Refund policy

Returns and Refunds

At EVEBOT we want you to be satisfied with your purchase. This policy explains how returns, exchanges, refunds and warranty claims work. It forms part of our Terms of Service and should be read together with them.

Version that applies. This policy applies in the version in effect on the date you place your order. Where we update this policy, the updated version applies from the date shown as "Last updated" at the top of this page to orders placed on or after that date. An order placed before that date remains governed by the version of this policy that was in effect when the order was placed, in line with Section 26.1 of our Terms of Service. A copy of the version that applied when you placed your order is available from us on request.

There are two routes, and the route that applies to you depends on why the item is coming back:

Route A - Change of mind (unused items): you may return an unused item within 14 days of delivery. You arrange and pay for the return shipment, and a restocking fee of up to 25% of the price of the returned item applies. See Part A.

Route B - Faulty, defective or damaged items: where an item arrives damaged, arrives different from what you ordered, or develops a fault covered by our two-year limited warranty, we handle it under Route B. We pay for the return shipment and no restocking fee applies. See Part B.

Part F explains what happens when a parcel cannot be delivered or comes back to us, and Part H explains your statutory rights if you are a consumer in the European Union, the European Economic Area, the United Kingdom, Australia, New Zealand or the Gulf Cooperation Council countries.

Please contact us before returning anything. No item may be sent back to us until you have received a Return Authorisation (RA) number and the correct return address from our team. We cannot accept or refund items sent to us without one.

PART A - CHANGE-OF-MIND RETURNS (UNUSED ITEMS)

A1. Time limit. You may request a return within 14 days of receiving your order. The 14 days run from the delivery date confirmed by the carrier. To start a return, email us at service@evebot-store.com (or service@evebot.es) with your order number and let us know which item you want to return.

A2. Condition. Items must be unused, in their original condition, and in their original packaging, with all accessories, manuals, tags and documentation, and any promotional items included. Items that have been used, installed, filled with ink, connected to mains power, or that are missing parts are not eligible under Route A. They may still be eligible under Route B if they are faulty.

A3. Who pays. You arrange and pay for the return shipment, and you are responsible for the goods until they reach our warehouse. We recommend a tracked service, and please keep the receipt.

A4. Restocking fee. A restocking fee of up to 25% of the price of the returned item is deducted from your refund. It covers the cost of receiving, inspecting, testing, repacking and restocking the item. We tell you the amount we will deduct before we process the refund. If you are a consumer in the European Economic Area or the United Kingdom and you are exercising your statutory right of withdrawal, this fee does not apply and you will not be charged it; the rules in Part H apply instead. If the item turns out to be faulty, no restocking fee applies and Route B applies instead.

A5. Cancellations after dispatch. If you cancel an order after it has been handed to the carrier but before delivery, the cancellation fee in Section 3.1 of our Terms of Service (25% of the order value) applies. Where the goods have been delivered and are then returned, the restocking fee in A4 applies instead. These two charges are not applied to the same order in addition to one another, and neither applies where you are exercising a statutory right of withdrawal under Part H.

A6. Refund. Once we receive the return, inspect it and confirm it meets A2, we refund the price you paid for the returned item, less any restocking fee. Under Route A, the original outward shipping charges, duties, taxes and other charges are not refunded. Refunds are made to the original payment method. Under Route A we refund within 10 business days of approving the return; if you are a consumer in the EU, the EEA or the UK exercising a statutory right of withdrawal, the timescale in H2 applies instead.

PART B - FAULTY, DEFECTIVE OR DAMAGED ITEMS

B1. Tell us promptly, and do not send anything back yet. Contact us as soon as you notice a problem - and in any event within 14 days of delivery for visible damage. Please keep the product, the packaging and the carrier labels exactly as they are. Do not repack, dispose of, repair or ship anything back until we ask you to: the packaging and the product may need to be examined by the carrier or its agent.

B2. The evidence we need. So that we can diagnose the fault - and, where a shipment has been damaged, so that we can open a claim with the carrier - we will ask you for photographs or a short video of:

(i) the outer carton showing the damage, and the product as it was packed inside it;

(ii) the carrier's shipping label, with the tracking number clearly visible;

(iii) the dimensions of the outer carton (length x width x height);

(iv) the machine plugged in, with the power switch pressed, and the screen as it appears at that moment; and

(v) the serial number on the unit.

If you cannot record a video, photographs of the same items are acceptable. We will only ask for evidence that is reasonably necessary, and asking for it does not by itself decide the outcome of your claim. This evidence does not reduce your rights: it is what the carrier requires in order to investigate a damaged shipment, and it is what we need in order to diagnose a fault. Where goods have been damaged in transit, we are the party who makes the claim against the carrier - you will not be asked to deal with the carrier yourself.

