Refund policy
Last Updated: 12-11-2025
| SUBJECT | DETAIL |
| Contact Information | info@evicross.com (Primary contact for cancellations, returns, and support) |
| Operating Entity | HH ECOM LTD (Operates Evi Cross; ships exclusively within the United States) |
| Return Window | 30 days of receiving your order (Damaged items must be reported within 7 days of delivery) |
| Return Address | 3450 NW 115th Ave, Miami, FL 33178, United States (Returns handled by mail only) |
| Return Shipping Costs | Customer’s responsibility for change-of-mind; Free (prepaid label) for damaged, defective, or incorrect items |
| Restocking Fees | None (No fees charged for standard returns) |
| Refund Processing | Within 5 business days to the original payment method after the return is received and inspected |
Damaged, Wrong, or Defective Items: If your product arrives damaged, please contact us at info@evicross.com within 7 days of delivery. As shown in the table above, we will provide a prepaid return shipping label and a full refund or replacement at no additional cost to you. All returns must be sent to our Return Center in Miami after authorization.
Evi Cross is committed to providing clear, transparent, and fair return and refund practices in accordance with applicable U.S. federal consumer protection laws. This policy explains how cancellations, returns, exchanges, and refunds are handled for customers located within the United States.
Evi Cross is operated by HH ECOM LTD and ships exclusively within the United States. We do not accept international orders or returns.
Return Address (U.S. Returns Center)
All returns are processed through our U.S. returns center (logistic partner):
3450 NW 115th Ave, Miami, FL 33178, United States
We recommend contacting us before returning any item at info@evicross.com. This helps avoid delays and ensures your return is processed correctly.
1. Cancellation (Before Shipment)
You may request an order cancellation at any time before your order has been processed for shipment.
- Email info@evicross.com with your order number to request cancellation.
- If the order has not shipped, we will cancel it and issue a full refund.
- If the order has already shipped, cancellation is no longer possible. However, you may still return the item under our 30-day return policy.
2. Return Window
You may return any eligible item within 30 days of receiving your order.
- No reason is required for standard returns.
- Returns requested after 30 days cannot be accepted unless the item is defective or otherwise covered under applicable U.S. consumer protection laws.
There is no statutory 14-day “cooling-off” or withdrawal right for online purchases under U.S. federal law. Our 30-day return period is a contractual customer-friendly policy offered by Evi Cross.
3. Product Condition To qualify for a refund or exchange, returned items must be:
- Unused and in the original packaging.
- Included with all original components and accessories where reasonably possible.
- Accompanied by proof of purchase (order confirmation or receipt).
Damaged or Used Items: Items that are heavily used, damaged, altered, or missing essential parts will be refused and returned to the sender. We do not offer partial refunds for items damaged by the customer.
Restocking Fees: We do not charge restocking fees.
4. How to Start a Return
To ensure your return is processed correctly:
- Email info@evicross.com with your order number and a short description of the reason for return.
- Our team will confirm whether your item is eligible and provide return instructions (and a prepaid label if the item is defective, damaged, or incorrect).
- Pack the item securely, including all components where possible, and attach the label to the outside of the parcel.
- Mail the parcel to our U.S. return address listed above.
- Once we receive and inspect your return, we will process your refund or exchange and notify you by email.
Returns sent directly to manufacturers or suppliers outside the United States (including Asia) will not be accepted. All returns must be mailed to our U.S. return facility.
5. Method of Return
All returns are handled by mail.
We do not offer in-person drop-off or collection at our return or business addresses.
6. Return Costs
Change-of-mind returns (non-defective items)
For standard “change-of-mind” returns, return shipping costs are the customer’s responsibility and are not refunded.
Company-responsible returns
Evi Cross covers all return shipping costs, or provides a prepaid return label, in the following situations:
- the item is defective or becomes faulty within a reasonable period after delivery,
- the item arrives damaged,
- the wrong product, color, or size was delivered due to our error.
In these cases, you are entitled to a full refund or replacement at no additional cost.
7. Exchanges
We accept exchanges for customers within the United States in the following cases:
- you received the wrong size,
- you received the wrong item,
- the item is damaged or defective.
To request an exchange, email info@evicross.com with your order number and details of the issue (photos if applicable).
- For exchanges due to our error or a defect, Evi Cross covers the cost of return shipping and sending the replacement item.
- For exchanges due to a change of mind (for example, choosing a different color or size when the original was correct), the customer is responsible for return shipping; outbound shipping of the replacement remains free.
Replacement items are shipped once the original item has been received and inspected.
8. Non-Returnable Items
We do not accept returns for:
- digital or downloadable products,
- gift cards or store credit,
- personal care or hygiene-sensitive items that cannot be resold once opened (only if such products are part of our catalog).
We list only categories that are relevant to our product range.
9. Refunds
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.
- Approved refunds are issued to your original payment method within 5 business days after inspection.
- Your bank or card provider may require an additional 5–10 business days for the refund to appear on your statement.
Return shipping costs for non-defective returns are not refunded.
If we determine that an item is not eligible for a full refund (for example due to damage or missing components), we will contact you with details before proceeding.
10. Delayed or Missing Refunds
If you have not received your refund after the stated timeframes:
- First check your bank account or card statement.
- Then contact your bank or card provider; it may take some time before a refund is officially posted.
- If you still have not received your refund, contact us at info@evicross.com and we will assist you.
11. Gifts
If the item was marked as a gift at checkout and shipped directly to the recipient, the recipient may receive a refund in the form of a gift credit once the returned item is received and approved.
If the item was not marked as a gift, or the order was shipped to the original purchaser, refunds will be issued to the original payment method.
12. Shipping Recommendations
For returns valued over $100, we recommend using a tracked shipping service or purchasing shipping insurance. Without tracking, we cannot guarantee that we will receive your returned item.
13. Taxes (Final Price)
The price shown at checkout is the final price. We do not currently collect sales tax on orders. If tax regulations change in the future, this policy will be updated immediately.
Company Information
Company Name: Evi Cross
Legal Entity: HH ECOM LTD
Company number: 16133586
Return center
3450 NW 115th Ave, Miami, FL 33178, United States
(This is the address to which returned products should be sent.)
Registered business address:
Local Blackfriars 1204 Block A, Bury Street, Salford, Manchester, M3 7FL
Please note: Evi Cross is an online-only store with no physical visitor location. Returns can only be sent to the return address listed above.
Contact Information
Preferred contact method: email or contact form. We aim to respond within 24 hours.
Email: info@evicross.com
Phone: +1 (239) 507-9043 (Customer Service Line, Eastern Time)
Customer Service Hours (Eastern Time, ET):
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM
Contact Information
Preferred contact method: email or contact form. We aim to respond within 24 hours.
Email: info@evicross.com
Phone: +1 (239) 507-9043 (Customer Service Line, Eastern Time)
Customer Service Hours (Eastern Time, ET):
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM