters
Email: office@customencounters.com
Phone: 269-539-6610
Address: PO Box 33 Lawrence MI 49064