Refund policy

Return Policy

All items undergo comprehensive quality control and are checked for faults and damage before being sent to customers.

You may return any original priced item within 7 days of receiving the parcel for a refund. Exception applies to Canada — For orders delivered to Canada, a return request must be submitted within 14 days of receipt.

Returned items must comply with our returns policy:

General Conditions

  • Each order is eligible for a single return.
  • Items must be returned in their original packaging, in unused and unwashed condition, with the identification tag and disposable seal intact.
  • Used items are not eligible for return unless they have a manufacturing defect.
  • Return shipping fees are the customer’s responsibility.
  • Online purchases cannot be returned at physical retail stores.
  • Please reach out to our Customer Service team at to receive return approval and assistance before sending any items back.

Non-Returnable Items

Due to hygiene and customization considerations, the following items are not eligible for return:

  • Hygiene-sensitive products: socks, underwear, masks, and hats. If seals are broken on any sealed products, they cannot be returned.
  • Accessories and collectibles: snow globe, hats, and other specified items

Refund

  • Refunds will be processed within 14 working days after the returned item is received.
  • Refunds will be issued to the original payment method. Please note that any differences resulting from currency fluctuations or exchange rates are not refundable.
  • Shipping fees are non-refundable.

Items returned late or those that do not meet the conditions above will be sent back to the customer's address.

To help keep our return process fair and environmentally responsible, we may review and take appropriate action if we notice any unusual or excessive return patterns.

Return Procedure

To ensure a smooth Return process, please follow the steps below:

  1. Contact our Customer Service team at to request a return authorization.
  2. Clearly write your order number on both inside and outside the parcel. Send the item back to us within 14 days to our New York Center.
    Return Address:
    EVISU New York
    93 Grand St, New York, NY 10013
    212-343-4293
  3. Customers are responsible for return shipping costs and any liability for lost or stolen packages. Please use a secure, trackable, and insured shipping method, retain proof of dispatch, and provide the tracking details so our team can monitor the progress.

Exchange Policy

Due to the limited availability of our products, we cannot hold stock for exchanges.

Faulty Items & Repair Policy

Faulty Goods

  • Goods are classified as faulty if they are not of satisfactory quality, fit for purpose, or not as described.
  • Items damaged due to normal wear and tears, accidents, improper washing, or misuse will not be classified as faulty.

Reporting Faulty Items

  • If you believe your item is faulty upon receipt, please email with photos and receipt of the item. Our Customer Service team will assist you further.
  • Please do not remove the identification tag or disposable seal, and ensure the item is returned in its full packaging when sending back a faulty product.
  • Complaints of faulty items must be raised within 7 days of receiving your items. Exception applies to Canada — For orders delivered to Canada, complaints of faulty items must be raised within 14 days of receiving your items.
  • EVISU reserves the final right of interpretation regarding faulty items.
  • Please reach out to our Customer Service team at to receive approval and assistance before sending any items back.

Not Considered Quality Issues

Please note the following are not recognized as quality issues or product faults:

  • Minor threads, raw edges (common in apparel), and color variations due to monitor differences.
  • Product thickness, hand-feel, running threads, and other subjective details.
  • Style, color, or personal preference concerns.
  • Fabric properties (the inherent nature of certain fabrics, such as tassels or delicate materials that may be easily damaged if washed or handled inappropriately).
  • Damage caused by improper use, washing, alterations, or other human factors.

EVISU reserves the right of final interpretation regarding quality issues.

Repair Services

  • We offer repair services for selected items; however, not all products are eligible. A service fee and delivery fee may apply for repairs.
  • Please consult our Customer Service team to confirm whether your item can be repaired.

For further assistance, please contact our Customer Service team at .

EVISU reserves the final right of interpretation for all terms and conditions.