Refund policy
Refund & Replacement Policy
Please read this policy before placing your order.
15-Day Refund & Replacement Window
You have 15 days after delivery to contact us about a refund or replacement request.
After 15 days from delivery, we do not offer refunds, replacements, or returns.
To request help with your order, email us at:
Please include your order number and the email address used to place the order.
Order Cancellations
Orders are processed quickly after purchase.
If you need to cancel your order, email us as soon as possible at helloevims@gmail.com.
We can only cancel an order if it has not been processed, packed, or shipped yet.
Once an order has been processed, packed, or shipped, it cannot be cancelled.
Shipping Costs
We offer free standard shipping on all orders.
Priority processing, shipping protection, express shipping, and any other optional shipping-related fees are non-refundable.
If a refund is approved, only the approved product amount will be refunded. Shipping-related fees will not be refunded unless required by law or approved by us.
No Refunds for Change of Mind
We do not offer refunds or replacements simply because you changed your mind.
This includes cases where:
- You no longer want the product
- You ordered by mistake
- You found another product
- You do not like the product after receiving it
- You no longer need the product
If the product is working properly and is in good condition, it is not eligible for a refund or replacement.
Damaged, Defective, Incorrect, or Not Working
Please inspect and test your product as soon as it arrives.
If your item arrives damaged, defective, incorrect, or not working properly, contact us at helloevims@gmail.com within 15 days of delivery.
Please include:
- Your order number
- A clear explanation of the problem
- Photos of the product
- Photos of the packaging
- A photo of the shipping label
- A full unboxing and testing video
Required Unboxing Video
To review any damage, defect, or condition claim, we require a clear full unboxing video.
The video must:
- Start before the package is opened
- Clearly show the shipping label
- Clearly show the outside of the package before opening
- Be recorded in one continuous clip
- Have no cuts, no edits, no pauses, and no speed changes
- Show the package being opened on camera
- Show the product being removed from the package
- Show all included accessories and packaging
- Show the product from all sides
- Show the inside clearly
- Show whether there are any tears, rips, holes, stains, or visible damage
- Show the product being charged
- Show the product turning on and off
- Show all buttons responding properly
- Show all modes working properly
- Show the product working as intended
The video must be clear, well-lit, and easy to review.
If the video is missing, unclear, edited, cut, incomplete, or starts after the package was already opened, we may deny the claim.
If the Product Works Properly
If the product is shown to be:
- Charging properly
- Turning on and off properly
- Responding to all buttons
- Running all modes properly
- Working as intended
- In good condition with no damage
then it is not considered defective.
Products that are working properly are not eligible for a refund or replacement just because the customer does not like them or changed their mind.
Replacements
If we confirm that your product arrived damaged, defective, incorrect, or not working properly, we may offer a replacement.
A replacement is our main solution for approved product issues.
If a replacement is not available, we may decide to offer another solution, including a refund, at our discretion.
When We May Deny a Claim
We may deny a refund or replacement if:
- The request was made more than 15 days after delivery
- The unboxing video is missing, unclear, edited, cut, or incomplete
- The package was already opened before the video started
- The product was damaged after delivery
- The product was used improperly
- The product was dropped, torn, stained, modified, or mishandled
- The product shows signs of misuse
- The product is working properly
- There is not enough proof of the issue
- The packaging, accessories, or shipping materials were thrown away before the review was completed
Do Not Return the Product Without Approval
Do not send the product back unless we approve it first and give you return instructions.
Items sent back without approval will not be accepted.
Do not return the product to the sender address, manufacturer, courier, or fulfillment warehouse unless we specifically tell you to do so.
Refund Without Return
In some cases, we may approve a refund without requiring the product to be returned.
This is reviewed case by case.
A refund without return may require a complete unboxing and testing video showing that:
- The issue existed when the product arrived
- The product was not damaged by the customer
- The product was not misused or mishandled
Submitting a video does not automatically guarantee a refund or replacement.
Refused or Undeliverable Orders
If an order is refused, unclaimed, or cannot be delivered because the customer provided the wrong shipping address, any approved refund may have shipping, handling, or other related fees deducted.
Please make sure your shipping information is correct before placing your order.
Refund Processing
If a refund is approved, it will be sent to your original payment method within 10 business days.
Priority processing, shipping protection, express shipping, and other optional shipping-related fees are non-refundable.
Your bank or payment provider may take extra time to post the refund.
If more than 15 business days have passed since your refund was approved, contact us at helloevims@gmail.com.
Contact Us
For any questions, contact us at: