Refund policy

Returns & Refunds

We want you to love your EVVRÀ ritual. If something isn't right, here's how we make it right.

Your consumer rights

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, doesn't match its description, or isn't of acceptable quality, you're entitled to:

  • A replacement or refund for a major failure
  • Compensation for any reasonably foreseeable loss or damage
  • A repair or replacement if the failure isn't major

These rights are in addition to anything in this policy.

Change-of-mind returns

If you've changed your mind, you can return an unused, unopened product within 30 days of delivery for a refund or exchange. The product must be in its original packaging and in resaleable condition.

To keep this option fair for everyone, we ask that you cover the return shipping cost for change-of-mind returns. We recommend a tracked service so the parcel doesn't go missing.

Items we can't accept back

For hygiene and safety reasons, we can't accept returns of:

  • Opened or used skincare products (including mists, oils, balms, and roll-ons)
  • Items marked as final sale
  • Gift cards
  • Products damaged through misuse

Your consumer rights under the Australian Consumer Law still apply to these items if they're faulty.

Faulty, damaged, or wrong items

If your order arrives damaged, faulty, or you've received the wrong item, please email us at hello@evvra.com.au within 7 days of delivery. Include your order number, a description of the issue, and photos if possible.

We'll arrange a replacement, refund, or store credit — your choice — and we'll cover the cost of return postage if the item needs to come back to us.

How to start a return

  1. Email us at hello@evvra.com.au with your order number and reason for return
  2. We'll reply within one business day with a return authorisation and the return address
  3. Pack the item carefully in its original packaging
  4. Ship it back to us (tracked service recommended)
  5. Once received and inspected, we'll process your refund or exchange

Please wait for return authorisation before sending anything back — returns received without prior approval may not be processed.

Refunds

Once your return arrives and passes inspection (typically within 3–5 business days), we'll process your refund to your original payment method. From there, allow up to 10 business days for the funds to appear, depending on your bank.

Original shipping fees aren't refunded for change-of-mind returns. They are refunded if the item was faulty, damaged, or sent in error.

Exchanges

If you'd like to exchange one product for another, the easiest way is to return the original (following the steps above) and place a new order for the item you'd like. Stock can move quickly, and placing a new order means you won't miss out while we process the return.

Sale and promotional items

Items purchased on sale can be returned under the change-of-mind policy unless marked final sale. Final sale items can only be returned if they're faulty or damaged on arrival.

Questions

For anything return-related, email us at hello@evvra.com.au and we'll get back to you within one business day. We're a small team, and we genuinely want to sort it out with you.