Refund Policy
Return and Refund Policy
Please read our return policy carefully:
No exceptions will be made, as you accepted the terms and conditions at the time of purchase.
By placing your order, you confirm that you accept our Terms and Conditions, including the return and refund policy, which forms an integral part of the purchase agreement.
Return procedure
You have 30 days from the date of receipt of the product to return it. If this period is exceeded, we unfortunately cannot offer you a refund or exchange. The returned product must be in the same condition as when you received it — unused, with the original labels attached and in its original packaging.
For products with hygiene considerations, the product must be thoroughly cleaned before the return procedure begins.
The customer is required to inspect the product immediately upon delivery and report any defects or inaccuracies as soon as possible, preferably within a reasonable time after receipt.
For hygiene reasons, certain products — such as underwear, tights, or specific personal hygiene items — cannot be returned. In the event of a complaint, products can only be returned in accordance with the applicable rules.
To initiate the return process, please email support@everlyandfamily.com and include your order number, the reason for the return, photos of the product (in case of damage), and your contact details.
We recommend that you retain proof of return shipment, such as a tracking number. If the customer selects their own carrier, we are not responsible for lost shipments.
Refund procedure
After receiving and inspecting the returned products, we will send you an email confirming whether the refund has been approved or declined.
If approved, the refund will be processed via the original payment method within 14 calendar days of receiving the returned products or notification of the return.
Refunds may be suspended or refused if products are not returned in the required condition, show signs of use, or are damaged.
If you have not received your refund after 30 days, please check your bank account first. If the amount still does not appear, contact us at support@everlyandfamily.com.
Costs
The customer is responsible for the cost of returning products. You may choose your own carrier. We strongly recommend using a tracked service to ensure proof of delivery.
All risks and costs associated with return transport — including loss, damage, customs duties, and other taxes — are the responsibility of the customer.
Returns are sent to our international logistics facility, and return shipping costs are typically AUD $45 or more, depending on location and carrier. Returns that are not accompanied by the correct documentation or where required costs have not been paid may be refused.
Exceptions
In the event of a valid complaint, products must be returned to the address provided by our customer service team.
If you receive a defective or incorrect product, we will send a replacement at no additional cost. If the error occurs again, a full refund will be issued.
Orders cannot be cancelled once they have been shipped, due to our automated fulfilment system.
Non-returnable products
Products that are likely to deteriorate quickly — such as food, flowers, or plants — cannot be returned.
Custom-made or personalised items, personal care products (including cosmetics), hazardous materials, flammable liquids or gases are also non-returnable.
Back orders and gift cards cannot be returned.
If you are unsure whether a product is eligible for return, please contact us before placing your order.
Damaged or incorrect products
Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue.
Damaged or incorrect products will be replaced free of charge.
Unreceived orders
If your order has been delayed due to unforeseeable circumstances, such as customs inspection, a refund may be requested once more than 60 days have passed.
If fewer than 60 days have passed, we are unable to process a refund.
Order changes and cancellations
If you need to change the size or colour of your order, we will make every reasonable effort to contact the carrier. However, we cannot guarantee that changes can be made once an order has been dispatched.
After completing a purchase, customers may be offered additional items through a post-purchase add-on. These items are charged immediately using the original payment method. If you believe an add-on item was added unintentionally, you may contact our customer support within 1 hour of placing your order. If we receive your request within this timeframe and the order has not yet been processed or fulfilled, we will cancel the add-on item and issue a full refund for that item. Once an order has been processed or shipped, cancellations are no longer possible. In this case, the add-on item follows our standard return and refund policy and can be returned after delivery in accordance with the conditions outlined above.
Disputes
If a dispute is initiated via a credit card provider or PayPal without first contacting our customer service team, this may complicate the return or refund process.
We strongly encourage customers to contact us first so we can work together towards a fair resolution.
Customer service and other provisions
After returned products have been received and inspected, we will notify you of the outcome. Approved refunds will be issued via the original payment method within 14 calendar days.
If you have not received your refund within 15 business days after approval, please contact us at support@everlyandfamily.com.
Risk of loss or damage passes to the customer upon receipt of the shipment.
We are not responsible for delays caused by third parties, including postal services, customs authorities, or transport providers.
Before lodging any formal claim, customers must contact our customer service team by email. We usually respond within 3 business days and kindly ask for patience while we work to resolve matters internally.
