Refund Policy


Order Confirmation & Policy Acknowledgment

By placing an order on this website, you confirm that you have read, understood, and agreed to the Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and accepted the return conditions and timeframes.
  • You agree to follow the return procedure as described in this policy.
  • In the event of a chargeback or dispute, this policy together with all order records and communication history may be used as supporting evidence.

Returns

If you are not satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided all conditions below are met.

Eligibility Requirements

  • Items must be unused, unworn, and unwashed.
  • Items must be returned in their original packaging and condition.
  • Only normal inspection and handling are permitted.
  • Return shipping and handling costs are the responsibility of the customer.

Returns are processed within 7 business days after receipt. We reserve the right to refuse returns if items show signs of wear, damage, misuse, or any condition not caused by us.

How to Start a Return

To initiate a return:

  1. Contact us at info@everlyandmaple.com within 30 days of delivery.
  2. Include the following information:
    • Order number
    • Reason for return
    • Photos of the item (if damaged or defective)
    • Full name and shipping address
  3. Wait for return instructions before sending anything back.

Do not return items without approval. Unauthorized returns may be rejected.

We strongly recommend using tracked shipping and keeping proof of shipment until your return is completed.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 2 days of delivery at info@everlyandmaple.com with:

  • Order number
  • Description of the issue
  • Clear photos or video evidence

Once reviewed and approved:

  • A replacement may be offered depending on availability and issue type.
  • In some cases, a return may not be required.

Replacement processing typically takes 7–14 business days.

Lost or Unclaimed Orders

If your package is lost in transit:

  • Contact support with your order number and tracking details.
  • We will assist in filing a courier claim.
  • If confirmed lost, a replacement or refund will be issued.

If a package is refused, unclaimed, or returned due to an incorrect address, a $35 CAD deduction will be applied to cover shipping and administrative costs.

Cancellations & Right of Withdrawal

Orders may be cancelled within 30 days of receipt under applicable Canadian consumer protection laws.

However, because fulfillment is automated, orders cannot be cancelled once shipped. If your order has already been dispatched, you may request a return after delivery.

To cancel before shipment, contact us at info@everlyandmaple.com with a clear cancellation request.

Return shipping costs remain the responsibility of the customer.

Chargebacks & Dispute Resolution

If there is an issue with your order, please contact us first so we can resolve it quickly and fairly.

If a chargeback or dispute is initiated, we will provide your payment provider with supporting documentation, including:

  • Order confirmation
  • Tracking information
  • Email communication
  • Product photos (if applicable)

Opening a chargeback without prior contact may delay resolution and affect future order eligibility.

Important Notes

  • All returns must be sent to our central warehouse in Asia at the customer’s expense.
  • We are not responsible for delays caused by carriers or customs clearance.
  • Hygiene-sensitive items must be returned in unused and sanitary condition; otherwise they will not be accepted.
  • Return shipping and handling fees are non-refundable.

Contact

For any questions regarding this policy, please contact our Customer Support Team at info@everlyandmaple.com