Refund Policy

Returns

In-stock items, other than Christmas items, may be returned within 30 days of the delivery date shown on the carrier's receipt. The item must be unused, in its original packaging and in resalable condition.

Authorisation first

Email support@eververda.com with your order number to request a return authorisation. We will reply with the return address. Do not ship anything back before receiving an authorisation. We cannot process a parcel that arrives without one, and it may be refused.

Made-to-order and quote-based orders

Custom and made-to-order pieces are produced to your specification and are final sale. This includes large trees made to order, quote-based project orders, and any piece made to a size, colour or design you chose. Made-to-order pieces cannot be returned, and once production has started they cannot be cancelled. Before your piece ships, we send you photos and a video of it so you can confirm it matches your order.

The following are also final sale and cannot be returned:

• Items that have been modified, cut, trimmed or installed
• Green wall and hedge panels that have been cut or fixed to a surface

Christmas items

Christmas trees, wreaths, garland and lighted trees from our Christmas collection are final sale. We do not accept change-of-mind returns or exchanges on Christmas items, and no refund is given for a change of mind. If a Christmas item arrives damaged, is defective or is not what you ordered, it is covered as set out under "Damaged, defective or incorrect items" below.

Cancellations

In-stock orders may be cancelled for a full refund at any time before they are dispatched.

Made-to-order pieces may be cancelled before production begins, less a 5% cancellation fee on the amount paid, which covers payment processing and currency costs we cannot recover. Once production has started, the order cannot be cancelled.

If the balance on a made-to-order piece is not paid within 14 days of our request, we may cancel the order and keep the deposit to cover production costs.

Delivery dates are estimates. If your delivery is going to be later than estimated, we will let you know and give you a revised date. No cancellation fee applies if we cancel the order for any reason other than an unpaid balance.

Delivery and inspection

Large items are delivered by freight carrier to the nearest point the truck can safely reach at your address. Moving the item further, unpacking, assembly and disposal of packaging are not included unless confirmed in writing. Please count the pieces and inspect the packaging before signing for your delivery, and write any visible damage on the delivery receipt. Keep all packaging until any claim is settled.

Damaged, defective or incorrect items

Report shipping damage with photographs within 48 hours of delivery. Manufacturing defects are covered for 1 year from delivery by the warranty below. We will repair the item with replacement parts, replace it, or refund you in full, at our cost and at our choice. If an item arrived damaged, is defective, or is not what you ordered, we pay return shipping.

What is not a defect

• Natural variation in hand-assembled pieces, including branch placement, leaf density, height and colour within the tolerances of your order.
• Branches arriving folded. Large trees need shaping after unpacking.
• A tree that leans because its base was not weighted or anchored securely.
• Gradual fading of outdoor foliage over time. The rate depends on sun exposure and climate.
• Damage from wind, storms, hail, snow, falling objects, impact, animals, heat sources, reflected sunlight, pool or cleaning chemicals, or pressure washing.
• Damage from incorrect installation, anchoring, moving, modification or cleaning, or from using an indoor item outdoors.

1-year limited warranty

Every piece we sell, in stock or made to order and including Christmas items, is covered against defects in materials and workmanship for 1 year from the delivery date. The warranty is given by Eververda to the original buyer.

What it covers: a trunk, branch joint, stem or seam that cracks, splits or comes apart in normal use; leaves or flowers coming loose in quantity; a base plate, pot, stand or frame that breaks; and, on lit pieces, lights, wiring, controllers and adapters that stop working.

What it does not cover: anything listed under "What is not a defect" above, normal wear, and damage from use other than as described on the product page.

What we do: we send replacement parts, repair the piece, replace it, or refund what you paid for it, at our choice. We pay for the parts and their shipping, and for any return shipping we ask for.

How to claim: email support@eververda.com within the warranty period with your order number, a short description, and photos or a short video of the problem. We reply within 2 business days, and may ask you to send the faulty part back.

This warranty gives you specific legal rights, and you may also have other rights that vary by state or province. It does not limit your rights under the consumer protection laws that apply where you live.

Refused, missed or redirected deliveries

Refusing a delivery does not cancel your order. If a delivery is refused, cannot be completed because no one is available or the access was not as described, or is redirected to a new address after dispatch, the carrier's actual charges for storage, redelivery, rerouting or return are payable by you. We show you these charges before we act. Please contact us before refusing anything.

Change-of-mind returns

Christmas items are final sale and cannot be returned for a change of mind. This section covers changing your mind on an item that arrived exactly as described. Anything damaged, defective or incorrect is covered in full above, at our cost. In-stock orders can be cancelled for a full refund at any point before they are dispatched, and made-to-order pieces follow the cancellation terms above. For other in-stock items we charge no restocking fee. On a change-of-mind return of an in-stock item, your refund is the full item price, plus any tax charged on the returned amount. You are responsible for return shipping and the item must reach us undamaged, and if you use a return label we provide, its cost is deducted from your refund. Duties and original delivery charges are not refundable.

Refunds

Once we receive and inspect a returned item, or approve a cancellation, we issue the refund to your original payment method, in the currency you paid. Refunds typically appear within 5 to 10 business days, depending on your bank or card issuer. We are not responsible for exchange-rate differences or fees charged by your bank or card issuer. Original delivery charges are refunded only where the item was damaged, defective or incorrectly supplied.

Questions or problems

If something is not right with your order, please email support@eververda.com before contacting your bank or card issuer. We reply within 2 business days and will work with you to resolve it.

Your rights

To the extent permitted by law, our liability for any order is limited to the amount you paid for it. Nothing in this policy limits your rights under the consumer protection laws that apply where you live.

Contact

Email support@eververda.com with your order number, or reach us through the contact form.