Refund policy
At èvelan, our commitment to radical transparency extends beyond our ingredient lists — it includes how we handle every order.
Our Policy on Returns
Due to the sensitive, personal nature of cosmetic and skincare products, we are unable to accept returns on opened or used items. This is a standard practice across the professional skincare industry and exists to protect every customer from receiving previously used products.
We do not offer refunds based on personal preference, a change of mind, or reactions that arise from incompatibility with existing conditions we are not aware of. We strongly recommend completing a patch test before introducing any new active ingredient into your routine.
When We Will Issue a Refund
We take full responsibility for our errors. Refunds are reviewed on a case-by-case basis and are issued when:
- Your order arrives damaged, defective, or compromised in transit.
- You receive the wrong product(s) due to a fulfillment error on our end.
- Your order is confirmed lost in transit after investigation with the carrier.
If any of the above applies, please contact us within 7 days of delivery with your order number and supporting photos where applicable. We will respond within 2 business days.
Pre-Order Refunds
Payment for pre-orders is captured immediately at the discounted pre-order rate. Cancellations and refunds for pre-orders are not available once payment has been processed, unless we are at fault as described above.
Contact Us
Reach out through our Contact page. Include your order number and a clear description of the issue.
This policy was last updated May 2025. èvelan reserves the right to update this policy at any time.
2 Formulations contain high-performance clinical-grade active ingredients. Always perform a patch test before first use. Discontinue use immediately if irritation occurs.
3 Product outcomes depend on consistent application, skin profile, and individual routine sequencing. èvelan does not warrant or guarantee specific skin results.