Refund policy

EVOQUE CARES LLC (dba Èvoque Beauty) — Refund & Return Policy

Last updated: April 2026

At EVOQUE CARES LLC, customer satisfaction is our priority. This policy explains when and how you may request a refund, replacement, or return.

1. RETURN WINDOW
You may request a return, refund, or replacement within 14 days of your order's delivery date. Requests submitted after this window cannot be accepted.

2. ELIGIBLE CASES

A) DAMAGED ITEMS
If your item arrives damaged, contact us within 14 days of delivery with photos or a short video showing the damage and the shipping packaging. We will issue a full refund or send a free replacement, at your choice. No return shipping required and no restocking fee applies.

B) INCORRECT OR MISSING ITEMS
If you receive the wrong item, the wrong variant (color, shade, size), or your order is missing an item, contact us within 14 days of delivery with photos of what you received. We will issue a full refund or send a replacement at no additional cost. No restocking fee applies.

C) DEFECTIVE ITEMS
If an item is defective on arrival (fails to function as described), contact us within 14 days with a description of the defect and supporting photos or video. We will issue a refund or replacement. No restocking fee applies.

D) ORDER NOT DELIVERED (TRACKING NOT COMPLETE)
If tracking shows your package is in transit but delivery has not occurred within the following windows, you may request a refund or replacement:
  • United States: 20 business days from dispatch
  • International destinations: 35 business days from dispatch

E) CHANGE OF MIND (UNOPENED RETURNS)
If you change your mind, you may return an unopened, unused item in its original packaging within 14 days of delivery. The customer is responsible for return shipping costs. A 10% restocking fee will be deducted from the product price at refund. Original shipping costs are non-refundable.

3. CASES WE CANNOT REFUND
- Tracking shows the package was delivered but the customer reports non-receipt. Please contact your local carrier or post office first — we will review on a case-by-case basis if non-delivery is confirmed.
- The customer provided an incorrect or incomplete shipping address at checkout.
- The package was refused or unclaimed at the local post office.
- The item shows signs of use, wear, or damage caused after delivery.
- Minor cosmetic packaging wear from shipping (the product itself is intact).
- Change-of-mind requests made after 14 days from delivery.
- Customs seizures or customs duties disputes (these are the recipient's responsibility — see Shipping Policy).

4. HOW TO REQUEST A REFUND OR RETURN

Step 1 — Email care@evoquecares.com within 14 days of delivery. Include:
  • Your order number
  • The issue (damaged, incorrect, missing, defective, non-delivered, or change-of-mind)
  • Photos or video evidence (for damaged, incorrect, or defective items)

Step 2 — We will respond within 2 business days with a resolution. For approved returns, we will email you a Return Merchandise Authorization (RMA) number and the return address. Please do not ship items back before receiving an RMA — unauthorized returns cannot be processed.

Step 3 — For change-of-mind returns, ship the item within 7 days of receiving your RMA. Include the RMA number on the outside of the package. We recommend a trackable service.

Step 4 — Once we receive and inspect the returned item (or verify the claim for damaged / non-delivered items), we will process your refund within 5–10 business days to your original payment method. For change-of-mind returns, the refund will be the product price minus the 10% restocking fee. Your bank may take an additional 3–5 business days to display the refund.

5. EXCHANGES
We handle exchanges through the refund-and-reorder process: we refund the original item under the terms above, and you place a new order for the replacement. This is faster and avoids duplicate shipping delays. The 10% restocking fee does not apply to defective, damaged, or incorrect items.

6. CANCELLATIONS
Orders can be cancelled for a full refund before they enter processing (typically within the first 12 hours after purchase). Once an order has been dispatched, the standard return policy applies.

7. CONTACT US
Email: care@evoquecares.com
Phone: +1 (505) 295-4258
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM EST

EVOQUE CARES LLC (dba Èvoque Beauty)
5500 San Antonio Dr NE
Albuquerque, NM 87109, United States.