1. Return Request Period

A return request for eligible products may be submitted within 14 days from the date the order is received.

The product must satisfy all applicable return conditions stated in this Policy.

Being within the 14-day period does not automatically make a product eligible for return where its condition, nature, packaging, seal, or any change made after delivery prevents it from being restored to the condition in which it was originally supplied.

2. Basic Conditions for an Eligible Return

For a product to qualify for a standard return, it must be returned to EVE HUB in exactly the same condition in which it was delivered.

Depending on the nature of the product, this may include:

• The product has not been used.
• The product has not been tested or tried.
• The internal packaging has not been opened.
• The outer packaging remains intact.
• The original carton remains intact.
• Factory shrink wrap remains intact.
• The Seal remains intact.
• The Safety Sticker remains intact.
• Any sticker used to secure the carton remains intact.
• No protective wrapping has been removed or damaged.
• Labels or barcodes have not been removed.
• Nothing has been written or marked on the packaging.
• All accessories and components are present.
• Any samples or gifts linked to the purchase are returned where eligibility for them depended on the purchase.
• Barcode, Batch/Lot Number, SKU, and any other identifying information match the product originally dispatched by EVE HUB.
• There are no signs of opening, resealing, alteration, or tampering.

Compliance with these conditions is determined after physical inspection by EVE HUB, and not solely on the basis of photographs provided before collection.

3. Opening Shrink Wrap, Seals, or Product Cartons

This section is particularly important.

If a product is supplied by the manufacturer or distributor with any of the following:

• Shrink Wrap.
• Factory Seal.
• Safety Seal.
• Security Sticker.
• Closing Sticker.
• Sealed carton.
• Protective wrapping.
• Any closure or protective feature showing that the product has not previously been opened,

then opening, cutting, removing, tearing, or damaging that closure or protective feature means the product is no longer in the same condition in which it was delivered.

For beauty and personal care products, once such protection has been compromised, EVE HUB can no longer conclusively verify that the product:

• Has not been used.
• Has not been opened.
• Has not had any part of its contents replaced.
• Has not been handled internally.
• Has not been contaminated.
• Has not had any substance removed, added, diluted, or altered.
• Has not been resealed after opening.

Accordingly, EVE HUB does not accept standard change-of-mind returns for products whose original security, protective, or factory packaging has been opened or compromised.

This does not affect mandatory legal rights in the case of a genuine defect, which will instead be handled under the defect investigation procedures set out later in this Policy.

4. Opened or Used Products

EVE HUB does not accept a product for standard return or exchange merely because the customer changed their mind after:

• Opening it.
• Trying it.
• Using it, even once.
• Dispensing product from the container.
• Removing an internal cover where that cover forms part of the product’s security packaging.
• Opening an internal pouch.
• Removing protective wrapping.
• Breaking the Seal.
• Removing the Safety Sticker.

Once a product reaches this condition, EVE HUB cannot responsibly offer it for resale to another customer as a new, unopened product whose integrity can be guaranteed.

5. Products That Do Not Come Factory-Sealed

Some manufacturers do not use shrink wrap, safety seals, or external security closures on certain products.

The absence of a factory seal does not automatically make the product eligible for return.

In such cases, the product may be subject to a more detailed inspection, including verification of:

• Packaging condition.
• Carton condition.
• Signs of opening or use.
• Cap and pump condition.
• Labels.
• Barcode.
• Batch / Lot Number.
• SKU.
• Production codes or identifying marks.
• Consistency with EVE HUB’s documentation from the time the order was prepared.

Approval or rejection will be determined only after inspection.

6. Change of Mind or Product Unsuitability

Where the product is genuine, intact, and compliant with its stated specifications, the following circumstances do not in themselves constitute a product defect:

• The customer does not like the fragrance.
• The customer does not like the texture.
• The customer does not like the color.
• A makeup shade does not suit the customer’s complexion.
• The color appears different from what the customer expected.
• The customer did not achieve the result they personally expected.
• The product does not fit the customer’s preferred routine.
• The product does not suit the customer’s skin or hair type.
• The customer purchased the wrong item.
• The customer changed their mind.
• The customer found another product they prefer.
• The customer does not like the feel of the product.
• The customer does not like the absorption, shine, or finish.
• The customer later realizes they already own a similar product.

