Refund policy
This policy explains your rights when you buy from Evercarry. Nothing here takes away your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Personalised pendants: no change-of-mind returns
Every Evercarry charm is made to order using the photo you send us. Because of that, the 14-day right to cancel does not apply to personalised items. This is set out in regulation 28(1)(b) of the Consumer Contracts Regulations 2013, and we tell you here, and on every product page, before you buy.
In plain English: once we have started making your charm, we cannot take it back simply because you changed your mind.
What you can always return
If your order arrives faulty, damaged, or not as described, you are entitled to a repair, a replacement or a refund. That right cannot be removed by anything on this page.
- Tell us within 30 days of delivery and you can ask for a full refund.
- After 30 days, we will repair or replace it.
- You never pay the postage to return a faulty item. We cover it.
Our free remake promise
Beyond your legal rights, we add one of our own: if your charm arrives and the photo has not come out the way you hoped, tell us within 30 days and we will remake it once, free of charge. You do not need to send the original back first.
This is a goodwill promise on top of your statutory rights, not a replacement for them.
If we cannot use your photo
Before printing, a person checks the photo you sent. If it is too small, too dark or too blurry to produce a good charm, we will email you before making anything. You can send a different photo, or ask for a full refund with no deduction.
Non-personalised items
Items that are not made with your photo, such as the gift box, can be returned within 14 days of delivery for any reason. They must be unused and in their original packaging. You pay the return postage for change-of-mind returns on these items.
Cancelling before we start
If you change your mind, email us immediately. If we have not yet sent your photo to production, we will cancel and refund you in full. Once production has begun we cannot cancel, because the item is personalised.
How to start a return or a remake
Email us at adamattif123@gmail.com with your order number and, where relevant, a photo of the problem. We will reply within one working day and tell you exactly what happens next. You do not need to return anything until we have asked you to.
Refunds
Approved refunds go back to your original payment method within 14 days of us agreeing the refund, and usually much sooner. Your bank may take a few further days to show it.
Chains
Our charms are sold without a chain. This is stated on every product page before you buy. The charm fits any chain up to 2.7mm thick.
Where we ship
Evercarry currently sells to United Kingdom addresses only.
Complaints
If you are unhappy with how we have handled something, reply to our last email and say so plainly. If we still cannot resolve it, you can seek free advice from the Citizens Advice consumer service.