Return & Refund Policy

At EVERPHANT, your satisfaction is our top priority. We stand behind the quality of our personalized products and want you to be completely happy with your purchase. This Return and Refund Policy outlines our procedures for returns, exchanges, and refunds.

1. Our Satisfaction Guarantee

We are committed to providing high-quality personalized products. If you are not satisfied with your purchase due to a defect in materials or workmanship, or an error on our part, we will make it right.

2. Personalized Products

Due to the custom and personalized nature of our products, we have specific policies regarding returns and exchanges:

2.1 Returns Accepted

We will accept returns and provide a full refund or replacement in the following cases:

• Manufacturing Defects: If your product arrives with defects in materials or workmanship
• Our Error: If we made a mistake in the personalization (wrong text, incorrect design, etc.) and the error was not present in your approved proof
• Damaged in Transit: If your product arrives damaged due to shipping
• Wrong Item: If we shipped the wrong product to you

2.2 Returns Not Accepted

We cannot accept returns or provide refunds in the following cases:

• Customer Error: Spelling mistakes, incorrect information, or design choices that you provided and approved
• Change of Mind: If you simply changed your mind about a personalized product after ordering
• Color Variations: Minor color variations between what appears on your screen and the actual product (due to monitor differences)
• Natural Material Variations: Natural variations in wood grain, texture, or color, which are inherent characteristics of natural materials

3. Return Process

3.1 Contact Us First

Before returning any item, please contact us within 14 days of receiving your order:

• Email: returns@everphant.com
• Phone: (555) 555-1234

Please provide the following information:

• Your order number
• Photos of the product and issue (if applicable)
• Description of the problem

3.2 Return Authorization

If your return is approved, we will provide you with:

• A Return Merchandise Authorization (RMA) number
• Return shipping instructions
• A prepaid shipping label (if the return is due to our error or defect)

3.3 Shipping the Return

Items must be returned:

• Within 30 days of receiving your RMA number
• In their original condition and packaging
• With the RMA number clearly marked on the outside of the package

Important: Do not return items without first obtaining an RMA number. Unauthorized returns may not be accepted.

4. Refunds

4.1 Refund Processing

Once we receive and inspect your returned item:

• Approved refunds will be processed within 5-7 business days
• Refunds will be issued to the original payment method
• You will receive an email confirmation when your refund is processed
• It may take an additional 5-10 business days for the refund to appear in your account, depending on your financial institution

4.2 Shipping Costs

• If the return is due to our error or a defective product, we will refund the original shipping costs and provide a prepaid return label
• If the return is for any other approved reason, original shipping charges are non-refundable, and you are responsible for return shipping costs

5. Exchanges

For defective or incorrect items, we offer exchanges for the same product. If you would prefer an exchange rather than a refund:

• Contact us using the return process above
• Indicate that you would like an exchange
• We will send a replacement item at no additional charge
• Replacement items are typically shipped within 2-3 business days of receiving your returned item

Note: If you wish to exchange for a different product, this will be processed as a return and a new order.

6. Damaged or Lost Shipments

6.1 Damaged in Transit

If your order arrives damaged:

• Take photos of the damaged packaging and product
• Contact us immediately at info@everphant.com
• We will work with the shipping carrier and send a replacement at no charge

6.2 Lost Packages

If your package is lost in transit:

• Contact us if you have not received your order within 10 business days of the estimated delivery date
• We will investigate with the shipping carrier
• If the package is confirmed lost, we will send a replacement or issue a full refund

7. Order Cancellations

7.1 Before Production

You may cancel your order for a full refund if:

• You contact us within 2 hours of placing your order
• Your order has not yet entered production
• Personalization has not yet begun

7.2 After Production Begins

Once your personalized item has entered production, orders cannot be cancelled. However, our return policy will still apply if you are not satisfied with the finished product.

8. Quality Issues

If you believe your product has a quality issue:

• Contact us within 14 days of receiving your order
• Provide photos showing the issue
• Our quality team will review your case
• If we determine there is a quality issue, we will offer a replacement or full refund

9. Approval Proofs

For certain custom orders, we may provide a digital proof for your approval before production. If you approve a proof:

• We will create your product exactly as shown in the approved proof
• Returns due to design or spelling errors in approved proofs cannot be accepted
• Please review proofs carefully before approving

10. Non-Returnable Items

The following items cannot be returned under any circumstances:

• Gift cards
• Downloadable digital products
• Items marked as final sale or clearance

11. Warranty

EVERPHANT products are warranted to be free from defects in materials and workmanship under normal use for a period of 90 days from the date of purchase. This warranty does not cover:

• Normal wear and tear
• Damage from misuse or improper care
• Damage from accidents or negligence
• Natural aging or weathering of materials

12. Contact Information

For questions about our return policy or to initiate a return, please contact us:

Returns Department
EVERPHANT, LLC
123 Commerce Street, Suite 456
New York, NY 10001

Email: returns@everphant.com
Phone: (555) 555-1234
Hours: Monday-Friday, 9:00 AM - 6:00 PM EST

Our customer service team is here to help ensure your complete satisfaction with your EVERPHANT purchase.