If the product remains unopened and otherwise satisfies all return conditions, it may be considered as a standard return request.

If the product has been opened or used, change of mind is not accepted as a reason for return.

7. Allergic Reactions or Individual Sensitivity

Skin and hair may react differently to ingredients from one person to another.

An allergic reaction, irritation, sensitivity, or individual incompatibility with a product does not automatically mean that the product is defective, provided the product is genuine, intact, compliant with its specifications, and its ingredients are appropriately declared.

Opened or used products are not accepted for standard return solely because of individual incompatibility.

If there are objective indications that the product itself may be defective, the case will instead be handled as a potential defect investigation in accordance with the relevant sections below.

8. Claiming a Defect After Opening the Product

Opening a product does not convert a genuine defect claim into a standard return.

If a customer alleges that an opened product has a manufacturing defect, is non-compliant, or has another genuine issue, the case will enter a separate defect investigation process.

Depending on the circumstances, EVE HUB may request:

• Order number.
• Clear photographs of the product.
• Photographs of all sides of the packaging.
• Barcode image.
• Batch / Lot Number image.
• Photographs of seals and packaging.
• A video clearly showing the alleged issue.
• A detailed explanation of the defect.
• Retention of the original carton.
• That the customer does not discard the product or its contents.
• Return of the entire product for inspection.
• Any other information reasonably required to investigate the claim.

A customer statement that a product is “fake,” “not original,” “smells different,” or “has a different texture” does not by itself constitute conclusive evidence of a defect or lack of authenticity.

The claim will be investigated using the physical product, identifying information, Batch/Barcode details, sourcing records, and available documentation. EVE HUB may also refer the matter to the supplier, distributor, or another appropriate technical party where necessary.

9. Authenticity Claims

EVE HUB treats any claim concerning product authenticity with the utmost seriousness.

However, because such allegations are significant, a return or refund is not approved solely on the basis of a personal impression.

The review may include:

• Barcode verification.
• Batch verification.
• Review of distribution market or version.
• Packaging comparison.
• Review of packaging updates.
• Supplier verification.
• Review of available sourcing documents or invoices.
• Physical inspection of the product and packaging.
• Contacting the supplier or distributor where necessary.

The customer must not discard the product, packaging, carton, or related identifying information until the review has been completed.

10. Packaging Changes or Design Updates

Beauty brands may periodically change:

• Packaging.
• Carton design.
• Fonts.
• Colors.
• Sticker placement.
• Country or distribution market.
• Barcode placement.
• Caps.
• Pumps.
• Other packaging details.

More than one genuine version of the same product may therefore be available on the market at the same time due to production batches or regional distribution differences.

A difference in packaging design alone does not constitute a defect or evidence that a product is not genuine, provided the product itself is valid and its identifying information can be verified where necessary.

11. Differences Between Batches

Certain products, particularly those containing botanical or naturally variable ingredients, may show minor differences between production batches in:

• Color.
• Fragrance.
• Viscosity.
• Texture.

Minor variation alone is not conclusive evidence of a defect.

If the difference appears abnormal or there are signs of spoilage or a genuine defect, the case will be reviewed under the defect investigation procedures.

12. Improper Storage After Delivery

EVE HUB is not responsible for deterioration or changes resulting from improper storage or handling after delivery, including but not limited to:

• Leaving the product inside a hot vehicle.
• Direct exposure to sunlight.
• Storage next to a heat source.
• Exposure to inappropriate humidity.
• Leaving packaging open.
• Contamination during use.
• Inserting fingers or tools into a product in an unhygienic manner.
• Using or storing the product contrary to manufacturer instructions.

Each case will be assessed according to the nature of the product and the alleged issue.

