Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if the item arrives damaged, defective, incorrect, or otherwise not as ordered — see "Damages and issues" below for the full list.
Where we ask you to send an item back, it must be returned in the condition you received it, complete with any accessories, tags and original packaging, and accompanied by your order number or proof of purchase. This does not apply to items that arrived damaged or defective — we do not expect a faulty item to be in perfect condition.
To start a return, you can contact us at info@evonixstore.com or visit your account to submit a return or cancellation request directly.
If your return request is approved, we will email you the outcome and, where relevant, instructions on how and where to send your package. In every approved case, you choose whether you would like a replacement item or a refund.
Depending on the item and the issue, one of two things will happen:
- We do not require the item back. You keep the item, and we ship your replacement or issue your refund straight away.
- We ask you to return the item. In this case the cost of return shipping is paid by the customer, and your replacement or refund is processed once the item reaches us.
Which of the two applies is decided by us on a case-by-case basis.
Items sent back to us without first requesting a return will not be accepted, and we cannot refund a return we have not authorised.
Damages and issues
Please inspect your order as soon as it arrives. The sooner you tell us about a problem, the faster we can resolve it — and while the parcel and its packaging are still intact, your case is much easier to document. Every claim needs to be supported by photo or video evidence; see "Evidence we need" below.
You are entitled to a replacement or a full refund if:
- the item arrives damaged or defective
- you received the wrong item
- the item is the wrong colour, size or variant compared to what you ordered
- the item is missing a component or accessory
Claims of this kind can be raised at any point within 30 days of delivery. Once your request is approved, you choose whether you would like a replacement or a full refund.
Evidence we need
Photo or video evidence is required for every claim. We cannot assess or approve a request without it. Please email everything to info@evonixstore.com together with your order number.
Depending on the problem, please send:
- Damaged or broken item — photos showing the damage clearly, plus a photo of the outer packaging and the shipping label. If the parcel itself arrived crushed, torn or opened, photograph it before unpacking.
- Defective or non-working item — a short video showing the fault as you attempt to use the item. For electrical items, please film the item connected and switched on.
- Wrong item, colour or variant — a photo of what you received next to the shipping label.
- Missing component or accessory — a photo of everything that was inside the parcel, laid out together, and of the packaging it came in.
- Wrong size or measurements — photos of the item laid flat and measured with a tape measure clearly visible, so that we can compare it against the product specifications.
Images must be clear, well lit and unedited, and must show the actual item you received. Please keep the item and all of its packaging until your case has been closed — we may need to ask for an additional photo, and discarding the item before then may prevent us from approving your claim.
We aim to review your evidence and reply within 2 business days.
After 30 days from delivery, we are no longer able to accept claims of this kind.
Orders that are delayed, lost or cannot be fulfilled
The situations below concern the delivery itself rather than the item. Where a refund or replacement applies, you will never be asked to send anything back.
Out of stock. If an item becomes unavailable after you order it, we will notify you and offer you a replacement item or a full refund.
Cannot be shipped. Some items cannot be shipped to certain destinations because no suitable delivery service is available. If this affects your order, we will notify you and refund you in full.
Missing or lost parcels. If your parcel goes missing in transit and is confirmed lost by the carrier, we will replace it or refund you in full.
Parcels marked as delivered. Once the carrier's tracking confirms delivery, the parcel is considered delivered and our responsibility for it ends. We are not liable for parcels that are lost, stolen or misplaced after the carrier has recorded them as delivered, and we cannot offer a refund or replacement in these cases.
If this happens, please check with other members of your household, your neighbours and your building's reception, and look for a delivery notice or a nearby collection point. If the parcel still cannot be found, the claim must be raised with the carrier — we will provide any shipping details you need to support it. Should the carrier confirm that the parcel was misdelivered or never handed over, contact us with that confirmation and we will resolve your case in full.
Parcels lost for reasons outside our control. We are not responsible for parcels that fail to arrive because of an incorrect or incomplete delivery address, a refusal to accept delivery, a parcel left unclaimed at a collection point, or a recipient who cannot be reached by the carrier. Unclaimed parcels are often destroyed or returned by the local carrier within a short period, and in these situations no refund or replacement is available.
Delayed orders. Standard delivery times for your destination are set out in our Shipping Policy. The figures below are not delivery estimates — they are the point at which a delayed parcel becomes eligible for a refund.
If your parcel has not been delivered within the timeframes below, counted from the date it leaves our warehouse, you can request a full refund or a replacement:
- 30 days — United States, Canada, United Kingdom, European countries, New Zealand
- 60 days — South America, the Middle East, India, Africa and all other destinations
- During peak periods such as Black Friday, Cyber Monday and Christmas, add 10 days to the timeframe above, as carrier networks are heavily congested.
- In exceptional circumstances outside our control — epidemics, natural disasters, strikes, customs closures or similar events — these timeframes may be extended. We will notify you by email if your order is affected.
