Evavitae Return & Refund Policy

Effective as of [June 13, 2025]

1. Overview

At Evavitae, customer satisfaction is important to us. While we stand by the quality and effectiveness of our hair care products, we understand there may be rare occasions when a return or refund is requested.

This Return & Refund Policy outlines the conditions under which returns, refunds, and replacements may be granted. By purchasing from our website, you agree to the terms outlined below.

2. Return Window and Conditions

We accept returns under the following conditions:

  • Return Request Period: Within 15 calendar days of the delivery date, as confirmed by the carrier’s tracking.
  • Condition of Product:
    • Must be unused, unopened, and in original packaging.
    • Opened or used products are not eligible for return due to hygiene and safety regulations.
  • Proof of Purchase: Valid order number and/or confirmation email must be provided.

Returns that do not meet these conditions will not be accepted.

3. Return Process

To initiate a return, follow the steps below:

  1. Contact our support team via email at support@evavitae.com with the following:
    • Order number
    • Reason for return
    • Photo(s) of the product (if applicable)
  2. If approved, we will send you the return instructions and a return address located in the United States.
  3. Carefully pack the item(s) to prevent damage during shipping. You are responsible for shipping costs unless otherwise stated.
  4. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Note: Returns sent without prior authorization will not be processed.

4. Refunds

Refunds are issued under the following terms:

  • Refund Method: Original method of payment.
  • Processing Time: 5–7 business days after return is received and approved.
  • Shipping Costs: Original shipping charges are non-refundable, unless the return is due to an Evavitae error (damaged or incorrect item).

5. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you receive the wrong product:

  • Notify us within 7 days of receiving your order.
  • Email support@evavitae.com with your order number and clear photos of the issue.
  • We will either:
    • Send a free replacement, or
    • Offer a full refund, including shipping costs.

Please do not discard the item until we complete the claims process.

6. Exchanges

At this time, we do not offer direct exchanges. If you would like a different product, please return the original product (if eligible) and place a new order.

7. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Used or opened products
  • Items marked as final sale
  • Gift cards or promotional items
  • Trial-size or sample kits

8. Refused or Undeliverable Shipments

Packages that are:

  • Refused at delivery
  • Returned as undeliverable
  • Returned without authorization

May incur a restocking fee of $10, which will be deducted from your refund. Shipping charges will not be refunded.

9. Cancellations

Orders cannot be canceled after they are fulfilled. If your order has not yet shipped, please email us as soon as possible at support@evavitae.com to request cancellation.

10. Legal Jurisdiction

This policy is governed by the laws of the Hong Kong Special Administrative Region and applicable U.S. consumer protection regulations. Disputes shall be handled in accordance with the governing law of your country of residence unless otherwise required by local law.

11. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact:

Evavitae Customer Support
✉️ Email: support@evavitae.com
Website: www.evavitae.com