13. Genuine Defects and Non-Compliant Products

If a product is:

• Genuinely defective.
• Not compliant with its specifications.
• Different from the ordered product due to an EVE HUB error.
• Or affected by a verified manufacturing defect,

the matter will be handled in accordance with the customer’s applicable legal rights.

The customer will not be charged additional costs arising from a genuine issue for which they are not responsible.

However, alleging that a defect exists does not automatically establish the claim. EVE HUB reserves the right to inspect and verify the product and investigate the cause of the issue before determining the appropriate remedy, while fully respecting any mandatory consumer rights.

14. Starting a Return Request

All return requests must begin through EVE HUB Customer Support.

A case will be opened and linked to the original order.

The customer may be asked to provide:

• Order number.
• Phone number used for the order.
• Product name.
• Reason for the return.
• Packaging photographs.
• Photographs of security seals.
• Barcode.
• Batch information.
• Photos or video of the issue where relevant.

Any initial acceptance of a request to collect a product does not constitute final approval of the return or refund.

Final approval is issued only after the product has been received and inspected.

15. Returning the Product

Customers do not need to select their own shipping company or dispatch the return independently.

If EVE HUB approves the product for collection and inspection, EVE HUB will arrange collection through its authorized shipping provider.

The product must be handed over to the courier in accordance with Customer Support instructions.

The customer bears the return shipping cost in cases where the return does not result from an EVE HUB error, subject to the circumstances and applicable legal rules.

Where EVE HUB is responsible for a genuine error or defect, the customer will not bear additional shipping costs resulting from correcting that issue.

16. Preparing a Product for Return

The customer must package the product appropriately to protect it during transportation.

Depending on the case, the customer must return:

• The product.
• Original carton.
• Original packaging.
• Accessories.
• Manuals.
• Tools.
• Included components.
• Promotional items linked to the purchase.
• Any item supplied as part of the offer.

The customer must not write directly on the original product packaging or attach a shipping waybill to it in a way that damages the original packaging.

17. Inspection of Returned Products

All returned products are inspected before any exchange or refund is approved.

Inspection may include:

• Comparing the product against order preparation photographs.
• Barcode verification.
• Batch / Lot Number verification.
• SKU verification.
• Seal inspection.
• Factory shrink wrap inspection.
• Label inspection.
• Checking for signs of opening.
• Checking for signs of resealing.
• Cap inspection.
• Carton inspection.
• Accessory verification.
• Gift verification.
• Overall packaging condition.
• Comparison of available identifying marks.
• Review of the order record and shipping waybill.

EVE HUB may carry out additional review where there is any inconsistency, evidence of tampering, or discrepancy between the returned item and the product originally dispatched.

18. Product Substitution or Returning a Different Product

If inspection indicates that the returned item:

• Is not the same product originally dispatched.
• Has a different barcode.
• Has a Batch number inconsistent with the order records.
• Has substituted packaging.
• Contains substituted parts or contents.
• Contains different carton contents.
• Shows tampering with identifying labels.
• Has been resealed in a non-original manner.
• Or otherwise shows reasonable indications of substitution or alteration,

the return or exchange request will be rejected.

EVE HUB may retain the relevant documentation and records relating to the case and reserves the right to take any necessary steps to protect its legal rights where there is evidence of attempted fraud, intentional substitution, or deliberate tampering.

19. If a Return Is Rejected After Inspection

If EVE HUB receives the product for inspection and later determines that it does not satisfy the return conditions, the customer will be notified of the reason for rejection.

Examples may include:

• The product has been opened.
• Seal has been broken.
• Shrink wrap has been removed.
• The product has been used.
• The returned product is different.
• Packaging is incomplete.
• Accessories are missing.
• There are signs of tampering.
• Product identification information does not match.
• The product was damaged after delivery due to customer handling.

In such cases, no refund will be issued.

If the customer wishes to have the rejected product shipped back to them, the customer shall bear the cost of shipping it back.

20. Missing Components in a Returned Product

Products must be returned complete.

