Refund policy

Thank you for shopping with Evil Eye Gallery. This Refund Policy applies to purchases made directly through www.evileyegallery.com. If you purchased an Evil Eye Gallery product through another website or marketplace, please contact the original seller.

This policy describes our standard store procedures. Nothing in this policy excludes, restricts or replaces any consumer right that cannot be waived under applicable law.

Order Changes and Cancellations

Orders may begin processing shortly after they are placed.

If you need to modify or cancel an order, you must contact us within 24 hours of placing the order. Please include your order number and the requested change.

Submitting a request within 24 hours does not guarantee that the order can be modified or canceled. Processing or fulfillment may begin immediately after an order is placed. We will make reasonable efforts to accommodate your request only if fulfillment can still be stopped.

An order is considered modified or canceled only after you receive written confirmation from us. An automated acknowledgment confirming receipt of your message does not mean that the requested modification or cancellation has been completed.

If fulfillment can no longer be stopped, including after the order has been transferred to a fulfillment provider or shipping carrier, the order cannot be canceled under this policy. An eligible item may still be returned after delivery under the terms below.

For security and fulfillment reasons, shipping-address changes cannot be guaranteed after an order is placed. Where an address cannot be changed safely, we may require the original order to be canceled, if cancellation is still possible, and a new order to be placed using the correct address.

General Return Window

Unless applicable law requires otherwise, you may request a voluntary return within 7 calendar days beginning on the date your order is recorded as delivered by the shipping carrier.

You must contact us and receive written return authorization before sending anything back. If your request is approved, we will provide the authorized return address and return instructions.

An approved return must be handed to the return carrier within 7 calendar days after we issue the return instructions. The carrier acceptance scan or other verifiable proof of shipment will determine whether this deadline was met.

Return authorization expires if the item is not shipped within this period, unless we agree to an extension in writing or applicable law requires otherwise.

Authorization to return an item does not constitute final approval of a refund. Every returned item is subject to inspection after it reaches the authorized return location.

Return Eligibility

To qualify for a voluntary return, the item must generally:

  • Be in the same condition in which it was received;
  • Be unworn, unused, unwashed and unaltered;
  • Include all original tags, packaging, accessories, components and promotional items;
  • Show no signs of misuse, improper care, accidental damage or unauthorized modification; and
  • Be accompanied by the order number or other acceptable proof of purchase.

The customer is responsible for packaging the return securely. Where permitted by law, we may refuse a return or reduce the refund if the item has been used, worn, altered, damaged after delivery, inadequately packaged, or returned with missing parts, accessories, tags or packaging in a way that reduces its condition or value.

Buyer-Reason Returns and Restocking Fee

Approved voluntary returns resulting from a change of mind, personal preference, selection of the wrong size, color or style, or subjective dissatisfaction with quality are subject to a 25% restocking fee.

For this policy, subjective dissatisfaction with quality means a personal opinion or preference where the item is not confirmed to be damaged, defective, incorrectly supplied, incomplete or materially different from its description.

The restocking fee is calculated as 25% of the actual price paid for each returned item after discounts. Shipping charges and taxes are not included when calculating the restocking fee. Any taxes associated with an approved refund will be adjusted as required by applicable law.

The customer is also responsible for the direct return shipping cost for a buyer-reason return. Original shipping charges, expedited shipping upgrades, customs charges and other third-party costs are not refundable unless applicable law requires otherwise.

Any fee or deduction described in this section applies only to the extent permitted by applicable law and does not apply where a mandatory statutory remedy prohibits such a charge.

How to Request a Return

To request a return, use our Contact Us page or email support@evileyegallery.com.

Please provide:

  • Your full name;
  • Your order number;
  • The item or items concerned;
  • The reason for the request; and
  • Photographs, tracking information or other reasonable supporting evidence when reporting damage, a defect, an incorrect item, missing contents or a delivery problem.

We may request additional information reasonably necessary to verify the order, determine the condition of the product, investigate the claim or prevent fraud and abuse.

Do not return an item until you receive written return authorization and the correct return address. The return address may differ from the sender address shown on the original package.

Depending on the item, supplier and fulfillment location, an authorized return address may be located in the United States or China. Do not return an item to our business correspondence address or any other address unless we specifically authorize that address in writing.

Unauthorized returns, cash-on-delivery returns, refused return charges, or packages sent to an unauthorized or incorrect address may be rejected and might not qualify for a refund.

