Refund policy

Evoltrix Store Return & Refund Policy

We want you to shop with confidence at Evoltrix Store. If your order has manufacturing quality issues or you are unsatisfied with your unused products, our official return and refund policy will ensure your issues are resolved fairly and efficiently. We prioritize resolving product quality problems with free replacement parts, and full returns or refunds are only approved when replacement solutions fail. All return requests require prior official authorization.

1. Return Eligibility & Core Terms

We accept returns for both defective manufacturing products and qualified non-defective products, with specific core rules as follows:

(1) Qualified Return Types

Defective products with factory/manufacturing flaws are eligible for return with valid problem proof.
Unopened and unused non-defective products that meet product condition standards are also eligible for return.

(2) Required Product Condition

Non-defective returns: Must be brand new, unopened, unused, intact in original factory packaging, and complete with all original accessories. Assembled, modified or used non-defective products are not eligible for return.
Defective returns: Products confirmed to have manufacturing defects are eligible for return, regardless of whether the package has been opened, provided that valid proof of defects can be provided.

(3) Return Time Window

Standard window: 30 days from the official delivery date of the order.
Extended window: All orders placed from May 7, 2026 to May 7, 2027 enjoy an extended 40-day return window calculated from the delivery date.

(4) Restocking Fee Rule

No restocking fee will be charged for all eligible and officially approved returns.

2. Non-Returnable Situations

The following items and scenarios are not eligible for return, refund or exchange:

Return applications submitted beyond the valid return time window, or returns sent without prior written approval from our customer support team.
Non-defective products that have been opened, assembled, modified, used, or artificially damaged after delivery, including damage caused by incorrect installation, personal misuse, improper daily maintenance, and normal wear and tear.
All individual accessories, small parts, promotional free gifts, and discounted clearance products (final sale items).
Orders canceled for personal reasons after shipment; refusal of package delivery without prior official approval will not be eligible for any refund.
Product defects or damage caused by customer’s private modification, unauthorized maintenance and repair, or non-compliant use.

3. Return & Quality Issue Handling Process

(1) Handling Process for Manufacturing Defects & Quality Issues

Contact our customer support team via the official email: Support@evoltrix-store.com, and provide your order number, clear photos or videos of the product defect, and the official order delivery date.
Our professional team will verify and confirm the product problem within 2–3 business days.
Priority solution: We will provide free replacement parts and bear all shipping fees for defective products to resolve quality issues whenever possible.
Full product return and refund will only be approved if the provided replacement parts cannot completely resolve the confirmed quality defects.

(2) Handling Process for Non-Defective Returns (Personal Preference Change)

Submit a return authorization application to our support email Support@evoltrix-store.com within the valid return window.
Provide your valid order number and confirm that the product is unopened, unused, and kept in complete original packaging.
We will issue an official return authorization after verifying your return eligibility. All unauthorized returns will be directly rejected.

4. Approved Return Shipping Rules & Information

All eligible returns must be mailed to our designated warehouse (in-store return service is not available).

(1) Official Return Warehouse Information

Warehouse Code: LA-WLW2
Full Address: 611 Reyes Dr, Walnut, CA 91789
Contact Person: A Jiao
Contact Phone: 626-348-4326
Working Hours: 9:00AM — 4:30PM (PST, Monday–Friday)

(2) Return Package Requirements

Please put a copy of your order number and official return authorization slip inside the return package to accelerate processing efficiency.

(3) Shipping Cost Liability Rules

Quality-related defective returns: We will fully bear the return shipping fees for all officially approved defective product returns.
Non-defective returns: Customers shall be responsible for all return shipping fees and relevant handling costs.
Unauthorized returns: All unapproved returned packages will be rejected and shipped back to the customer, with all resulting costs borne by the customer.

5. Refund Processing Terms

(1) Inspection & Processing Cycle

After we receive your returned package, complete product inspection and confirm the return is eligible, we will process your refund within 15 business days via your original payment method.

(2) Account Arrival Delay Note

The actual arrival time of funds may be delayed due to the processing rules of banks or third-party payment platforms, which depends on your official financial institution’s processing cycle.

(3) Abnormal Refund Support

If you do not receive the refund within 15 business days after the return is approved, please contact our support team at Support@evoltrix-store.com for timely assistance.

6. Exchange Rules

(1) Eligible Exchange Scenarios

We support product exchanges for confirmed factory defects, shipping damage and other manufacturing quality issues.

(2) Ineligible Exchange Scenarios

Exchanges are not supported for non-defective products due to personal preference changes; eligible non-defective products can only be returned for a full refund.

(3) Defective Product Exchange Process

For defective product exchange applications, please follow the quality issue handling process specified in Section 3. Our team will arrange product replacement for you, subject to real-time product stock availability.