Returns and Refunds Policy
We have a 30 day return policy. This means you have 30 days after you receive your order to request a return.
Return eligibility
To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it, in its original packaging. You will also need the receipt or proof of purchase.
Important hygiene notice for skincare
For hygiene and safety reasons, we do not accept returns of opened or used skincare and personal care products.
How to start a return
To start a return, contact us at info@ecenci.com with your order number and the reason for your request. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return address
Ecenci, DBA Supplema LLC
201 International Circle, Suite 210
Hunt Valley, MD 21030, USA
Damages, defects, and wrong items
Please inspect your order when it arrives. If the item is defective, damaged, leaking, or you received the wrong item, contact us at info@ecenci.com within 7 days of delivery. Please include your order number and clear photos of the issue so we can evaluate and make it right.
Non returnable items
We do not accept returns for
Opened or used skincare and personal care products
Gift cards
Final sale items
Custom or personalized items
Hazardous materials, flammable liquids, or gases
Exchanges
We do not offer direct exchanges. The fastest way to get what you want is to place a new order and request a return for an eligible unopened item.
Refunds
We will notify you once we receive and inspect your return and confirm whether the refund is approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Your bank or credit card company may take additional time to post the refund. If more than 15 business days have passed since we approved your refund, contact us at info@ecenci.com.
Important fulfillment note
Do not send returns to the sender address shown on your package. Our products may ship from a fulfillment partner. Always contact info@ecenci.com first so we can provide the correct return instructions.
Returns for reasons other than damage, defect, or wrong item are accepted only for orders over $50 and must be requested within 10 business days of delivery.