Refund Policy
Every Evenwell order is covered by our 30-Day Guarantee. If your product arrives damaged, arrives faulty, or stops working within 30 days of delivery, we will replace it or refund it. The choice is yours.
1. What the guarantee covers
The guarantee applies for 30 days from the day your order is delivered, and covers:
- A product that arrives damaged or broken;
- A product that does not work on arrival;
- A product that stops working during those 30 days under normal use;
- The wrong item, or a missing item from a bundle.
We will not ask you to justify the failure. We only need enough information to identify your order and get the resolution moving.
2. Your two options
When a claim is approved, you choose one of the following:
- A replacement — we ship the same product again at no cost to you, with the same free shipping and the same delivery window.
- A full refund — we refund the full amount you paid for the affected product, including any shipping you paid on it.
For a bundle, the resolution applies to the item that failed. If the failure makes the bundle unusable as a whole, we resolve the whole bundle.
3. How to make a claim
Write to us at evenwellstore@outlook.com within the 30-day window with:
- Your order number;
- A short description of what went wrong;
- A photo or a short video, if the problem is something you can show. This is not required, but it usually lets us resolve the claim in a single message.
We aim to answer every claim within 2 business days.
4. Do you need to send the product back?
Often not. We will tell you when you write to us whether the item needs to be returned. If we do ask for a return, we pay for the return shipping — you will never be asked to cover the cost of returning a faulty product.
Please do not ship anything back before contacting us. Returns sent without being agreed in advance cannot be tracked to your claim.
5. When refunds are issued
Approved refunds are issued to your original payment method. Once processed, the funds typically appear within 5 to 10 business days, depending on your bank or card issuer. We will confirm by email as soon as the refund leaves our side.
6. What is not covered
- Damage caused by misuse, accident, dropping the product, or contact with water beyond normal use;
- Damage caused by opening, modifying, or attempting to repair the product;
- Normal cosmetic wear that does not affect how the product works;
- Claims made more than 30 days after delivery.
7. Orders that never arrive
If your tracking has not moved or your order has not arrived well past the estimated delivery window, contact us at evenwellstore@outlook.com. A lost order is treated the same as a faulty one: replacement or refund, your choice.
8. Cancelling an order
If your order has not shipped yet, write to us and we will cancel it and refund you in full. Once an order has shipped it can no longer be cancelled, but the 30-Day Guarantee above still applies from the day it reaches you.
9. Contact
All claims and questions about this policy go to evenwellstore@outlook.com.
Evenwell
Guatemala
evenwellstore@outlook.com