1. Return Eligibility

Customers have the right to return their order within 14 days of receiving it, in accordance with EU consumer protection laws. To qualify for a return, the following conditions must be met:

    • The item must be unused, undamaged, and in its original packaging.
    • All accessories, decorations, manuals, and additional items must be included.
    • The item must be in resellable condition (no signs of wear, assembly, or modifications).
    • The return request must be submitted within 14 days of delivery, and the item must be shipped back within 7 days of approval.
    • A proof of purchase (order confirmation or invoice) must be provided.

Returns that do not meet these conditions may be subject to a partial refund or refusal.

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2. How to Initiate a Return

To start the return process, follow these steps:

Step 1: Contact Us

Send an email to info@evexmas.store with the subject line:
“Return Request – Order #[Your Order Number]”

Include the following details:

    • Your full name & order number
    • Reason for return (e.g., defective item, incorrect item, change of mind)
    • Clear photos of the item (if damaged or incorrect)
    • Preferred resolution (refund or replacement)

Step 2: Approval & Instructions

    • Our team will review your request within 2 business days and respond with further instructions.
    • If the return is approved, we will provide the return shipping address and, in some cases, a prepaid return label.

Step 3: Packing & Shipping

    • Pack the item securely in its original packaging to prevent damage.
    • If the original packaging is unavailable, use a sturdy box with protective materials.
    • Ship the item using a trackable courier service, and retain the tracking number for reference.
    • The item must be shipped within 7 days of approval.

Step 4: Refund Processing

    • Once the returned item is received and inspected, we will confirm the refund or replacement.

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3. Return Shipping Costs

    • Customer-Paid Returns: If the return is due to a change of mind, incorrect size, or personal preference, the customer is responsible for return shipping costs.
    • Evexmas-Paid Returns: If the return is due to a damaged, defective, or incorrect item, we will either:
        ✓ Provide a prepaid return label, or
        ✓ Reimburse return shipping costs upon submission of a valid shipping receipt.

All returns must be sent via a trackable shipping method. Returns sent without prior approval may be refused.

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4. Refunds & Processing Time

Once the returned item is received and inspected:

    • Processing Time: Refunds are issued within 7–10 business days.
    • Refund Method: Refunds are issued via the original payment method used at checkout.
    • Non-Refundable Costs:
        ✓ Original shipping fees (unless the item was defective or incorrect).
        ✓ Expedited or express shipping costs.

If the returned item does not meet our eligibility criteria, a partial refund may be issued, or the return may be declined. If a return is rejected, the item can be sent back to the customer at their expense.

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5. Exchanges

We do not currently offer direct exchanges. If you would like to replace an item with a different one, please:

    1. Follow the return process outlined above.
    2. Place a new order for the desired item.

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6. Non-Returnable Items

Certain products cannot be returned, including:

    • Used, assembled, or altered products.
    • Custom-made or personalized items.
    • Items returned after 14 days from delivery.
    • Items with missing accessories, manuals, or packaging.
    • Items damaged due to improper handling or misuse.

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7. Return Refusals & Exceptions

Evexmas reserves the right to refuse a return in the following cases:

    • The product is returned in poor condition (e.g., damaged, missing parts, or visibly used).
    • The return request was not submitted within 14 days of receiving the item.
    • The product was shipped back without prior approval from our customer support team.
    • The customer failed to provide proof of purchase (order number or invoice).
    • The return appears to be fraudulent or part of repeated return attempts.