Política de reembolso
✅ RETURN & REFUND POLICY
Everhold
📦 Returns — 30 Days
We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.
To be eligible for a return, the item must meet all of the following conditions:
- The item must be in the same condition as received
- Unused, unaltered, and free of signs of wear
- Impression clay must be unused and unmodified
- Includes all original components, accessories, and packaging materials
- Returned in its original packaging
- In like-new condition
- Accompanied by valid proof of purchase
Everhold reserves the right to reject any return that does not meet these requirements.
📩 How to Start a Return
To request a return, please contact us at:
Once your request is reviewed and approved, we will provide:
- Return instructions
- The appropriate return address
- Any additional steps required to process your return
⚠️ Returns sent without prior authorization will not be accepted.
🚚 Return Shipping
Customers are responsible for ensuring that returned products arrive safely.
Unless the item is confirmed to be defective, damaged, or incorrect, return shipping costs are the responsibility of the customer.
Return shipping costs are non-refundable.
Everhold is not responsible for items lost, damaged, or delayed during return shipping. We strongly recommend using a tracked shipping service and keeping proof of shipment.
🤍 Product Characteristics Disclaimer
Everhold keepsake products are designed to preserve meaningful family memories and may include small variations resulting from manufacturing, materials, handling, and the imprint-making process.
These may include:
- Slight variations in frame finish or texture
- Minor differences in color or surface appearance
- Small manufacturing marks
- Natural variations in the impression clay
- Slight changes in clay appearance as it dries
- Variations in imprint depth or detail depending on how the hand or foot is pressed
The final appearance of each handprint or footprint will naturally vary because every imprint is created individually at home.
Minor cosmetic variations that do not substantially affect the intended use or appearance of the product are not considered manufacturing defects.
🔍 Damages, Defects, Missing Parts, or Incorrect Items
Please inspect your order immediately upon delivery.
If your product:
- Arrives damaged
- Is defective
- Is incorrect
- Is missing a component
- Arrives with unusable or damaged impression clay
Please contact us within 48 hours of delivery and provide clear photo or video evidence of the issue.
Once reported within this timeframe, your order will enter our post-sale service review process.
Depending on the circumstances, Everhold may offer:
- Replacement component
- Replacement accessory
- Partial replacement
- Full product replacement
- Another appropriate resolution based on the specific case
The appropriate solution will be determined by Everhold after reviewing the evidence provided.
⚠️ Requests submitted after 48 hours of delivery may not qualify for free replacement or service. Additional replacement or shipping costs may apply.
❌ Non-Returnable Items
We do not accept returns for:
- Gift cards
- Customized or made-to-order products
- Frames with completed handprints or footprints
- Impression clay that has already been opened, shaped, pressed, dried, or otherwise used
- Items showing signs of use, alteration, damage, or modification
- Incomplete products or products missing original components or packaging
- Items returned without prior authorization
- Items damaged during return shipping due to insufficient packaging
Discounted or promotional products may still be returned if they meet all eligibility requirements stated in this policy and where required by applicable consumer protection laws.
🔁 Exchanges
We do not offer direct exchanges.
The fastest way to receive another product is to:
- Request a return, if eligible
- Wait for your return request to be approved
- Return the original product following our instructions
- Place a new order separately
🇪🇺 European Union 14-Day Right of Withdrawal
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days after delivery, without providing a reason, subject to applicable consumer protection laws.
To exercise this right, your request must be submitted within 14 days after receiving your order.
Returned products must:
- Be unused
- Have unused impression clay
- Include all original components and packaging
- Be returned in their original packaging
- Include valid proof of purchase
Products that have been personalized, permanently altered, or used to create a handprint or footprint may not qualify for withdrawal where an applicable legal exception applies.
Customers are responsible for return shipping costs unless the item is confirmed to be defective, damaged, or incorrect.
This section does not limit any mandatory consumer rights available under applicable law.
🚫 Order Cancellation & Shipment Processing
Orders may only be canceled if they have not yet entered the fulfillment process.
Once an order has been:
- Processed
- Packed
- Assigned for shipment
- Transferred to a logistics facility
- Included in an outbound shipping batch
it may no longer be possible to cancel the order.
If your order is already in transit, cancellation cannot be processed.
In this situation, you may submit a return request after delivery, provided the product meets the eligibility requirements described in this policy.
This procedure is necessary because international shipments may be consolidated with multiple parcels and cannot always be individually removed once they enter the logistics network.
💳 Refunds
Once we receive and inspect your returned product, we will notify you whether your refund has been approved or rejected.
If approved:
- Refunds will be issued to the original payment method
- Please allow up to 10 business days for processing
- Your bank or payment provider may require additional time for the refund to appear
Original shipping charges, return shipping fees, customs duties, taxes, and handling fees are non-refundable unless the return results from a confirmed error by Everhold or where otherwise required by law.
If more than 15 business days have passed since your refund was approved, please contact:
⚖️ Limitation of Liability
Everhold reserves the right to:
- Reject returns that do not comply with this policy
- Determine the condition of returned products after inspection
- Deny refunds in cases of misuse, alteration, missing components, or policy violations
- Request additional photographs, videos, or information before approving replacements or refunds
Everhold is not responsible for variations in the final handprint or footprint resulting from the imprint-making technique, pressure applied, movement of the baby, or other factors occurring during customer use.
Nothing in this policy limits any mandatory rights that may apply under applicable consumer protection laws.
📦 Additional Shipping & Dispute Policy
🚚 Shipping Time Disclaimer
All delivery timeframes shown on our website are estimated delivery windows and not guaranteed delivery dates.
Shipping times may vary because of circumstances outside Everhold’s control, including:
- International carrier processing
- Customs inspections
- Transportation delays
- Weather conditions
- Seasonal shipping volume
- Logistics routing adjustments
- Local delivery conditions
By placing an order, customers acknowledge that unexpected shipping delays may occur and do not automatically qualify as grounds for cancellation or refund while the shipment remains in transit.
Everhold will continue assisting customers and monitoring shipments throughout the delivery process.
⚠️ Chargebacks & Payment Disputes
We strongly encourage customers to contact our support team before opening a payment dispute.
Opening a chargeback or payment dispute while an order is still in transit may delay the resolution process and may limit our ability to provide immediate assistance while the payment provider reviews the case.
If a chargeback or payment dispute is opened, Everhold may provide the payment provider with relevant documentation, including:
- Order confirmation
- Customer communication records
- Shipping confirmation
- Tracking information
- Delivery updates
- Product documentation
- Applicable store policies
Fraudulent or abusive disputes may result in denial of future purchases where permitted by law.
Our support team is available to help resolve order-related concerns through our official contact channel: