Refund policy

Refund & Return Policy

Last updated: May 11, 2026

Welcome to Evina. We value our customers and strive to provide high-quality skincare products designed to meet premium standards. Customer satisfaction is important to us, and this Refund & Return Policy explains the terms and conditions regarding returns, replacements, cancellations, and refunds for purchases made through our website.

By placing an order with Evina, you agree to the terms outlined below.

1. Eligibility for Returns

We accept return requests only under specific circumstances to ensure product safety, hygiene, and quality standards.

You may be eligible for a return if:

  • You received a damaged product
  • You received the wrong item
  • The product packaging was tampered with before delivery
  • The product arrived leaking, broken, or defective
  • The item delivered is significantly different from the order placed

To qualify for a return:

  • The return request must be raised within 48 hours of delivery
  • The product must remain unused or minimally used
  • Original packaging, labels, invoice, and accessories must be retained
  • Proof such as unboxing video or clear images may be required

Evina reserves the right to reject return requests that do not meet our eligibility requirements.

2. Non-Returnable Products

Due to the personal-care and hygiene-sensitive nature of skincare products, certain items cannot be returned.

The following products are non-returnable:

  • Opened skincare products
  • Used products
  • Products damaged due to customer misuse
  • Products purchased during clearance or special promotional sales
  • Gift cards or promotional items
  • Products without original packaging
  • Products returned without prior approval

We strongly recommend customers carefully review ingredients, usage instructions, and product details before placing an order.

3. Allergic Reactions & Skin Sensitivity

Every individual’s skin is different. While our products are formulated with quality ingredients, Evina cannot guarantee compatibility with every skin type.

Customers are advised to:

  • Perform a patch test before full application
  • Review ingredient lists carefully
  • Consult a dermatologist if they have known allergies or sensitive skin conditions

Refunds or returns will generally not be accepted for:

  • Personal allergic reactions
  • Skin purging
  • Individual dissatisfaction based on skin compatibility
  • Improper usage of products

4. Return Request Process

To initiate a return request, customers must contact our support team with the following details:

  • Full name
  • Order number
  • Registered email address
  • Reason for return
  • Supporting photos/videos

Once your request is reviewed and approved, our team will provide return instructions.

Please do not ship products back without authorization from our support team.

Unauthorized returns may not be accepted.

5. Return Shipping

Depending on the nature of the issue, Evina may:

  • Arrange reverse pickup
  • Request customers to self-ship the item

If the return is approved due to:

  • Wrong product
  • Damaged item
  • Defective packaging

then return shipping costs may be covered by Evina.

However, for discretionary returns or non-defective items, shipping costs may not be reimbursed.

6. Inspection & Quality Verification

Once the returned product is received at our facility, our quality assurance team will inspect the item.

The inspection process may include:

  • Packaging verification
  • Product condition check
  • Batch verification
  • Damage assessment
  • Usage evaluation

Evina reserves full rights to determine whether the returned item qualifies for a refund or replacement.

7. Refund Processing Timeline

Approved refunds are processed within 5–7 business days after the returned product is successfully received and inspected by our team.

Refunds will be issued to the original payment method used during purchase.

Depending on your payment provider or banking institution, it may take additional time for the amount to reflect in your account.

Evina shall not be responsible for delays caused by:

  • Banks
  • Payment gateways
  • Financial institutions
  • Technical processing delays

8. Replacement Policy

In eligible cases, customers may receive:

  • Product replacement
  • Store credit
  • Refund

Replacement approval depends on:

  • Product availability
  • Nature of issue
  • Verification outcome

Evina reserves the right to provide replacement instead of monetary refund wherever applicable.

9. Order Cancellation Policy

Orders may be cancelled only before they are processed or shipped.

Once an order has been dispatched, cancellation requests may no longer be accepted.

Evina reserves the right to cancel any order due to:

  • Product unavailability
  • Pricing errors
  • Fraud suspicion
  • Incomplete payment
  • Operational limitations

In such cases, customers will receive an appropriate refund where applicable.

10. Refused Deliveries

If a customer refuses delivery without valid reason:

  • shipping charges may be deducted
  • future COD eligibility may be restricted

Repeated fraudulent return or refusal activity may lead to account restrictions.

11. Limitation of Liability

Evina’s liability under this policy shall be limited strictly to the purchase value of the product concerned.

We shall not be responsible for:

  • indirect damages
  • allergic reactions due to undisclosed sensitivities
  • misuse of products
  • delays caused by logistics providers
  • customer negligence

12. Policy Updates

Evina reserves the right to modify, update, or revise this Refund & Return Policy at any time without prior notice.

Customers are encouraged to review this page periodically for updates.

13. Contact Us

For any refund or return related assistance, customers may contact our support team through the official communication channels provided on our website.

Our team will make reasonable efforts to resolve all genuine concerns promptly and professionally.