Returns, Refunds & Complaints

Here you'll find information regarding return conditions, refunds, exchanges, cancellations, and complaints for purchases made through our online shop.

Returns

We may accept returns provided the product meets the return conditions outlined below.

To qualify for a return:

• The product must be unused and in new condition.
• The product must be returned in its original, unopened packaging.
• Packaging seals and protective films must remain unbroken.
• The return must be approved by our support team before the item is sent back.

A $20 handling and restocking fee applies to all returns. This fee covers the receiving, inspection, administration, and processing of returned products.

Original shipping fees are non-refundable.

Return shipping costs are the responsibility of the customer. As you are responsible for the item until it reaches us, please ensure that the product is securely packaged and returned using a trackable shipping method.

Refunds

Once your return has been received and inspected, we will send you an email confirming receipt and advising whether your refund has been approved or rejected.

Approved refunds will be issued to your original payment method, minus the $20 handling and restocking fee and any non-refundable original shipping charges.

Approved refunds are processed within 14 days of us receiving and inspecting the returned item.

Store credit is available as an alternative upon request.

Please note that the time it takes for an approved refund to appear in your account may vary depending on your bank or payment provider.

How to Return an Item

To start a return, please contact us at support@evelliora.com with your order number.

Our support team will provide you with a return form. The form must be completed and submitted before a return address is issued.

Once your return request has been reviewed and approved, we will provide you with the appropriate return instructions.

Please do not send products back without first receiving return approval and instructions from our support team.

Return postage is the responsibility of the customer, and original shipping fees are non-refundable.

A $20 handling and restocking fee applies to all returns.

We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returns sent without tracking.

Uncollected or Undeliverable Parcels

If your parcel is delivered to a collection point and remains uncollected for 7 days, it may be returned to us.

This policy also applies when a parcel is returned because the delivery address provided by the customer was incorrect, incomplete, or otherwise undeliverable.

Customers are responsible for ensuring that all shipping information provided during checkout is complete and accurate, including the recipient's name, house or apartment number, street, city, state or province, and postal code.

Parcels returned to us for reasons including the following may incur a $20 handling fee:

• The parcel was not collected within the carrier's required collection period.
• An incorrect or incomplete delivery address was provided by the customer.
• The carrier was unable to complete delivery because of customer-provided address information.
• The customer refused the delivery.
• The customer failed to accept or collect the delivery and the parcel was subsequently returned.

The $20 fee covers outbound and return postage, administration, and processing costs associated with returned parcels.

If you change your mind after your order has shipped, you must accept or collect the parcel and follow our standard return process. Refusing or failing to collect a parcel does not constitute an approved return.

Once the parcel has been returned to us and processed, any approved refund will be issued minus the applicable $20 handling fee and any non-refundable shipping charges.

If a delivery issue resulted from an error made by Evelliora rather than incorrect or incomplete information supplied by the customer, please contact our support team so the case can be reviewed separately.

Exchanges

We only replace items if they are defective or damaged. To request an exchange for the same item, please email support@evelliora.com with your order number and details of the issue.

Our team may request photographs or other information to verify the issue before approving an exchange.

Please do not return an item before receiving instructions from our support team.

Partial Refunds

Returned orders that are not in their original condition, are damaged, opened, used, or incomplete for reasons not caused by Evelliora may be rejected or may only qualify for a partial refund.

The amount of any partial refund will be determined after the returned product has been received and inspected.

You will be notified by email once the inspection has been completed.

Late or Missing Refunds

If you have been notified that your refund has been processed but have not yet received it:

• Recheck your bank account.
• Contact your credit card provider, as refunds may take several days to appear.
• Contact your bank, as processing times can vary between financial institutions.

If you've completed these steps and still have not received your refund, please contact us at support@evelliora.com and include your order number so our team can investigate.

Faulty or Damaged Items – Complaints

If your product arrives damaged or defective, you may file a complaint.

Please take clear photographs showing the issue and email them to support@evelliora.com along with your order number and a brief description of the problem.

Please do not return the product until you have received approval and return instructions from our support team.

We will review the information provided and, where necessary, inspect the product to determine whether the issue is covered.

If your complaint is approved, we may offer an appropriate resolution, such as a replacement, refund, or other compensation.

Where an approved return is required because the product has been confirmed as damaged or defective, we will cover the applicable return shipping costs.

Complaints relating to manufacturing defects do not include general wear and tear or damage caused by misuse or negligent handling.

All products are inspected prior to dispatch, although shipping damage may occasionally occur. Please inspect your items carefully upon delivery and contact us within a reasonable timeframe if you discover an issue.

Can I Cancel or Change My Order?

Our logistics system is automated, meaning orders can enter processing and preparation shortly after they are placed.

Because of this, we cannot guarantee that an order can be cancelled or changed after it has been confirmed.

Please double-check all order details, including products, quantities, and your delivery address, before completing checkout.

If you notice an error after placing your order, please contact us as soon as possible. Our support team will check the current status of the order and determine whether a cancellation or change is still possible.

Once an order has entered fulfillment or has been dispatched, we may no longer be able to stop or modify it.

Satisfaction Guarantee Claims

The 60-Day Empty Bottle Guarantee applies to Evelliora Tanning Gummies and runs for 60 days from the delivery date. To process a claim under this guarantee, we require:

• Photographic documentation of your skin from before you started using the product and after finishing it, taken in comparable lighting and conditions.
• Verifiable dates for both photographs, such as original image files with intact timestamps.
• Your order number.

Claims that cannot be reasonably documented in this way will be handled under our standard refund policy.

Approved refunds under the 60-Day Empty Bottle Guarantee are issued to the original payment method and do not require the product to be returned.

Need Assistance?

If you have any questions regarding a return, refund, exchange, cancellation, damaged item, or delivery issue, please contact us at support@evelliora.com with your order number.

Our customer support team will be happy to review your request and provide the appropriate next steps.

Last updated: September 2026