B3. Who pays. Where a fault is verified as covered by our limited warranty, or where an item arrives damaged or not as described, we bear the cost of the return shipment and no restocking fee is charged. Where, after inspection, the item is not faulty or the fault is not covered by the warranty, Route A applies instead - you bear the return shipping cost and the restocking fee - and we will tell you before your refund is processed.

B4. The order in which we help. Where a fault is verified, we will first try to resolve it with you remotely, because that is usually the fastest route - for example by cleaning the print head, checking or replacing a cartridge, or checking the settings. If that does not resolve it, we will, at our option, repair the item, replace it (or the faulty part), or refund the price you paid for it. We will confirm which remedy applies to your case before you send anything back. Where you are a consumer in Australia, New Zealand, the EU, the EEA or the UK and the law of your country gives you a right to choose the remedy, that right applies.

B5. How to send a return to us. Once we have confirmed which route applies, we will email you a Return Authorisation (RA) number and return instructions. Do not ship anything before you receive them. Write the RA number on the outside of the parcel and use the exact address we give you. Items that arrive without an RA number may be refused or returned to you at your cost. Returned items remain your responsibility until they are received at the address we provide.

B6. The return address. We do not publish our return address. It depends on the route your return takes and on which of our facilities is handling returns at the time, and it can change - so an address printed on this page could quickly become out of date, and a parcel sent to it could be refused or lost.

Instead, we will send you the exact address for your case, together with your RA number, as soon as we have confirmed which route applies. If you need it sooner, ask us and we will give it to you within one business day.

Please use only the address we give you for your case. Do not use an address taken from an older email, from this page, or from anywhere else. Do not send returns to our registered office at 1309 Coffeen Avenue, Sheridan, Wyoming: it is a registered office, not a warehouse, and it cannot accept deliveries.

PART C - WHAT COUNTS AS A WARRANTY DEFECT, AND WHAT DOES NOT

C1. Covered. The main body of our printers is covered by a limited warranty for two (2) years from the date of purchase, as set out in Section 2.1 of our Terms of Service. This covers defects in materials and workmanship under normal use.

C2. Not covered. Consumable items (ink cartridges, edible ink and other printing supplies) are expressly excluded from the warranty. The warranty also does not cover: print-head clogging, ink drying or deterioration in print quality caused by ink drying out, by failure to follow the maintenance and cleaning instructions supplied with the product, by storage outside the recommended conditions, or by the use of third-party or refilled cartridges; print results that differ from your own artwork, image file, chosen surface or drink or food preparation; normal wear and tear; cosmetic marks that do not affect operation; and damage caused by accident, misuse, neglect, unauthorised repair or modification, incorrect power supply or use outside the published operating conditions. If an ink cartridge arrives damaged, or does not work when first used, contact us and we will replace it.

C3. Print quality. Print quality depends on the medium (for example milk foam, cream, icing or a solid food surface), the image file supplied, and correct preparation. Results that differ from your expectations are not, by themselves, a defect in the product. If you are not getting the results you expect, contact us first: in most cases the issue can be resolved with print-head cleaning, correct cartridge handling and image preparation, and we will help you work through it. Where a print-quality problem is caused by a defect in the machine, it is covered by the warranty; where it is caused by ink drying out through lack of cleaning, or by the use of ink or cartridges we did not supply, it is not.

C4. Independent evidence. Where we and you disagree about whether an item is faulty, we may ask an independent service provider to inspect the item. If the inspection confirms the fault is covered by the warranty, we bear the cost of the inspection, the return shipment and the remedy. If it confirms the fault is not covered, we bear the cost of the inspection and Route A applies to the return.

PART D - REFUNDS

D1. Inspection. All returns are inspected when they arrive at our warehouse. We complete that inspection within 5 business days of receiving the item.

D2. Timing. Once inspection is complete and the return is approved, we process the refund to your original payment method. Under Route A and Route B it may take up to 10 business days for the amount to appear, depending on your bank or payment provider. If you are a consumer in the EU, the EEA or the UK exercising a statutory right of withdrawal, we refund within 14 days of receiving the returned goods or of your providing evidence that you have sent them back, and we will tell you which applies.

D3. What is refunded. Under Route B we refund the price of the affected item; where the whole order is returned because of a covered fault, or where the goods were not as described, we also refund the original outward shipping charge. Under Route A we refund the price of the item less the restocking fee, and we do not refund the original outward shipping charge.

D4. Currency and bank charges. Refunds are made in the currency in which you paid. We cannot refund bank charges or currency-conversion differences applied by your bank or card issuer.

