Return & Refund Policy

This Return & Refund Policy applies to orders placed through evlany.com. We sell daily-use products and aim to provide a clear and fair post-purchase policy. Please read the terms below carefully before submitting a return or refund request.

1. Return Period and Order Cancellation

You may request a return within 30 days after delivery of your order, as measured from the confirmed delivery date shown by the carrier tracking information. Return requests submitted after this period may not be accepted. Orders may be cancelled free of charge within 72 hours after the order is placed, provided the order has not yet been shipped. Once an order has been shipped, it can no longer be cancelled and will be handled under this Return & Refund Policy. We do not currently support order modifications after an order has been placed.

2. How to Request a Return

To request a return, please contact us at service@evlany.com and include your order number, the item name, the reason for the return, and clear photos if the item is damaged, defective, incorrect, or incomplete. To help us review your request efficiently, please use the same email address used for the order whenever possible. Once your request is reviewed and approved, we will provide return instructions and he correct address for returning goods. Please do not send items back without prior authorization, as unauthorized returns may be refused or may not be processed properly.

3. Return Conditions for Eligible Items

Returned items must be in resalable condition and suitable for inspection unless the return is due to verified damage, defect, or our error. Items should generally be unused, unworn, unwashed, clean, and free from odors, stains, water exposure, or other signs of use. All original tags, packaging, accessories , and included parts must be returned together. For bathrobes, mats, and similar textile or household-use items, the items must not have been washed, used, or materially altered after delivery. For toothbrushes and other hygiene-sensitive items, the products must be unused, unopened where applicable, and not placed into personal use. Returns may be refused if the returned goods show signs of use, incomplete contents, missing packaging, or conditions inconsistent with resale, except where the return is based on a verified product issue.

4. Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain items may not be eligible for return. This may include used toothbrushes, opened hygiene-sensitive products, items that have been washed or worn, bathrobes or mats showing use after delivery, items damaged after receipt due to customer handling, and any product marked as final sale or otherwise non-returnable on the product page. We also reserve the right to refuse returns for items that are returned in unsanitary condition, are missing essential components, or are not returned with the original or equivalent protective packaging necessary for safe transport and inspection.

5. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or incomplete, you should contact us within 48 hours after delivery. Please provide your order number together with clear photos of the item, the outer packaging, the shipping label, and the issue identified. We will review the materials submitted and, where appropriate, may offer a replacement, refund, partial refund, or another reasonable solution. Failure to report delivery-related issues within this timeframe may affect our ability to investigate the matter with the carrier or payment provider and may limit the remedies available.

6. Return Shipping Costs and Responsibility

If the return is due to our error, such as a verified defective item, damaged item on arrival, or incorrect shipment, we may provide a prepaid return solution, reimburse reasonable return shipping costs, or offer another appropriate remedy at our discretion. If the return is not due to our error, including customer preference returns, the customer is responsible for the return shipping costs. Original shipping fees are generally non-refundable unless otherwise required by applicable law or unless the refund is due to our verified error. Customs duties, import charges, taxes, brokerage fees, and other third-party charges associated with the original delivery are generally non-refundable. We recommend using a tracked shipping service and retaining proof of return shipment, as the customer remains responsible for the parcel until it is received at the approved return address.

7. Refund Processing

Once the returned item is received and inspected, we will notify you of the outcome of the return review. If approved, the refund will be issued to the original payment method used for the purchase. Refunds are typically processed within 7 business days after approval. The exact time for the funds to appear in your account may vary depending on your card issuer, bank, Stripe, PayPal, or other payment provider. If a return does not meet the conditions of this policy, we may reject the refund request or issue a reduced refund where permitted by applicable law and justified by the condition of the returned goods.

8. Payment Disputes and Chargeback Review

If you believe there is a problem with your order or refund, please contact us at service@evlany.com before opening a payment dispute or chargeback so that we can review the matter and attempt to resolve it promptly. To support any review, we may rely on order records, checkout records, shipping confirmation, carrier tracking, delivery confirmation, return authorization records, communications, and photos or other evidence submitted by the customer. Refunds are issued in accordance with this policy and our Payment Policy, and shipping-related matters are handled consistently with our Shipping Policy. Nothing in this policy limits any mandatory rights you may have under applicable consumer protection law.