Important Notes:
Customer Support Email: For any inquiries or assistance related to returns, refunds, or disputes, please contact our dedicated Customer Service team at connect@everu.shop. We are here to address your concerns and ensure a positive shopping experience.
Eligibility for Disputes: To be eligible to raise a dispute, customers must adhere to the following criteria:
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Submission Period:
- Requests for returns, refunds, or disputes must be submitted within 7 days from the delivery date for general cases.
- For non-delivery issues (never arrived), submit a request within 30 days of the expected delivery date.
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Proof of Eligibility:
- Ensure that all required information is provided when initiating a return, refund, or dispute.
- Eligibility for dispute resolution is contingent on adhering to the specified timelines and providing accurate details.
Time Frame for Disputes: Customers should be aware of the following time frames for initiating disputes:
- General Disputes: Requests for returns or refunds must be submitted within 7 days from the delivery date.
- Non-Delivery Disputes: Submit a dispute for undelivered products within 30 days.
Proof of Dispute: When submitting a dispute, customers are required to provide the following:
- Contact Information: Clearly state your contact details, including your name, email address, and any relevant order information.
- Detailed Description: Provide a detailed description of the issue, specifying whether it's related to product damage, incorrect items received, unsatisfactory product features, or non-delivery.
- Supporting Documentation: Include any relevant photos or videos that substantiate your claim, especially for issues such as damaged or defective products.
- Order Information: Include the order number, product name, and quantity in question.
Customers are encouraged to thoroughly review and understand EverU's Return and Refund Policy, as adherence to the outlined guidelines is crucial for dispute resolution. We appreciate your cooperation and aim to resolve any concerns promptly and fairly.
Note: EverU reserves the right to update or change the dispute resolution process. Customers are responsible for checking for updates on our website.
- All
- Cancellation FAQ
- Return FAQ
- Refund FAQ
- Refund/Reship Requests Instructions FAQ
- Shipping Instructions for Returns FAQ
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Cancellation FAQ
You may cancel your orders at any time until the order status is marked as "unfulfilled."
Once an order's status is updated to "fulfilled" or "processing," cancellation requests cannot be accommodated.
To initiate a cancellation, visit the EverU Orders Tab. If the status is "unfulfilled," you can proceed to cancel the order. If it's "fulfilled" or "processing," cancellation is no longer possible.
Upon successful cancellation within the specified window, we will initiate the refund process for your order. Refunds will be processed according to our standard refund policy, and the funds will be returned to your EverU Wallet.
Return FAQ
Requests for returns must be submitted within 7 days from the delivery date.
Contact our customer support at [connect@everu.shop] and provide all required information.
Approved refunds will be credited to your EverU account for future orders.
Dead on Arrival, Damaged, Defective Products; Incorrect Product Received; and Non-Delivery are covered scenarios.
For orders exceeding standard shipping limits, the maximum refundable amount is $60 per order.
Refund FAQ
Refunds cover the product's price and shipping costs. If a return is necessary, all product accessories must be included.
EverU will arrange for a replacement, offer a refund, or provide a new piece, covering the product's price and shipping costs.
Our policy applies to errors or malfunctions; refunds or returns based on personal preferences will not be accepted.
Submit a request within 30 days. If approved, EverU will arrange for a replacement, covering only the product's price and shipping costs.
Refund/Reship Requests Instructions FAQ
Provide the following details:
- Provide EverU order number
- SKU
- Delivery Date
- Problem description
- Screenshot of customer’s complaint mail or dispute received
- Clear video or photo showing the problem
- Picture of the shipping label with visible tracking number
Provide the following details:
- Submit EverU order number
- SKU
- Delivery Date
- Problem description
- Screenshot of customer’s complaint mail or dispute received
- Clear video or photo showing the problem
- Picture of the shipping label with visible tracking number
Provide the following details:
- Provide EverU order number
- Tracking number
- Shipping method
- Last update of tracking
- Screenshot of customer’s complaint mail or dispute received
Your request will be processed if you provide all required information:
- Within 7 days from the delivery of the package
- Within 30 days with no tracking update from the forwarder
- Within 60 days from the shipment date by EverU
The response time starts from the moment EverU receives the last requested data.
Shipping Instructions for Returns FAQ
If EverU determines that a product needs to be returned, contact our customer support at connect@everu.shop. Once received, a ticket ID number will be issued.
- The return parcel must include all the accessories or materials provided in the original package.
- The customer must leave a note inside the return package with the following details:
- EverU return ticket number
- Return product name and quantity
- A short description of the problem occurred with the product
To ensure a smooth return process and avoid high import duties or taxes on the return package, we recommend using Post EMS or registered post mail. Refrain from using express couriers like DHL, FedEx, UPS, TNT, or similar ones. If any import duties, taxes, or related charges are incurred during the return process, the customer will be liable for them. If the customer refuses to pay the costs incurred during the return process, EverU will not take any responsibility or action for the returned product or parcel.
Any return package that arrives without prior approval from EverU or without EverU’s return ticket ID number will be rejected.