Return policy

Our greatest commitment is to your full satisfaction.
If you chose your product in our online store, but upon receiving it you found a manufacturing defect or that it does not match the merchandise received, we guarantee your right to exchange or return it in accordance with the following terms:

Dissatisfaction with the product: Within 7 (seven) calendar days from receipt.

The product has a defect: Within 30 (thirty) calendar days from receipt.

Remember that the first step for an exchange or return is to notify our Customer Service Center by contacting us via email at: servicio@usoevora.com

To carry out the exchange/return, the product must show no signs of use and must be sent directly to servicio@usoevora.com our P.O. Box; we will then proceed with the refund or exchange of the merchandise within up to 5 (five) business days.

Our team will guide you through the entire Product Return process.

For returns due to dissatisfaction: Once the package is received, we will conduct an analysis to confirm that everything complies with the item's return conditions. After confirmation, our customer service team will contact you, and in this case, you may choose between:

Exchanging it for any other product available in our stock.

Receiving a refund of the amount paid for the products (we do not refund shipping costs if the product delivered is the correct model and in perfect condition).

Warranty: All products from the EVORA store have a 30-day warranty, counted from the date of receipt of the product.

To activate the warranty, the customer must send us a video of up to 1 minute demonstrating the problem; this video must also show the packaging of the product received (mail packaging with label), and it is essential that this packaging appears in the video.

The customer may also demonstrate the defect by sending us photos that clearly show the problem, and the product's packaging must appear in the photo.

NOTE: The EVORA Store does not provide any type of technical service and does not have an authorized service center. For further questions, please contact our team and we will provide you with all the necessary support.

IMPORTANT:
Our warranty does not cover aesthetic damage occurring after the purchase of the product from our company, such as broken or cracked screens or other similar issues.

The warranty also does not cover:

Liquid damage, such as dropping the product in water or submerging it: even if some products are water-resistant, there are limits that must be respected depending on the product.

Damage caused by an attempt to repair or modify the device by the customer or by third parties;

Improper use of accessories;

Failures or damage that may arise due to normal wear and tear — for example, scratches on the screen from use, oxidation due to excess uric acid from the product's user;

Acceptable reduction in battery life;

Tests to verify the product's durability, such as resistance tests on a watch's glass or water-resistance tests, among others.

Frequently Asked Questions:

I requested an exchange. How long will it take to receive my product?
Once the return of the product is confirmed at our Distribution Center, we will analyze its condition and, if everything is correct, the new product will be shipped within up to 5 (five) business days.

In cases of exchange or return due to dissatisfaction, sizing, or discrepancy with the product, we will conduct a quality analysis, and if signs of use are detected, the product will be sent back to the sender without prior notice.

In cases of exchange or return due to a product defect, we will conduct a quality analysis, and if signs of misuse are detected, the product will be sent back to the sender without prior notice.

I requested a return. How long will it take to receive my refund?
If the payment method was a bank slip (boleto), the reimbursement may be issued as store credit to your Online Store account for use on a new purchase. If you do not want the credit, we will issue the refund to a virtual PagSeguro or Mercado Pago account (it is possible to create a free account to receive the refund amount).

If the payment method was a credit card, the reimbursement may be issued as store credit to your account for a new purchase, or as a refund to the credit card.

We note that credit card administrators take between 30 and 60 days for the refund to appear on your statement.

If you have further questions, we are available through our Customer Service Channels.
Sincerely, EVORA Store.