Refund policy
Our return and refund policy ensure our customers can always shop with peace of mind. We want to ensure customers experience the best possible service when shopping with us.
Our Guarantee
Your satisfaction is guaranteed when you order Prime EVA products from Evaline Sp. z o.o. ("Evaline"). If you decide not to use a product, return it to us within 30 days of delivery. See details below.
Return Policy
Items You Decide Not to Keep
You may return items you decide not to keep within 30 days, providing these items are in their original condition and packaging, unused and undamaged. Please note that any returns not meeting these criteria will be rejected. If you are unsatisfied with your purchase, we are here to help.
- If we sent you the wrong item or you received a damaged or defective product, please contact us at support@evalinegroup.com so we can correct the problem immediately at our own expense.
- Returns must be submitted to Evaline within 30 days from your delivery date.
- Returned items must be unused and with the original packaging, and items must be packaged in a shipping box or a shipping bag.
- Please use our product return tool or contact our Customer Service Team at support@evalinegroup.com if you want to return an item.
- If you're returning a gift, include the purchaser's name and address.
- Return securely packaged items to the address on the return form by the carrier of your choice. Evaline does not provide return labels. Please note the customer is responsible for paying for shipping the items back, and they should be returned following the shipping instructions provided by Evaline's customer support team.
- We will refund your original payment method for the amount you paid for the items. Shipping charges are non-refundable.
- Please note customers who purchased items using cash-on-delivery methods may not receive a full refund unless they provide valid bank account details where any remaining balance can be directly transferred. The cash-on-delivery fee and shipping charges are non-refundable.
- Customers are liable for the cost of returning goods.
- For Fitting Issues and Defective and Damaged Items. You must provide us with photos or video as proof, as these will be examined, and replacement is free of charge.
- A failed attempt delivery is not applicable for a refund, as the receiver of the package a customer is responsible for being available or attending to customer's order during delivery.
To start a return, please use our product return tool or contact us at support@evalinegroup.com and mention your Order Number. If your return is accepted, we'll send you instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted. Refunds and exchanges are typically processed within 7-10 business days of receipt of your return. Processing times can vary seasonally. Your patience is appreciated!
Items You Are Not Satisfied With
If you are dissatisfied with an item, we want to make things right quickly. We will replace or exchange the item or refund the amount you paid. You may return defective items within 30 days if they are unused and in their original packaging. For your convenience, you can initiate the return process by using our product return tool. We encourage you to complete the return form online or email customer service at support@evalinegroup.com before returning a product so that we can provide you with the best service.
Please note that returned items used or not in their original packaging may not be accepted.
Items Damaged or Defective
Don't you think you got what you paid for? If the item you purchased is damaged, defective, or does not fit, we are genuinely sorry and want to fix this for you as soon as possible.
Contact our customer service team for help, or use our self-help product return tool to get started. Our team will assess the request and assist with a return option following your rights under statutory consumer law. We will cover return postage.
The item does not fit
We guarantee all products will fit the vehicle as stated on our website and your order confirmation email. If a product does not fit as stated, then we will offer a return for a refund or exchange at no extra charge - whichever you prefer.
Before proceeding with a return under our Return and Refund Policy, you may be asked to send us evidence of the fitment problem along with vehicle details. This will allow us to determine the cause of the issue and qualify the type of return under our policies.
Under our Guarantee conditions in Return and Refund Policy, all postage costs will be covered by us.
Guarantee conditions:
- Supply evidence of the fitment defect as requested. This will be in the form of photos showing the issue and the vehicle for us to determine the source of the problem.
- Return goods in "as new" merchantable condition. If there is an issue regarding fitment, do not use the goods before returning them.
- Return goods in the same fashion as they arrived. The item must be repackaged as they come, do not affix any label directly to the packaging unless this is how the item was delivered; instead, repackage the item in a package or similar and affix the label to the protective package.
Items returned that do not comply with the above conditions may be refused and returned to you unless an explicit written exception is given.
Contact our customer service team for help, or use our self-help product return tool. Our team will assess the concern and assist with a return option under our policies.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
Items Sent to You in Error
We carefully pack items to ensure every item in your order is correct, but we occasionally make mistakes. Often, there is no need to return items sent in error. Please email customer services at support@evalinegroup.com so we can correct this problem immediately at our expense.
Replacement Policy
Receiving your order on time and in good condition is important to you; it's also important to us! We do everything possible to ship and deliver your order on time and in good condition.
Replacements for missing or damaged items will be shipped at no additional cost using our 3rd party mail courier.
Returning an Order
If you are dissatisfied with an item, we want to make it right quickly. We will gladly replace or exchange the item or refund the paid amount. You may return unsatisfactory items within 30 days from the delivery date, provided they are unused and in original packaging. Return shipping is the customer's responsibility; we cannot offer pre-paid shipping labels to our customers.
We encourage you to contact our customer service at support@evalinegroup.com or use our product return tool online before returning a product so we can issue you a unique Return Authorization number.
Please note: For us to process the return for your order, it is important to write the Return Authorization number on your package. The Return Authorization number will be issued to you after you fill out the Return Form in product return tool or contact our customer support, and if your return is approved to be processed by our customer support team.
Return Address:
Please send your returns to the following address:
Evaline Sp. z o.o.
Returns Department
Pszczynska 2/2
Mikolow, Poland, 43-190
Phone: +48574215513
Order Number: ________________
It's important to fill in your order number in the provided space to ensure we can correctly identify your return.
Limited Warranty
All items have a two-year warranty.
This warranty does not cover parts that wear through regular use. You must return your product to Evaline by contacting our customer support team at support@evalinegroup.com. We will repair or replace your product at no additional charge and return it to you by mail free of charge. Please contact our customer support team at support@evalinegroup.com to arrange warranty service before returning a product.
We have some of the best warranties in our industry, so you can feel secure about purchasing our products.
Please note that warranties apply only to the original purchaser and are not transferable. Products produced by other manufacturers are covered by the specific manufacturer's warranty and not by this warranty.