Do not discard, destroy or donate an item unless we expressly authorize you to do so in writing. You must retain the item and relevant packaging while a claim is being reviewed.

Return Shipping and Transit

For a buyer-reason return, the customer is responsible for arranging and paying for a trackable return shipping service.

Please retain the shipping receipt and tracking information until the return and any related refund have been completed. Unless prohibited by law, we cannot approve a refund for a return that cannot be verified as delivered to the authorized return location.

The customer bears the risk of loss or damage during the return transit of a buyer-reason return, except where applicable law provides otherwise. Secure and appropriate return packaging is required.

If we confirm that a return is required because of an error on our side, we will provide or approve a reasonable return method. Contact us before incurring return shipping expenses. Unapproved, unnecessary or unreasonably expensive shipping charges might not be reimbursed.

Damaged, Incorrect or Missing Items

Please inspect your order promptly after delivery.

A claim involving visible transit damage, an incorrect item or missing contents must be submitted within 7 calendar days beginning on the date the shipping carrier records the order as delivered.

Claims submitted after this deadline will not be accepted under our standard store policy. This deadline does not restrict any non-waivable right or longer claim period required by applicable law.

Your claim must include the order number and clear photographs of the item, external packaging, internal packaging and shipping label where reasonably requested. For missing contents, please also identify exactly which item or component is missing.

Some orders are shipped in multiple packages. Before reporting a missing item, review all shipping confirmation emails and available tracking numbers to determine whether another package is still in transit.

Do not dispose of the item, packaging, label or damaged components while the claim is being reviewed unless we authorize you to do so in writing.

If we confirm that an order was incorrectly supplied, damaged, defective or incomplete, we will contact you to discuss the available resolution options. Depending on the circumstances and product availability, these options may include:

  • Reshipment of a missing item or component;
  • Replacement of an incorrect, damaged or defective item;
  • A partial or full refund; or
  • Another remedy required by applicable law.

We will consider your preferred resolution and work with you in good faith to reach an appropriate outcome. The final resolution will depend on the nature of the issue, the available evidence, product availability, practical feasibility and any rights or remedies required by applicable law.

If a requested resolution is unavailable, disproportionate or cannot reasonably be completed, we will discuss the remaining available options with you. Where applicable law gives you the right to select a particular remedy, that right will be respected.

Defects Discovered After the Inspection Period

The 7-day claim period above applies to visible transit damage, incorrect items and missing contents under our standard store policy.

If you discover a defect that could not reasonably have been identified during the initial inspection period, contact us promptly after discovering it. We will assess the claim according to the available evidence, the nature and age of the item, its use and care, and any mandatory rights provided by applicable law.

If the defect is confirmed, we will contact you to discuss the reasonably available resolution options. These may include repair where appropriate, replacement, reshipment, a partial or full refund, or another remedy required by applicable law.

Normal wear and tear, accidental damage, misuse, improper storage or care, unauthorized repair or modification, and damage caused after delivery are not considered product defects.

Non-returnable Items

The following items are generally not eligible for voluntary return:

  • Gift cards;
  • Custom-made, personalized, engraved or specially modified products;
  • Items clearly identified as Final Sale before purchase, where permitted by law;
  • Sealed goods that are unsuitable for return for health-protection or hygiene reasons after their seal has been broken, where applicable;
  • Items that have been worn, used, washed, altered or damaged after delivery;
  • Items returned without required parts, accessories or components; and
  • Items returned after the applicable request or return-shipping deadline.

A discounted item is not automatically Final Sale unless it was clearly identified as Final Sale before purchase.

These exclusions do not prevent a remedy for an item confirmed to be damaged, defective, incorrectly supplied, incomplete or materially different from its description where applicable law requires such a remedy.

Exchanges

We do not offer direct exchanges for a change of size, color, style or personal preference.

If your item qualifies for a voluntary return, you may complete the approved return process and place a new order for the preferred item. Product availability, promotional pricing and discounts cannot be reserved or guaranteed while a return is being processed.

If an item is confirmed to be incorrect, damaged, defective or incomplete, we will contact you to discuss the available options. These may include reshipment, replacement, a partial or full refund, or another remedy required by applicable law.

Delayed, Lost or Undelivered Orders

Processing times and estimated delivery periods are described in our Shipping Policy. The stated transit period begins after the order has been processed and shipped.

