Returns
We want you to be happy with what arrives. If something isn't right, you have 30 days from the day your order is delivered to start a return — just email us at contact@theeverhearth.com with your order number and we'll walk you through it.
To be accepted, a returned item must be:
- Unused and in the same condition it reached you
- In its original packaging, with all inserts and accessories included
- Sent back within 30 days of delivery
Return shipping is paid by the customer. Original shipping charges are non-refundable. Please use a tracked service and keep the tracking number — we can't issue a refund for a parcel we can't confirm we received. A restocking fee of up to 15% may be deducted from returns that arrive used, incomplete, or without their original packaging.
Please double-check your delivery address and contact details at checkout. We aren't able to refund orders that go missing because the address given to us was wrong or incomplete.
Damaged or incorrect items
Open your parcel as soon as it arrives and check it over.
If anything is damaged, faulty, or not what you ordered, email contact@theeverhearth.com within 48 hours of delivery with:
- Your order number
- Clear photos of the item and the outer packaging
We'll sort it out — a replacement or a full refund, whichever you'd prefer. You won't be asked to pay return shipping when the fault is ours.
Reports made after 48 hours may not be eligible, because we can no longer tell transit damage apart from damage that happened after delivery. This does not affect your statutory rights.
Delivery timing
Delivery estimates are estimates. Carrier backlogs, customs checks, weather and peak-season volume are outside our control, and we don't offer refunds for orders that arrive later than the estimated window. Our published timings are on our Shipping Policy page — please read them before ordering, particularly around Christmas.
If a parcel stops moving entirely, tell us. We'll open a trace with the carrier and, if it's confirmed lost in transit, we'll replace it or refund you in full.
Cancellations and changes
We pack quickly, which is what makes fast dispatch possible — but it also means there's a short window to make changes.
Email us within 1 hour of placing your order and we'll do our best. Once an order has entered fulfilment we usually can't stop it, and we can't guarantee changes after that point. If we miss the window, you can still return the item under the 30-day policy above.
Lost or stolen after delivery
Once a carrier marks a parcel delivered, responsibility for it passes to you. We can't refund or replace parcels that are confirmed delivered and then go missing from a doorstep or mailroom.
We will help you chase it: we'll send you the delivery address on file, the delivery date and time, the tracking history and the carrier's contact details so you can file a claim with them or your local police.
Non-returnable
- Items returned after the 30-day window
- Items sent back without a tracking number
- Free gifts and promotional items (these have no cash value and aren't refunded separately)
- Gift cards
How refunds are issued
Once your return reaches us we'll inspect it and email you the outcome within 3 business days.
Approved refunds go back to your original payment method. We start the refund within 5 business days of approval; your bank or card issuer then takes their own time to post it, usually another 5–10 business days. That last part is out of our hands.
If it's been more than 20 business days since we told you a refund was approved and nothing has landed, email contact@theeverhearth.com and we'll chase it with you.
Refunds cover the price of the returned goods. Original shipping, return shipping and any restocking fee are not refunded.
Contact
EverHearth
Email: contact@theeverhearth.com
We reply to every email within one business day.