If the original product included any of the following:

• Tool.
• Brush.
• Spatula.
• Applicator.
• Cable.
• Charger.
• Additional component.
• Manual.
• Case.
• Cap.
• Accessory.
• Sample supplied as part of the product.

all components must be returned.

Missing components may result in rejection of the return if the product is no longer in the same complete condition in which it was received.

21. Bundles and Promotional Sets

Bundles and promotional sets are sold under special pricing and conditions based on the purchase of a specific group of products together.

Accordingly, a bundle or promotional set sold as one promotional unit may not be partially returned as a standard change-of-mind return.

For an eligible full return, all components of the bundle must be returned in the required original condition.

A promotional bundle may not be used to obtain products at a reduced bundled price and then selectively return part of the offer in order to retain a promotional advantage that was not intended to apply separately.

Where mandatory law requires different treatment because of a genuine defect affecting one component of an offer, the case will be handled in a manner that preserves the customer’s legal rights without creating an additional or duplicated promotional benefit.

22. Buy One Get One / Buy X Get Y Offers

Where a free or discounted product is conditional upon purchasing another product, entitlement to the offer depends on maintaining the full conditions of the promotion.

If the transaction is returned in full, the customer must return:

• Paid products.
• Free products.
• Gifts.
• Any other promotional components.

No separate cash refund is issued for an item supplied free of charge.

23. Free Gifts

A complimentary gift supplied because the customer exceeded a specified order value or purchased a qualifying product forms part of the promotional offer.

If a return causes the customer to no longer qualify for the gift, the gift must also be returned in its original condition where the return requires cancellation of the promotional offer as a whole.

Complimentary gifts cannot be converted into cash.

24. Promo Codes and Discounts

Where an eligible returned item was purchased using a Promo Code or discount, the refund will be calculated according to the actual amount attributable to the product after the discount was applied, not the original pre-discount price.

No amount deducted using a Promo Code will be converted into cash for the customer.

25. Vouchers and Promotional Benefits

Where a promotional voucher or benefit issued through a partner or marketing campaign has been used, any promotional value that was not actually paid by the customer in cash will not be converted into a cash refund.

The amount actually paid by the customer will be refunded in accordance with the applicable payment method and offer conditions.

Purchased monetary gift cards or vouchers issued by third parties may be subject to separate terms issued by the relevant provider and applicable legal rules.

26. No Refund Above the Amount Actually Paid

Under no circumstances will a standard return result in a refund exceeding the amount actually attributable to the product after accounting for:

• Discounts.
• Promo codes.
• Promotional offers.
• Promotional vouchers.
• Benefits applied to the order.

Returns may not be used as a method of converting promotional benefits, discounts, or free products into cash.

27. Exchanges

Exchange requests are subject to the same inspection and condition requirements that apply to returns.

Initial approval of an exchange request does not necessarily mean that a replacement item will be dispatched before the returned product has been inspected, unless EVE HUB decides otherwise based on the circumstances.

Once an exchange is approved, the replacement product will be arranged subject to stock availability.

If the exchange is due to customer error or change of mind and the product is otherwise eligible for exchange, the customer bears the applicable shipping fees.

If the exchange results from an EVE HUB error or a defect for which EVE HUB is responsible, the customer will not bear additional shipping costs caused by correcting that issue.

28. Initial Review Period

After the customer contacts Customer Support and provides the requested information, the return request will undergo an initial review.

Additional information may be requested before a courier is sent to collect the item, particularly where photographs do not clearly show:

• Seal condition.
• Barcode.
• Batch.
• Carton condition.
• Nature of the complaint.

The purpose of this initial review is to avoid collecting products that clearly fail to satisfy the basic return conditions.

29. Inspection After the Product Reaches EVE HUB

Once a returned product reaches EVE HUB, its receipt is recorded and the inspection process begins.

We aim to resolve straightforward cases as quickly as reasonably possible.

Cases requiring deeper review may involve consulting order preparation records, suppliers, product information, or conducting a more detailed technical review.

In all cases, return decisions and refunds will be handled within the time limits required by applicable law for the relevant situation.

