Refund policy


Thank you for shopping at EVIVE. We value your satisfaction and strive to provide you with the best online shopping experience possible. If, for any reason, you are not completely satisfied with your purchase, we are here to help.

 

Returns

We accept returns within 07 days from the date of delivery.

The customers should request for the returns by signing up to their portal through EVIVE.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on the merchant’s assessment which the item was originally ordered from.

Items must be unworn, unwashed, and unaltered with their tags intact. Any items found used will be rejected and returned back to customers.

 

Refunds

Once we receive your return and inspect the item, we will notify you of the status of your refund.
If your return is approved, we will initiate a refund to your original method of payment.

Please note that the refund amount will exclude any shipping charges incurred during the initial purchase.
The refund will be initiated to the customer between 7 to 14 business days.

 

Exchanges

If you would like to exchange your item for a different size, color, or style, please contact our customer support team within 7 days of receiving your order.

We will provide you with further instructions on how to proceed with the exchange.

Cancellations

1. Cancellation Before Processing

  • Orders can be canceled before they are processed for shipping.
  • To request a cancellation, please contact our support team as soon as possible via +94-72-356-6655 or through WhatsApp, Instagram, or Facebook.

2. Cancellation After Processing

  • Once an order has been processed or shipped, it cannot be canceled.
  • You may still be eligible for a return or exchange based on our return/exchange policy.
  • If a cancellation is approved before processing, a full refund via store credit (coupon code) will be issued.
  • Store credit (coupon code) can be used for any brand on our platform.

3. Merchant-Specific Cancellations

  • If a merchant is unable to fulfill an order, customers will be offered a store coupon of equal value or a full refund to the original payment method.

Non-Returnable Items

Certain items are non-returnable and non-refundable. These include:

  • Damaged or Defective Items
  • Undergarments & Lingerie
  • Items which are specified by merchants.

Important Note: The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for next purchase even if the value of order is smaller than voucher value.

In the unfortunate event that your item arrives damaged or defective, please contact us immediately. We will arrange for a replacement or issue a refund, depending on your preference and product availability.

 

Return Shipping

You will be responsible for paying the shipping costs for returning your item unless the return is due to our error (e.g., wrong item shipped, defective product). In such cases, we will provide you with a prepaid shipping label / voucher discount code which will be equal to the shipping cost.

 

Processing Time

Refunds and exchanges will be processed within 7 to 14 business days after we receive your returned item.
Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.

 

Contact Us

If you have any questions or concerns regarding our refund policy, please contact our customer support hotline. We are here to assist you and ensure your shopping experience with us is enjoyable and hassle-free.