Last Updated: 25.06.2025

At Evolve, your satisfaction is our priority. We take pride in the quality and care behind every product we make. However, we understand that sometimes things don’t go as expected. If you are not fully satisfied with your purchase, we’re here to help—within certain guidelines to ensure the safety, hygiene, and fairness of our policies.

1. General Eligibility for Returns & Exchanges

To maintain the integrity and safety of our skincare products, we accept returns and exchanges under the following conditions:

• Products must be unused, unopened, and in their original, sealed packaging.
• A return or exchange request must be made within 5 calendar days from the date your order was delivered.
• Items must be in resellable condition, without any signs of tampering, wear, or damage.
• Final sale items, including those purchased during promotions, flash sales, or with discount codes, are non-returnable and non-exchangeable unless defective.
• Gift cards and sample kits are not eligible for returns or exchanges.

2. Refunds

Once we receive your return and inspect the item, we will notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. Please note that the refund amount will exclude any shipping charges incurred during the initial purchase.

3. Exchange

If you would like to exchange your item for a different size, color, or style, please contact our customer support team within 5 days of receiving your order. We will provide you with further instructions on how to proceed with the exchange.

2. Non-Eligible Scenarios

Unfortunately, we are unable to process returns or exchanges for:

• Opened, used, or partially used products.
• Items damaged due to improper use or storage.
• Personal skin sensitivities. (We recommend reviewing our ingredients list carefully or consulting a dermatologist prior to purchase if you have known sensitivities)
• Items purchased through unauthorized resellers or third-party platforms.
• Orders outside of our return window.

3. Damaged, Defective, or Incorrect Items

We sincerely apologize if you received a product that is damaged, defective, or incorrect. Here’s what to do:

• Contact us within 48 hours of delivery at info@mycaremedicalsuppliers.lk with the following:
  • Your order number
  • Clear photos of the item(s), packaging, and shipping label
  • A brief description of the issue
• We will evaluate the situation and, if approved, issue a replacement or store credit at no additional cost to you.

Please note: Claims made after 48 hours may not be eligible for a replacement due to shipping insurance timelines.

4. Return & Exchange Process

If your product is eligible, follow these steps:

1. Email Us: Contact us at info@mycaremedicalsuppliers.lk with your order number, the item(s) you wish to return or exchange, and your reason.
2. Wait for Approval: Our Customer Care Team will respond within 2-3 business days with approval and shipping instructions.
3. Ship the Item: Securely package the item and ship it back to the address we provide. Return shipping costs are the customer’s responsibility, unless the return is due to our error.
4. Inspection & Outcome: Once received and inspected, we will notify you of the approval or rejection. If approved:
   • For returns: A store credit will be issued via email.
   • For exchanges: A replacement product will be shipped out.
   • For defective or incorrect products: A full refund, replacement, or credit will be processed, as applicable.

5. Processing Time

• Returns and exchanges are typically processed within 5-7 business days after we receive the item(s).
• Refunds (if applicable) may take an additional 5-10 business days to reflect in your account, depending on your bank or payment provider.

6. Shipping Costs

• Original shipping charges are non-refundable unless the return is due to our error.
• Customers are responsible for return shipping costs unless the product is damaged, defective, or incorrect.

7. International Orders

• At this time, we do not offer returns or exchanges on international orders unless the item is defective or damaged upon arrival.
• Customs duties and import taxes are non-refundable.

8. Contact Us

If you have any questions or need further clarification, feel free to reach out:

Email: info@mycaremedicalsuppliers.lk
Phone: 070 398 2575 / (33) 221 4694
Customer Support Hours: Monday to Friday, 10:00 AM – 5:00 PM 

Thank you for choosing Evolve.