Refund policy
We offer a 30 day refund window. This means you have 30 days after receiving your order to request a refund review.
We do not accept returns or exchanges. All approved cases are handled through partial refunds only.
Refund eligibility
To be eligible for a refund review, your item must arrive with a verifiable issue. This includes items that are damaged, defective, or incorrect.
Items must be unused and in the same condition that you received them, with original packaging when applicable. Proof of purchase is required.
To request a refund review, contact us at support@evinaofficial.com and include your order number, the email used at checkout, and clear photos showing the issue.
Refunds are reviewed on a case by case basis. Approval is not guaranteed.
Damaged or incorrect items
Please inspect your order upon delivery. If an item in your order arrives damaged, defective, or incorrect, contact us promptly with photos and a description of the issue.
We will first send a replacement for the damaged item. A refund will only be considered after the replacement has been delivered. If the replacement also arrives damaged, we will issue a partial refund for that item only. If your order contained multiple items, only the damaged item is eligible for a refund. The remaining items in your order are not included.
Our team reviews every case individually and will provide the appropriate resolution based on the circumstances.
Items not eligible for refunds
Refunds will not be issued for reasons such as change of mind, ordering by mistake, incorrect size selection, or no longer wanting the item.
Certain items are also not eligible, including personal care products, opened or used beauty items, intimate apparel that has been worn, digital products, gift cards, and items marked as final sale.
If you are unsure whether your item qualifies, please contact us before placing your order.
Exchanges
We do not offer exchanges.
If you would like a different size, color, or item, you may place a new order separately.
European Union policy
Orders shipped to the European Union are processed immediately to ensure fast fulfillment. Once an order has been processed or shipped, it cannot be canceled.
Refund requests after delivery are only reviewed if the item arrives damaged, defective, or incorrect.
Refund processing
Once your request is received and reviewed, we will notify you of approval or denial.
If approved, refunds are issued to the original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact us at shopevinaofficial@gmail.com.