Política de devoluciones

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

  1. Product dissatisfaction: Within 7 (seven) calendar days from receipt.

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

Remembering that the first step for exchange or return is to contact our Service Center by email: servicio@usoevora.com

To make the exchange/return, the product must not show signs of use and must be sent directly to servicio@usoevora.com our Post Office Box; thus we will proceed with the refund or exchange of the merchandise within a maximum of 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 carry out an analysis to confirm that everything is in accordance with the return conditions of the item. After confirmation, our service team will contact you and, in this case, you can choose between:

  1. Exchange for any other product available in our stock.

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

Warranty: All EVORA store products have a 30-day warranty, counted from the 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 received product (postage packaging with label), it being essential that said packaging appears in the video.

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

NOTE: EVORA Store does not provide any type of technical service or authorized service. For more questions, contact our team and we will provide all the necessary support.

IMPORTANT:
Our warranty does not cover aesthetic damage occurred after the purchase of the product in our company, such as broken, cracked screens or similar problems.

The warranty also does not cover:

  • Damage from liquids, such as dropping the product into water or submerging it: although some products are water resistant, there are limits that must be respected according to the product.

  • Damage caused by attempted repair or adaptation of the device by you or third parties;

  • Improper use of accessories;

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

  • Acceptable reduction in battery life;

  • Tests to verify the resistance of the product, such as tests of glass resistance of a watch or water resistance tests, among others.

Frequent questions:

I requested an exchange. How long will I receive my product?
Once the return of the product is confirmed in our Distribution Center, we will analyze its conditions and, if everything is correct, the new product will be sent within 5 (five) business days.

In cases of exchange or return due to dissatisfaction, size or divergence of the product, we will carry out a quality analysis and, if signs of use are detected, it will be returned to the sender without prior notice.

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

I requested a refund. How long will I receive the refund?
If the payment method was bank slip, the restitution can be made as credit in your Online Store account to make a new purchase. If you do not want the credit, we will make the refund to a virtual account of PagSeguro or Mercado Pago (it is possible to create a free account to receive the refund amount).

If the payment method was credit card, the restitution can be made as credit in the store account for a new purchase, or as a refund to the credit card.

We highlight that credit card administrators have a period of 30 to 60 days for the refund to appear on your statement.

In case of further questions, we are at your disposal in our Service Channels.
Sincerely, EVORA Store.