If we determine before shipment that we cannot ship an order within the timeframe we promised, we will provide any notice and options required by applicable law. These may include accepting a revised shipment date or canceling the unshipped order for a refund.

If an order has not been delivered within 45 business days after shipment, excluding the separately stated processing period, please contact us to open an investigation.

Exceeding 45 business days triggers an investigation and does not by itself constitute automatic approval of a refund. The customer must provide reasonable cooperation and any information needed to investigate the shipment with the carrier or fulfillment provider.

If the investigation confirms that the shipment was lost, we will contact you to discuss the available resolution options. Depending on the circumstances and product availability, these options may include reshipment or a refund.

We will consider your preferred resolution and work with you in good faith. The final outcome will depend on product availability, the investigation results, practical feasibility and any remedy required by applicable law.

Orders Marked as Delivered

If carrier tracking records an order as delivered but you cannot locate it, you must first make reasonable efforts to find the package.

These efforts may include:

  • Checking all entrances, mailboxes and safe delivery locations;
  • Checking with household members, neighbors, reception staff or building management;
  • Confirming that the shipping address on the order was correct; and
  • Contacting the shipping carrier or local delivery office.

Contact us promptly if the package remains missing. You must cooperate with any carrier investigation and provide any declaration, identification or other reasonable documentation required to investigate the delivery.

A carrier status showing successful delivery does not automatically qualify the order for a refund or reshipment. If the investigation indicates that the package was lost or misdelivered, we will discuss the reasonably available options with you.

The final outcome will depend on the tracking records, investigation results, supplied address, available evidence, product availability and applicable law.

Incorrect Addresses, Refused Deliveries and Unclaimed Packages

Customers are responsible for providing a complete and accurate shipping address and for making reasonable arrangements to receive or collect the package.

Requests to correct an address are subject to the order-change conditions above and cannot be guaranteed after processing begins.

If an order is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, inability of the carrier to access the delivery location, or unpaid import charges, we will review the order only after the returned goods are received at an authorized facility.

Where permitted by law, any refund may be reduced by the actual outbound shipping cost, return shipping cost, carrier fee, customs charge and other non-refundable costs caused by the unsuccessful delivery. This includes the actual outbound shipping cost of an order that originally qualified for free shipping.

If reshipment is available, we will contact you to confirm whether you want the order sent again. You may be required to pay all new shipping charges before the order is reshipped.

This section does not apply when the failed delivery resulted from an incorrect shipment, confirmed carrier loss or another error attributable to us.

Customs Duties and Taxes

International orders may be subject to import duties, taxes, brokerage fees or customs charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the customer's responsibility. Amounts paid directly to customs authorities, government agencies, brokers or delivery carriers are not collected by Evil Eye Gallery and generally cannot be refunded by us.

Refusing or failing to collect a shipment because of customs charges does not automatically qualify the order for a full refund. The provisions for refused and unclaimed packages above will apply.

Refund Processing

After receiving and inspecting an authorized return, we will notify you in writing whether the requested refund has been approved, partially approved or declined.

Approved refunds will be initiated to the original payment method within 5 business days after written approval. Your bank, card issuer or payment provider may require additional time to post the funds to your account.

If more than 10 business days have passed since we confirmed that the refund was initiated, please contact support@evileyegallery.com.

Unless the return results from an error on our side or applicable law requires otherwise, original shipping charges, expedited delivery upgrades, return shipping costs, customs duties and other third-party charges are not refundable.

Any permitted restocking fee, diminished-value adjustment, shipping deduction or other deduction will be explained when we confirm the refund.

We may decline a claim or refund request where the supplied information is materially incomplete, inconsistent, unverifiable or reasonably indicates fraud, abuse or violation of this policy, subject to applicable law.

Statutory Consumer Rights

This policy provides our standard store procedures and does not exclude, restrict or replace any mandatory consumer right applicable to your purchase.

If applicable law provides a longer claim period, legal guarantee, different remedy or another right that cannot be waived by agreement, that legal requirement will take precedence over any conflicting provision of this policy.

Contact Us

For order cancellation requests, returns, delivery issues or refund questions, contact us using:

Please include your order number whenever possible. Sending a message does not constitute approval of a cancellation, return or refund. Written confirmation is required before sending a return or treating an order as canceled.