1. Right of free termination (right of withdrawal)

If the purchase was made online, the customer has the right of free termination within 14 days of receiving the products, in accordance with European Union legislation and applicable Portuguese legislation. If this right is exercised, EVAN Care will refund only the amount paid for the products. The refund will be made within the legal deadline, and EVAN Care may withhold and only release the refund after receiving and checking the returned products, or upon presentation of valid proof of return shipment by the customer, whichever occurs first, in accordance with applicable legislation.

2. Refund method

The refund will be made using the same payment method used for the purchase, unless technically impossible or expressly agreed otherwise with the customer.
In accordance with applicable law, the refund will be processed within a maximum of 14 days after one of the following events occurs, whichever occurs first:
a) Physical receipt of the returned products; OR
b) Clear and valid proof of shipment of the returned products by the customer.
Refunds will only be made after verification of compliance with the return conditions, namely the integrity, non-use, and original condition of the products. 

3. Return conditions

For a return to be accepted, products must meet all of the following conditions:

• They must be in their original condition, with no signs of use;
• The packaging, labels, and security seals must be intact;
• The products must not have been opened, used, or tested;
• There must be no damage, spills, or signs of tampering.

Opened, used, or tampered with products are not eligible for return, except in cases of:

• Manufacturing defect;
• Damage during shipping; OR
• Shipping error attributable to EVAN Care.

Items must be returned with all accessories, brochures, gifts, and complementary packaging (when applicable).

4. Shipping costs

Return shipping costs are borne by the customer, except when:

• The product is defective;
• There has been a shipping error by EVAN Care; OR
• The product is damaged upon arrival.

In these cases, EVAN Care will bear the return costs and, when necessary, coordinate collection.

5. Defective, damaged, or incorrect products

If the product is defective, arrives damaged, or does not match the order placed, EVAN Care will:

• Assume the return costs; AND
• Guarantee the customer one of the following solutions:
  • Replacement with the same product;
  • Replacement with an equivalent product (with consent);
  • Repair (where applicable); OR
  • Full refund.

For quick validation, the customer must contact EVAN Care and provide:

• Photographs of the outer packaging;
• Photographs of the damaged or incorrect products;
• The order number.

EVAN Care may request the physical return of the products for inspection.

6. Exchanges

Direct exchanges may not be available for all products. In cases where an exchange is necessary:

1. The exchange is treated as a new order;
2. The customer must contact EVAN Care via geral@evancare.com;
3. Shipping costs for the new shipment may apply.

Note: For safety and hygiene reasons, opened cosmetic products cannot be exchanged.

7. Exceptions and non-returnable products

Certain products cannot be returned, except in the case of a defect or error on the part of EVAN Care:

• Products whose seal/safety seal has been broken;
• Products that have been opened, used, or tested;
• Samples, promotional kits, gifts;
• Personalized or custom-made products (where applicable).

These limitations are intended to comply with hygiene, safety, and cosmetic integrity standards.

8. Partial refunds or exchanges

The refund may be total or partial, or, alternatively, the product may be replaced, whenever the returned products do not comply with the conditions required for acceptance of the return, namely when:

• They show obvious signs of use or opening;
• The original packaging is damaged in a way that compromises its integrity or marketability;
• Components, elements, or accessories are missing;
• The product is returned in a condition that does not allow for its reuse, resale, or safe use.

In these situations, EVAN Care will assess the condition of the returned products and apply a proportional reduction in the amount to be refunded, according to the depreciation verified, or, when applicable, will send a replacement product, without prejudice to the rights provided for by law. 

9. Return to sender (not collected/incorrect address)

If an order is returned to EVAN Care due to:

• Incorrect address;
• Failed delivery due to absence;
• Not collected at the collection point;
• Unjustified refusal to accept delivery;

The customer can choose between:

• Reshipment, subject to payment of new shipping costs;
• Partial refund (see 8), returning only the value of the products, minus the logistics costs incurred by EVAN Care (shipping + return). 

The initial shipping costs are not refunded in these situations.

10. Processing and inspection times

EVAN Care inspects all returns within a maximum of five business days after physical receipt of the products. Without prejudice to the provisions of applicable law, the refund will be made within a maximum period of 14 days from the date on which EVAN Care is informed of the customer's decision to exercise their right of free termination. EVAN Care may withhold the refund until the returned products have been received and verified or until valid proof of their shipment has been provided, as provided for by law. The customer undertakes to use a return method that allows the shipment to be tracked and to provide, when requested, complete and reliable information that allows the return to be correctly identified and verified.

11. Return period and process

To initiate the process, the customer must:

11.1 Submit a return request within 14 days of receiving the products by contacting EVAN Care via email at geral@evancare.com and providing:

• The order number;
• The reason for the return;
• Photographs of the product and packaging (where applicable).

11.2 Wait for confirmation and instructions from EVAN Care.

After review, the customer will receive:

• An RMA (return authorization) number; AND
• The return address and instructions: [The return address and instructions will be determined and communicated by email by EVAN Care after reviewing the request, depending on each specific situation.].

Please note: returns sent without an RMA will not be accepted.

11.3 Return or deliver the goods within 14 days from the date on which you communicated your decision to terminate the contract.

12. Consumer legal rights

Nothing in this policy prejudices or limits the legal rights of consumers under the applicable legislation in the country of sale where the purchase is made, including, in particular, the right of free termination, legal guarantees, and legal mechanisms for complaints and dispute resolution.

Date of last update: January 9, 2026