Refund policy

RETURNS

In accordance with European consumer law, you have the right to request a return within 14 days of receiving your order.

To be eligible for a return, the item must be unused and unburned, in the same condition as received, in its original packaging, and accompanied by proof of purchase.

Candles that have been burned or used cannot be returned.

How to request a return

Log in to your account and select the relevant order, or visit your order status page using the link in your order confirmation email. Select "Request return" and follow the instructions.

You may also contact contact@evamementos.com.

All returns must be approved before being sent. Items returned without prior authorization will not be accepted.

Return shipping

Return shipping costs are the responsibility of the customer.  Once your return is approved, you will receive instructions with the return address and shipping details. Please use a tracked shipping method.

If the item is defective or incorrect, return shipping is covered by EVA MEMENTOS.

Damages and issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at contact@evamementos.com with photos so we can assess and resolve the issue.

Non-returnable items

Used or burned candles, gift cards, and final sale items cannot be returned. Due to hygiene and safety considerations, any product that has been used is not eligible for return.

European Union — right of withdrawal

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason. To exercise this right, submit a return request through your account or notify us within 14 days of delivery. Returned products must be unused and in original condition and packaging.

REFUNDS

Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be issued to the original payment method. Processing may take up to 10 business days. Banks and card issuers may require additional time.

Original shipping charges and return shipping fees are non-refundable. If more than 15 business days have passed since approval, contact contact@evamementos.com.