30. Refunds

A refund is not issued merely because the courier has collected the product or because the returned item has arrived at EVE HUB.

The following steps must first take place:

1. The returned product reaches EVE HUB.
2. The return is registered.
3. The product is inspected.
4. Product identity is verified.
5. Return conditions are reviewed.
6. The return is approved.

Once the return is approved, the applicable refund will be initiated within the period required by law.

Where reasonably possible, refunds are issued to the original payment method, or through another method agreed with the customer where appropriate.

31. Time for Refund to Appear

After EVE HUB issues or initiates a refund, banks, card issuers, electronic wallets, and payment service providers may require additional processing time before the amount becomes visible in the customer’s account.

This external processing period is controlled by the relevant financial institution and does not mean that EVE HUB continues to hold the funds after issuing the refund.

32. Cash on Delivery Refunds

Where an approved refund relates to an order originally paid through Cash on Delivery, EVE HUB will agree with the customer on an appropriate method for transferring the refund using the payment methods available to EVE HUB at the time.

The customer is responsible for providing accurate payment and transfer information.

33. Incorrect Refund Details Provided by the Customer

If the customer provides an incorrect bank account, wallet number, or other transfer information, they must notify EVE HUB immediately.

EVE HUB is not responsible for delays or failure of a refund caused by incorrect payment details supplied by the customer.

Any attempt to recover or reprocess the payment will depend on whether recovery is possible through the relevant financial provider.

34. Electronic Devices and Beauty Devices

Electronic and beauty devices are not treated in exactly the same way as cosmetics when assessing defects.

Such products may require:

• Technical inspection.
• Serial Number verification.
• Accessory verification.
• Operational testing.
• Assessment of misuse.
• Referral to warranty terms or the supplier.

All original accessories, packaging, and components must be returned with the device.

A customer’s assertion that a device is defective does not automatically establish a manufacturing defect. A technical assessment may be required before the appropriate remedy can be determined.

Any mandatory warranty or legal rights remain unaffected.

35. Accessories and Sunglasses

Eligible accessories and sunglasses may be considered for return under the general return conditions if they are:

• Unused.
• In their original condition.
• Accompanied by all original Tags.
• Accompanied by all protective stickers and coverings.
• Returned with their original case and accessories.
• Free from scratches.
• Free from signs of wear or use.

Products of a personal or hygiene-sensitive nature whose packaging has been opened or whose use makes safe resale impossible are subject to stricter rules based on their nature.

36. Makeup Tools and Personal-Use Items

Certain tools such as sponges, brushes, applicators, or items that come into direct contact with the skin may become unsuitable for resale once their packaging has been opened or the item has been used.

Accordingly, used items or products whose protective packaging has been opened will not be accepted for standard return where they can no longer safely be restored to their original condition.

37. Minor Transit Damage to Outer Packaging

Minor marks or cosmetic damage to the shipping carton or external packaging do not necessarily constitute a defect in the product where:

• The product itself remains intact.
• Security seals remain intact.
• Internal packaging is undamaged.
• Product safety and functionality are unaffected.

Each case will be evaluated according to the extent of the damage and the nature of the product.

38. Do Not Discard Packaging During a Claim

If there is any issue with an order, the customer must not discard:

• Shipping Bag.
• Shipping carton.
• Product Box.
• Seal.
• Shrink Wrap.
• Barcode.
• Batch labels.
• Accessories.
• Shipping waybill or courier sticker.

until the review has been completed.

Discarding evidence reasonably required to verify a delivery, packaging, or product condition issue may make it more difficult to substantiate the claim.

39. EVE HUB Documentation

For operational, quality control, fraud prevention, and dispute resolution purposes, EVE HUB may retain:

• Order preparation photographs.
• Order information.
• Product and quantity details.
• Barcode information.
• Batch information where documented.
• Shipping waybill details.
• Customer communications relating to the case.
• Photos and videos supplied by the customer.
• Return inspection findings.

Such information may be used to assess cases and protect the legitimate rights of both parties in accordance with applicable rules.

40. Claims That Conflict With Order Records

Where a customer’s claim materially conflicts with:

• Order preparation photographs.
• System records.
• Shipping data.
• Barcode or Batch information.
• The condition of the returned product.
• Or any other objective documentation,

EVE HUB reserves the right to carry out further review and withhold approval of a refund until verification has been completed.

41. Abuse of the Returns Policy

This Policy exists to protect genuine customers and resolve legitimate issues. It is not intended to be used to obtain products, discounts, offers, replacements, or refunds in a manner inconsistent with the purpose of the policy.

Where EVE HUB identifies a documented pattern involving:

• False or unsupported return claims.
• Product substitution.
• Attempts to return different products.
• Repeated claims that conflict with available evidence.
• Packaging tampering.
• Abuse of promotional offers.
• Abuse of Cash on Delivery or return services,

EVE HUB reserves the right to take protective measures permitted by law.

Such measures may include:

• Restricting Cash on Delivery.
• Requiring advance payment.
• Applying enhanced verification procedures.
• Declining future orders where legitimate grounds exist.
• Retaining documentation relating to previous cases.
• Taking appropriate legal action where there is evidence of deliberate fraud, substitution, or tampering.

42. Chargebacks and Payment Disputes

If a payment dispute or Chargeback is initiated, EVE HUB reserves the right to provide the relevant bank or payment service provider with:

• Order records.
• Delivery evidence.
• Order confirmation communications.
• Order preparation photographs.
• Return records.
• Inspection findings.
• Any other documentation relevant to the transaction.

The same amount cannot legitimately be recovered twice through both a Refund and a Chargeback.

43. Receiving a Returned Product Is Not an Admission of the Claim

EVE HUB arranging collection of a product or accepting its arrival for inspection does not constitute:

• An admission that the product is defective.
• An admission that the product is not genuine.
• Final acceptance of the return.
• Prior approval of a refund.

The product is received for inspection and assessment, and a final decision is issued only after the review is completed.

44. Cases Where EVE HUB Accepts Responsibility

None of the procedures above are intended to make the customer bear responsibility for an error they did not cause.

If our review confirms that the issue resulted from:

• An order preparation error.
• An incorrect product being sent.
• A missing item attributable to EVE HUB.
• A genuine defect for which EVE HUB is responsible.
• A shipping-related issue for which EVE HUB is responsible under the circumstances,

we will handle the matter fairly and correct the issue without charging the customer costs resulting from an error they did not cause.

45. Cases We May Reject

Subject always to mandatory legal rights, a return request may be rejected where it is established that:

• The product is no longer in its original condition.
• A Seal or Shrink Wrap was opened in a standard return request.
• The product has been used.
• Packaging was damaged by the customer.
• Product components are missing.
• The returned product is different.
• Barcode or Batch information is inconsistent with the original order in a way that reasonably suggests substitution.
• There are signs of tampering or resealing.
• The reason is merely personal dissatisfaction after use.
• There is evidence of improper storage or misuse.
• The request does not comply with the conditions of the relevant Bundle or promotional offer.
• There are documented indications of abuse of the return process.

46. Disputes

If a genuine dispute arises regarding a defect, product conformity, or the condition of a returned product, EVE HUB will cooperate with the customer to reach an outcome based on the available information, documentation, inspection findings, and applicable rules.

Any mandatory consumer rights granted by law remain fully respected.

47. Our Approach

Our procedures are intentionally thorough because many of the products we sell are used directly on the skin, hair, face, and body and may be sensitive from a hygiene, safety, or personal-use perspective.

To protect our customers, we cannot responsibly resell a product as new where we have reasonable grounds to doubt whether it has been opened, used, altered, contaminated, or tampered with.

At the same time, EVE HUB does not use these procedures to avoid responsibility for genuine mistakes.

Customers with a legitimate claim will find us committed to resolving it fairly. Our detailed procedures exist to ensure that every case is assessed carefully, consistently, and on the basis of clear evidence.