Refund policy
REFUND & RETURNS POLICY
Last updated: August 30, 2026
1. Overview
This Refund & Returns Policy applies to purchases made through EVERA, an online retail store operated from Brazil and serving customers internationally.
Our customer support contact is:
Email: contact.evera@gmail.com
We aim to make returns and refunds as simple and fair as reasonably possible while complying with applicable consumer protection laws.
2. Return Eligibility
Depending on the product, reason for return, and applicable local law, eligible items may be returned when they are:
- Unused
- In their original condition
- In their original packaging where reasonably possible
- Not damaged as a result of customer misuse
- Accompanied by the relevant order information
Return requests should generally be submitted within 30 days of delivery, unless a different period is required by applicable law.
Certain products may be subject to additional return conditions for health, hygiene, safety, or other legitimate reasons.
3. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incomplete, or contains an incorrect product, please contact us as soon as reasonably possible.
Email:
Please provide:
- Your order number
- Full name
- A description of the problem
- Clear photographs or videos showing the issue
- Any other information reasonably requested by our support team
We will review the situation with the applicable supplier, fulfillment partner, or shipping provider.
Depending on the circumstances and applicable law, we may offer a:
- Replacement
- Refund
- Partial refund
- Other appropriate resolution
We will determine the appropriate resolution based on the circumstances of the case and applicable consumer protection requirements.
4. Items That May Not Be Eligible for Return
A return or refund may not be available where the issue results from:
- Misuse of the product
- Accidental damage after delivery
- Unauthorized alterations or modifications
- Failure to follow applicable product instructions
- Normal wear and tear
- Damage caused after delivery by the customer
For health, hygiene, and safety reasons, certain products may not be eligible for return once opened or used where permitted by applicable law.
Examples may include certain:
- Personal-care products
- Beauty products
- Hygiene products
- Underwear or intimate products
- Other products where resale is not reasonably possible for health or safety reasons
Where applicable law provides a mandatory right of return or refund, those rights will continue to apply.
5. Order Cancellation
Customers may contact us as soon as possible if they wish to cancel an order.
We will make reasonable efforts to cancel an order before it has been processed, fulfilled, or shipped.
Once an order has been processed, fulfilled, or handed over to a carrier, cancellation may no longer be possible.
If cancellation is no longer possible, the customer may need to follow the applicable return process instead.
Any cancellation rights required by applicable law remain unaffected.
6. Return Process
To request a return, please email:
Please include:
- Your order number
- Your full name
- The product you wish to return
- The reason for the return
- Photographs or other supporting information when applicable
Do not send products to a supplier, warehouse, or any other address before receiving return instructions from EVERA.
Depending on the product and destination, we will provide the appropriate return instructions after reviewing your request.
7. Return Shipping Costs
Return shipping costs depend on the reason for the return and applicable law.
If the return is approved because the product is confirmed to be defective, damaged upon arrival, incorrect, or otherwise the responsibility of EVERA or its fulfillment partner, we will provide appropriate instructions regarding the return and applicable costs.
For other voluntary returns, the customer may be responsible for return shipping costs unless applicable law requires otherwise.
We will communicate any applicable return shipping requirements before the customer sends the product back.
8. Refund Method and Timing
Once a refund has been approved, it will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account depends on the payment provider, bank, card issuer, or other financial institution.
EVERA cannot control processing times imposed by third-party payment providers or financial institutions.
Where applicable, we will initiate the refund as soon as reasonably possible after the return or refund has been approved.
9. Partial Refunds
In certain circumstances, a partial refund may be offered instead of a full refund.
This may apply where:
- Only part of an order is affected
- A product has a minor issue that does not justify a full return
- The customer agrees to keep the product with a partial refund
- Applicable law permits such a resolution
Any partial refund will be communicated to the customer before it is processed.
10. Customs Duties, Taxes and Import Charges
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or third parties.
These charges are generally outside EVERA's control.
Where such charges have been imposed by customs authorities, government agencies, carriers, or other third parties, they may not be refundable by EVERA.
Any mandatory refund or consumer rights provided under applicable law remain unaffected.
11. Refunds for Returned Products
Where a return is required, the refund may be processed after the returned product has been received and reviewed, where appropriate.
The condition of the returned item may be considered when determining the applicable refund, subject to applicable consumer protection laws.
Customers should follow the return instructions provided by EVERA carefully to avoid unnecessary delays.
12. Exchanges and Replacements
Depending on product availability and the circumstances of the request, EVERA may offer an exchange or replacement instead of a refund.
If the same product is unavailable, we may offer another appropriate resolution, including a refund where applicable.
13. Consumer Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict, or replace any mandatory consumer rights that apply under the laws of the customer's country or region.
Customers may have additional rights depending on where they live and where the purchase was made.
Where mandatory consumer protection legislation provides rights that differ from this policy, those legal rights will take precedence.
14. Contact Us
For all return and refund requests, please contact:
EVERA
Email: contact.evera@gmail.com
Country of operation: Brazil
Please include your order number in your email so that we can locate your purchase and assist you more efficiently.