Everwud

Policy

Refund & Return Policy

Last updated: UPDATE_LAST_UPDATED_DATE

We want you to be happy with your Everwud purchase. This policy explains how cancellations, returns, replacements and refunds work. It forms part of our Terms & Conditions.

Checking your order

Please check your order when it arrives, ideally in front of our delivery representative. If an item is damaged, defective or not what you ordered, let us know within UPDATE_REPORT_DAYS days of delivery. Send your order number and clear photos through our Contact Us page so we can sort it out quickly.

Cancelling an order

You can cancel your order before it is dispatched. Contact us as soon as possible with your order number. If you have paid an advance, it will be refunded in full.

Once an order has been dispatched it can no longer be cancelled, but you may still be able to return it under this policy.

Damaged, defective or incorrect items

If your item arrives damaged, defective, or different from what you ordered, we will replace it or refund you. This is at no cost to you, and we will arrange collection of the affected item.

Wood is a natural material, so differences in grain and tone from piece to piece, or slight colour differences from what you see on a screen, are normal and are not considered defects.

Change-of-mind returns

If you simply change your mind, you may request a return within UPDATE_RETURN_DAYS days of delivery, provided that:

  • the item is unused and in its original condition and packaging;
  • we have approved the return before you send anything back.

For change-of-mind returns, the cost of sending the item back is paid by the customer.

We cannot accept returns of items that have been damaged through misuse, improper assembly, or exposure to extreme heat or moisture, items that have been altered, or items sent back without our approval.

Choosing finishes and table sheets

Your finish and table sheet choices are part of your order, so please double-check them before you confirm. If we deliver a different finish or table sheet from the one you selected, we will treat it as an incorrect item and fix it as described above. If you selected an option and later prefer another, it is handled as a change-of-mind return.

Refused or undeliverable orders

If you refuse delivery without a valid reason, or we cannot deliver because the address or phone details are incorrect or no one is available after reasonable attempts, the order may be cancelled. In that case we may keep part or all of the advance payment to cover delivery and handling costs, and refund the rest.

Refusing an item because it is damaged or incorrect is a valid reason and is handled as described in the section on damaged, defective or incorrect items.

How to make a request

  • Contact us through the Contact Us page, by email or by phone, with your order number.
  • Tell us what happened and share clear photos if the item is damaged or incorrect.
  • We will review your request and reply with the next steps.

Please do not send any item back until we have approved the request.

How refunds are paid

Approved refunds are sent within UPDATE_REFUND_DAYS working days. Advance payments are refunded to the same method you used to pay, where possible. If you paid the Cash on Delivery balance and your return is approved, we will refund it by bank transfer or mobile wallet, using the details you give us.

If you chose the 15% advance option and have not yet paid the remaining 85%, only the advance you actually paid is refundable.

Orders with the Opening Discount

If your order was placed with our 10% Opening Discount, any refund is based on the amount you actually paid after the discount.

Changes to this policy

We may update this policy from time to time. The updated version will be posted on this page with a new “Last updated” date. Each order is governed by the version in force when the order was placed.

Contact us

If you have any questions about this policy, please reach out through our Contact Us page or contact us directly: