Refund policy

We stand behind the quality of every product we ship. If something arrives damaged or defective, we'll make it right.

What's Covered

We accept returns and offer refunds or replacements only for items that arrive defective, damaged, or incorrect (wrong item or missing item). Due to the personal-care nature of our products, we are unable to accept returns for change of mind, or for items that have been used and are in working condition.

Reporting Window

If your item arrives defective, damaged, or incorrect, you must contact us within 14 days of delivery. Claims made after this window may not be eligible.

How to File a Claim

Email us at care@evoquecares.com with:

Your order number
A brief description of the issue
Clear photos or a short video showing the defect or damage (including the packaging, if the item was damaged in transit)

Our team reviews every claim within 1–2 business days.

Resolutions

Once your claim is approved, you can choose:

A free replacement shipped to you at no cost, or
A full refund to your original payment method

In most cases, you will not need to ship the defective item back to us — we'll confirm this when we approve your claim. If a return is required, we'll provide instructions.

Refund Timing

Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional few days for the refund to appear on your statement.

Order Cancellations

Orders can be cancelled for a full refund before they ship. Once an order has been dispatched, it can no longer be cancelled and will fall under the terms of this policy.

Wrong or Missing Items

If you received the wrong item or something is missing from your order, contact us within 14 days of delivery with your order number and a photo of what you received. We'll ship the correct item or refund you — your choice.

Your Statutory Rights

Nothing in this policy limits any rights or remedies you may have under the applicable consumer protection laws of your country or state. Where local law provides you with additional rights, those rights remain unaffected.