D5. Partial refunds and declined returns. Where a return is incomplete (for example missing accessories, manuals or promotional items) or the item has been used, we may make a partial refund or decline the return, and we will tell you the reason and the amount. We will not withhold a refund altogether where the law of your country does not permit it.

PART E - ITEMS THAT CANNOT BE RETURNED

E1. For hygiene, food-safety and resale reasons, the following cannot be returned under Route A: opened or used ink cartridges and edible ink, and any product that has been filled with ink. Where an item is marked "non-returnable" in its product description, that marking applies under Route A.

E2. Consumable items are not covered by the warranty (see C2). However, if an ink cartridge arrives damaged, or fails to work when first used, contact us and we will replace it. E1 does not restrict any right you have to a remedy under the mandatory consumer law of your country of residence, including the right of withdrawal referred to in Part H.

PART F - LATE, LOST, DAMAGED, FAILED OR REFUSED DELIVERIES AND IMPORT CHARGES

F1. Dispatch and delivery. We dispatch orders within the processing time stated on the product page and in your order confirmation. Delivery times shown at checkout are estimates only. If we are unable to dispatch your order within the time we stated, we will contact you and you may cancel the affected order for a full refund.

F2. Damaged in transit. If your parcel arrives damaged, please follow Part B. Keep everything as received. We are the shipper of record on these shipments and the party entitled to open a claim with the carrier, so you will not be asked to deal with the carrier yourself. Please cooperate with any investigation, including any inspection the carrier may need to carry out.

F3. Lost in transit. If the goods are lost in transit, we will either send you a replacement or refund you in full, at your option. We will pursue any carrier claim ourselves.

F4. Tracking shows delivered, but you have not received it. Contact us within 14 days and we will work with the carrier to investigate. Please keep the case open with us while the carrier investigates. If the carrier confirms the parcel was delivered in accordance with its procedures, we will give you the full delivery record so that you can decide what to do next, including raising the matter with your card issuer if you wish.

F5. Failed delivery - when we could not deliver because we could not reach you. Carriers normally try more than once. If the carrier cannot complete delivery because nobody is available to accept the parcel, because you cannot be contacted, or because the address or contact details on your order are wrong or incomplete, the carrier tells us and charges us for the extra work. This can include a redelivery or address-correction charge, storage charges, and the cost of returning the parcel. We will contact you as soon as we hear about it, and we will ask what you would like us to do.

If you want redelivery, a change of address, storage or rerouting, the charges the carrier makes for that are yours. If we cannot reach you, or you do not tell us what you want before the carrier's own deadline, we may instruct the carrier to return the parcel to us, or to store, abandon or dispose of it locally where returning it would cost more than the goods are worth. If we do this because you did not respond to our message, we treat the goods as having been delivered to you.

If you then ask us for a refund, we refund the amount you paid less the following, which are your responsibility: the original outbound shipping charges; the return shipping charges, or the cost of storage, abandonment or disposal as calculated by the carrier; any duties, taxes and clearance or disbursement charges we have paid or must pay; and any other charge the carrier raises because delivery could not be completed. We will give you a breakdown if you ask, and we will not deduct anything we cannot show was actually incurred.

This Part does not apply where the goods were not delivered for a reason that is not attributable to you. In that case F3 applies and you receive a replacement or a full refund.

F6. Refused parcels. If you refuse to accept the parcel, or refuse to pay the import charges that you are responsible for under Section 4 of our Terms of Service, and the parcel is returned to us, F5 applies to the costs of that return.

F7. Import duties and taxes. Import duties, taxes and customs charges in the destination country are the responsibility of the buyer where the shipping mode you selected is duties unpaid (see Section 4.2 of our Terms of Service and our Shipping Policy). Where the carrier or a customs authority bills those charges to us instead of to you, we may recover them from you and deduct them from any refund, as described in Section 4.4 of our Terms of Service. We will send you the documents we receive if you ask for them, so that you can dispute the charge with the carrier or the authority if you think it is wrong.

F8. Delivery details and confirmation. Your order confirmation shows the delivery address and contact number we hold. Please check them. If you will be away when the parcel is due, or the details have changed, tell us before dispatch and we will hold the order or change the details.

PART G - EXCHANGES

If you would like to exchange an item, contact us by email and we will confirm whether an exchange is possible and how it will work. Exchanges are handled under the same two routes as returns (Route A or Route B), and the same rules on who pays apply.

G1. Wrong item or incomplete order. If we shipped the wrong item, or an item is missing from your parcel, contact us with your order number and photographs of the parcel and its contents as received. Where we confirm the error, we will send the correct or missing item at our cost and without a further shipping charge, and you will not need to return the original item unless we ask you to. Where a claim is made after some time has passed, we may ask for the evidence in B2 so that we can establish what happened.

