Return & Exchange Policy

Hassle-Free Returns – Shop with Confidence

We value your shopping experience. We want every item you receive to perfectly match your style and expectations; however, if an item isn't quite right for you, we offer a clear, reasonable, and convenient return and exchange service.

Return Window and Application Timeline

You have 30 days from the date you receive your order to submit a return request.

This gives you ample time after receiving your package to try on the items and verify the fit and overall experience. If you decide an item isn't suitable during this period, you can submit a return request.

Please note that you must wait for approval before shipping the item back. Items sent back without prior approval may not be recognized or processed by our system, which could delay your refund.

Return Eligibility and Basic Conditions

To ensure a fair and smooth return process and guarantee consistent quality for all customers, returned items must be unworn, unused, unwashed, and in a condition as close as possible to their original state upon shipment. Additionally, all hangtags, labels, protective stickers, and original packaging must remain intact and undamaged.

We will inspect returned items upon receipt to confirm they are in a resalable condition. If an item shows obvious signs of use or does not match its original condition, the return request may be denied.

Special Return Requirements for Intimate Apparel (e.g., One-Piece Swimsuits)

Due to the nature of intimate apparel—and for reasons of hygiene, safety, and quality assurance—these items are subject to stricter return conditions.

Generally, return requests for intimate apparel are accepted only if:

The item remains in its original, unopened packaging;

The item has not been tried on or used, and the hygiene seal remains completely intact.

If there is a confirmed quality issue or a shipping error, the above restrictions do not apply; we will prioritize providing a solution, such as an exchange or a refund.

Situations Not Eligible for Return

Not all items qualify for return. The following situations generally fall outside the scope of returns or refunds:

Items that have been used, washed, or show obvious signs of wear, as well as items damaged due to improper use or care. 

Items bearing traces of perfume, sweat, smoke, pet odors, or cosmetic residue generally fail inspection.

Additionally, returns are not accepted for items damaged or altered due to misuse or improper care, nor for items marked as "Final Sale."

Requests submitted beyond the specified timeframe may also be ineligible for processing.

Care and Usage Instructions

Evaqm products are crafted from selected fabrics and functional materials. To maintain their comfort, fit, and color integrity, we recommend following proper care procedures during daily use and washing.

To be eligible for return, all items must be in brand-new condition—unworn, unwashed, and unused—with original packaging, tags, and all accompanying accessories intact. Items showing signs of wear, washing, or damage resulting from improper care will not qualify for return, refund, or exchange.

To keep your products in optimal condition, we recommend the following care guidelines:

• Wash dark and light-colored garments separately to prevent color transfer.
• For color-blocked or multi-colored items, we recommend using color-catcher sheets.
• Do not soak swimwear.
• Machine wash gently in cold water (recommended temperature: 30°C or below).
• Use mild or eco-friendly detergents.
• Avoid bleach, harsh stain removers, or corrosive cleaning agents.
• Air dry after washing; avoid tumble drying or direct exposure to high heat.

Issues arising from improper care—such as fading, deformation, or material damage caused by excessive soaking, high washing temperatures, washing mixed colors together, using harsh detergents, or high-heat drying—are not considered product defects and are therefore ineligible for return or refund.

Return Shipping Costs and Liability

Unless the return is due to a product defect or a shipping error, the customer is responsible for all return shipping costs. We recommend using a trackable shipping service to ensure a secure delivery process and minimize the risk of package loss.

We cannot be held liable for any loss or damage that occurs during the return shipment.

Refund Process and Timeline

We will notify you of the review outcome once we have received and inspected the returned item(s). Once your return request is approved, the refund will be issued to your original payment method.

Please note that shipping fees from the original order are generally non-refundable, unless the return is due to an error on our part (such as shipping the wrong item) or a confirmed quality issue with the product itself.

The time it takes for the refund to appear in your account depends on the processing speed of your bank or payment provider and typically takes several business days.

Handling Refund Delays or Non-Receipt

In most cases, refunds are credited automatically after processing, though processing times vary across banking systems. If you do not see the funds in your account within 10 business days of receiving a refund confirmation, please contact your bank or payment provider first to inquire.

If the issue remains unresolved, feel free to contact us, and we will assist in investigating and resolving the matter.

Size Exchange Service

If you need a different size, we offer an exchange service to help you get the right fit.

Exchange requests must be submitted within 30 days of receiving the item, and the item must meet our return criteria (unused, unwashed, and in its original condition).

You are responsible for the shipping costs to return the item to us; once we receive the returned item, we will ship the new size or replacement item to you free of charge (typically limited to one free shipment per order).

International Orders and Customs Information

The return process for international orders is the same as for domestic orders, but please pay special attention to customs and cross-border shipping requirements. You are responsible for all shipping costs associated with international returns.

Due to varying national policies, any customs duties, VAT, or customs processing fees incurred are non-refundable. Please ensure that return information and customs declaration documents are filled out correctly to avoid delays, returns, or additional charges caused by customs clearance issues.

If the package incurs additional fees at customs, we may deduct the relevant costs from your refund, depending on the circumstances.

Handling Damaged, Missing, or Incorrect Items

If the items you receive are damaged, missing, or do not match your order, please contact us within 48 hours. Please provide relevant details, including your order number, photos of the item and packaging, and a description of the issue.

We will prioritize resolving these issues and offer solutions such as reshipment, exchange, or a refund, depending on the specific situation.

Return Request Process

Initiating a return is simple. You only need to submit an application and provide relevant order information, returned goods, and a reason for the return. For exchange requests, please also specify the desired size or replacement details.

Once your request is approved, we will email you the detailed return address and instructions.

Please contact us if you have any questions or need assistance regarding shipping, returns, or exchanges. Evaqm is committed to providing excellent customer service and will do our utmost to help resolve any issues.