Refund policy
At Evopure, we strive for you to be 100% satisfied with every purchase. However, we understand that circumstances change. If you change your mind, we are happy to accept returns or exchanges for items that are in their original condition, unopened, and unused within 14 days of the delivery date.
To ensure prompt processing, all returns are reviewed individually. Please retain your purchase receipt as proof of order.
To initiate a return, please contact our team at support@evopure.co.uk. Once approved, we will provide you with a return postage label and specific instructions for your package. Please note: Items returned without prior approval cannot be accepted.
Returns via Post
We have streamlined our returns process to make it as simple as possible.
-
Request Approval: Contact us at support@evopure.co.uk.
-
Receive Details: Once approved, we will email you a return postage label and the specific fulfilment address best suited for your return. This ensures your parcel reaches the correct facility for the quickest possible processing.
-
Prepare Your Parcel: Fill out the "Returns Section" on the back of your dispatch notice, detailing the item, quantity, and reason for return. Include this in your package.
-
Label & Send:
-
UK Customers: Attach the provided return label to the outside of your package. If reusing original packaging, please ensure the old delivery label is fully removed or covered.
-
Drop your parcel off at your nearest Post Office.
-
We strongly recommend using a trackable postage method. The products remain your responsibility until they are signed for at our facility, so please consider insuring the return for its value.
Postage Costs & Duties
| Scenario | Cost Responsibility |
|---|---|
| Damaged / Faulty Item (UK) | Evopure covers all return postage costs. |
| Change of Mind / International | Customer is responsible for return postage, taxes, and customs duties. |
Refund Process
Once your return is received and inspected, we will notify you of your refund status via email.
-
Timeline: We aim to process refunds within 5 to 10 working days of receipt.
-
Method: Refunds are automatically applied to your original payment method. Depending on your bank, it may take up to two billing cycles for the credit to appear on your statement.
-
Expired Cards: If your original card has expired, we will issue the refund as online store credit.
Note: Unless the product is faulty, original delivery charges are non-refundable.
Faulty Items
Please inspect your order immediately upon receipt. If an item is defective, damaged, or incorrect, contact us immediately (within 14 days) at support@evopure.co.uk with your order number and details of the issue. We will assess the situation and resolve it as a priority.
Exceptions & Exchanges
-
Non-Returnable Items: Bespoke products (special orders or personalised items), sale items, and gift cards cannot be returned.
-
Exchanges: If you wish to exchange an item for a different strength or size, the fastest way is to return the unwanted item for a refund and place a separate order for the new item.