G2. Missing accessory or part. If an accessory or part that should have been in the box is missing, tell us and we will send it. Please check the "what is in the box" list on the product page first, because some configurations are alternatives: for example, our full colour printer is sold in configurations that include either the selfie camera or the flight case, and not both together. Which configuration you ordered is shown on your order confirmation.

PART H - YOUR STATUTORY RIGHTS

Nothing in this policy, in our Terms of Service or in our Shipping Policy excludes, restricts or limits any right you have under the mandatory consumer protection laws of your country of residence. Where such a right is inconsistent with a provision of this policy, the right prevails.

H1. European Union, European Economic Area and United Kingdom - right of withdrawal. If you are a consumer resident in the EU, the EEA or the UK, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason and without paying any penalty.

To exercise it, tell us before the 14 days expire - for example by emailing service@evebot-store.com (or service@evebot.es) and stating clearly that you are withdrawing from the contract. Then return the goods to us within 14 days of telling us. We will give you the return address as soon as you tell us you are withdrawing, or within one business day if you ask for it.

The cost of returning the goods is yours, as we inform you before you order. You may handle the goods as you would in a shop to establish their nature and characteristics, but you remain responsible for any diminished value resulting from handling beyond that. No restocking fee is charged when you exercise this right, and the 25% fees in A4 and A5 do not apply.

We will refund the price you paid plus the cost of the cheapest standard delivery option we offered, within 14 days of receiving the goods back or of your providing evidence that you have sent them. If you return only part of an order, we refund the cheapest standard delivery cost attributable to the returned items. We may withhold the refund until we have received the goods back or you have provided that evidence.

H2. European Union, European Economic Area and United Kingdom - faulty goods. In addition to the right of withdrawal, if goods are faulty, not as described or not fit for purpose, you have statutory rights against us as the seller. In the EU and the EEA, goods must conform to the contract, and we are liable for any lack of conformity that appears within two years of delivery; a defect that appears within one year of delivery is presumed to have existed at the time of delivery unless we prove otherwise. In the UK, if goods do not meet the standards required by the Consumer Rights Act 2015, you have a 30-day short-term right to reject them and obtain a refund, and after that a right to repair or replacement, and, if those are not possible or not carried out within a reasonable time, a right to a price reduction or to reject the goods and obtain a refund. Where the law gives you the choice of remedy, you choose; where it does not, B4 applies.

H3. Australia and New Zealand. If you are a consumer in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If you are a consumer in New Zealand, the Consumer Guarantees Act 1993 applies, and where a failure cannot be remedied, or is of a substantial character, you may choose a refund or a replacement. Our change-of-mind returns under Route A are offered in addition to these guarantees and do not replace them.

H4. Gulf Cooperation Council countries. If you are a consumer in Bahrain, Kuwait, Oman, Qatar, Saudi Arabia or the United Arab Emirates, we apply the consumer protection and electronic commerce rules of your country, including the requirement to disclose our return, exchange and warranty conditions before purchase. Where the law of your country gives you a right to a remedy for goods that are defective, not as described or not delivered, or a right to cancel an order that has not been delivered, that right applies in full. Our Route A and Route B processes are designed so that these rights can be exercised through the same channels, by contacting service@evebot-store.com.

H5. United States. If you are a consumer in the United States, this policy is in addition to, and does not replace, any warranty or right you have under applicable federal or state law, including any right you have to cancel an order for goods that are not shipped within the time we stated.

H6. No waiver. Nothing in this policy requires you to give up any right to raise a dispute or chargeback with your card issuer, bank or payment provider. Where you contact us first, we will send you the full written record of your order and our correspondence.

PART I - IF YOU THINK A CHARGE IS WRONG

If you believe you have been charged incorrectly, please contact us first at service@evebot-store.com (or service@evebot.es) with your order number. We will send you the full record of your order, including the order confirmation, the delivery tracking, and any charges we have applied or deducted and why, and we will do our best to resolve it quickly. Nothing in this policy affects any right you may have to raise a dispute with your card issuer or payment provider.

CONTACT US

Address: 1309 Coffeen Avenue, Sheridan, Wyoming 82801, United States

WhatsApp Number: +1 (307) 533-6592

Email: service@evebot-store.com

Alternative email: service@evebot.es

Customer Support Hours

Monday - Saturday: 9:00 AM - 7:00 PM

Sunday: Closed

Time Zone: (GMT-07:00) Mountain Standard Time (Denver)

Response Time: We respond within one business day