Return & Refund Policy
Last updated: June 17, 2025
At Evolance, we stand behind our products with a simple promise: if something isn’t right, let us know and we’ll work to make it right. We offer two distinct guarantees to ensure you can make a purchase with confidence.
The guidelines below explain which policy applies to your situation, how to start a return, and how we keep this program fair and sustainable for our community.
Our Satisfaction Guarantees
To provide clarity, we have created two policies based on the product's condition.
| Policy Name | Product Condition | Time Window |
|---|---|---|
| 90-Day Satisfaction Guarantee | Opened or Used Products | 90 days from the date of delivery. |
| 365-Day Return Policy | Unopened Products in Original, Sealed Packaging | 365 days from the date of purchase. |
Please note: All returns, regardless of the policy, require a Return Authorization (RA) number. Please contact us before sending any products back.
How to Start a Return
To ensure a smooth process, please follow these steps:
- Email our Customer Care team at help@evolance.com with your order number and the item(s) you wish to return.
- We will reply within one business day with your RA number and the correct return shipping address.
- Pack the product securely, write the RA number on a note inside the package, and ship it using a service that provides tracking.
Eligibility and Costs
- To be eligible for a refund, returned items must be received at our facility within 15 days of your RA number being issued.
- The cost of return shipping is the customer’s responsibility unless the return is due to an error on our part (e.g., we sent an incorrect item).
- Approved refunds are issued to your original payment method within 5-7 business days after the return has been received and inspected.
Keeping It Fair for Everyone
Our generous guarantees are designed for you to try our products with confidence. To keep this promise sustainable and prevent misuse, we may occasionally:
- Ask for a photo of the product to confirm item details.
- Review unusual return patterns or repeated returns of large quantities.
- Limit future refunds on a case-by-case basis if activity suggests the policy is being used for purposes other than genuine product dissatisfaction.
Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, please contact our Customer Care team within 14 days of delivery. To help us resolve this quickly, please provide your order number and a photo of the issue. We will arrange for a replacement to be sent to you at no cost.
Delayed or Lost Shipments
Carrier delays or delivery issues are outside of our direct control. We are happy to help you track a package, but we cannot accept returns or issue refunds for transit delays unless an order has not shipped and remains in "pre-shipment" status for more than 30 days, as outlined in the FTC's Mail, Internet, or Telephone Order Merchandise Rule. You can review the rule here: https://www.ftc.gov/business-guidance/resources/selling-internet-prompt-delivery-rules
Need Help?
If you have any questions about our policies, please contact us.
- Support Hours: Monday – Friday, 9:00 AM – 5:00 PM Eastern Time
- Email: help@evolance.com (Most messages receive a response within 12 business hours).
Evolance may update this policy from time to time. The version of the policy posted on our website at the moment your Return Authorization is issued will apply to your return.