If your order is running noticeably behind the delivery estimate but has not yet reached the threshold above, please contact us anyway — we will look into it with the carrier and keep you updated rather than asking you to wait it out.
Please note: these timeframes do not apply where the delay is caused by the delivery itself being held up on your side — for example an incomplete or incorrect address, a parcel left unclaimed at a collection point, a refused delivery, or the carrier being unable to contact you. In those cases we cannot offer a refund, though we will always help you contact the carrier.
Customs, duties and import taxes. Any customs duties, import taxes or handling fees charged by the destination country are set by local authorities and are the responsibility of the recipient. They are not included in the price you pay at checkout, and we are unable to refund them.
If a parcel is held at customs, delivery may take considerably longer than usual; time spent in customs clearance does not count towards the timeframes above. Where a parcel is returned or destroyed because the applicable charges were not paid, because the recipient declined to accept it, or because the item is restricted in the destination country, we are unable to offer a refund or a replacement. Please check your local import rules before ordering if you are unsure.
Destinations with limited delivery coverage
For a number of destinations, the carriers available to us do not provide reliable tracking, insurance or claim handling. Orders shipped to these destinations are sent at the customer's risk: delivery times cannot be guaranteed, and we are unable to offer refunds or replacements for parcels that are delayed, lost or undelivered.
This applies to:
- United States: Hawaii, Alaska, Puerto Rico
- Latin America and the Caribbean: Argentina, Bahamas, Belize, Bolivia, Chile, Cuba, Dominican Republic, Ecuador, Grenada, Guatemala, Haiti, Jamaica, Nicaragua, Paraguay, Peru, Uruguay
- Africa and the Middle East: Algeria, Angola, Benin, Burundi, Egypt, Eswatini, Gambia, Libya, Madagascar, Mauritius, Palestine, Sudan, Zambia
- Asia: Bangladesh, Kyrgyzstan, Nepal
Everything else in this policy still applies to these orders. If your item arrives damaged, defective, incorrect or incomplete, you remain fully entitled to a replacement or a refund — the limitation above concerns delivery only.
Cancelling an order
Before dispatch. You can cancel your order free of charge at any time before it has been dispatched. Contact us at info@evonixstore.com or submit a cancellation request through your account, and we will refund you in full.
Orders are prepared for dispatch quickly, so please contact us as soon as possible. Once an order has left our facility we can no longer stop it, and it will need to be handled under the return process described above instead.
Personalised and made-to-order items. Items that are made, printed or engraved specifically for you enter production shortly after payment and cannot be cancelled more than 48 hours after the order is placed. After that point, production has begun and the order can no longer be stopped or refunded.
Cancellations by us. In rare cases we may need to cancel an order ourselves — for example if the item is unavailable, cannot be shipped to your destination, or the order is flagged as fraudulent. If this happens we will notify you and refund you in full.
Exceptions / non-returnable items
Change-of-mind returns are not covered by this policy. If the item you received is undamaged, fully functional and matches the product you ordered, we are under no obligation to accept a return or to issue a refund, and we reserve the right to decline such a request.
We may still choose to accept a change-of-mind return as a gesture of goodwill. Any such decision is made at our sole discretion, on a case-by-case basis, and accepting one request does not oblige us to accept another.
The only exception is orders delivered to the European Union — see "European Union right of withdrawal" below.
Discounted and sale items are covered by this policy on exactly the same terms as full-price items.
Exchanges
If your item arrived damaged, defective, incorrect or incomplete, you do not need to arrange an exchange yourself — simply raise a claim as described above and choose a replacement instead of a refund. We will send the correct item at no additional cost to you.
We do not offer exchanges for a different size, colour or product where there is nothing wrong with the item you received. If you would like something else, please see the change-of-mind rules under "Exceptions" above.
European Union right of withdrawal
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification — including if you simply changed your mind. This 14-day cooling-off period applies only to orders delivered within the EU.
To withdraw, contact us at info@evonixstore.com with a clear statement of your decision within those 14 days. Your item must be unused and in the same condition that you received it, with tags and in its original packaging, and you'll need your order number or proof of purchase.
The same return process applies as for any other order: if we ask you to send the item back, the cost of return shipping is paid by you. The only difference is the reason — within these 14 days you do not need the item to be damaged, defective or incorrect in order to return it.
After the 14-day cooling-off period has ended, EU orders follow the same rules as everywhere else: from day 15 up to day 30 after delivery, a return can only be requested if the item is damaged, defective or incorrect. Change-of-mind returns are no longer possible after day 14.
Refunds
We will notify you by email as soon as a decision has been made on your request, and let you know whether your refund was approved or not.
All refund timeframes run from the moment we approve your request, not from the date you contacted us:
- Where we do not require the item back, your request is approved as soon as we have reviewed your evidence — there is no inspection stage and nothing to wait for.
- Where we ask you to return the item, your request is approved once the item has reached us and passed inspection.
In both cases, once approved you will be refunded to your original payment method within 7–10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund to your account.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at info@evonixstore.com and we will follow it up.