Refund policy

Last updated: 30 August 2026

We want you to receive the correct product in the condition described. This policy applies to orders placed with Everacs and does not limit any rights available under applicable consumer-protection law.

7-day return window

You may request a return, exchange, or eligible refund within 7 calendar days after delivery. Contact us through the Contact & Model Help page with your order number, reason, and supporting evidence. Do not send an item back before receiving return instructions.

Items eligible for return

  • Unused, opened, or carefully test-fitted items may be returned when clean, undamaged, complete, and sent back with original packaging, accessories, tags, and included items.
  • Used items may be returned when there is a verified defect, damage present on arrival, wrong product/model/colour, missing item or part, or a material difference from the product description.
  • If you ordered the wrong compatible model, you may request an exchange within seven days if the product has not been damaged, altered, or used beyond a reasonable fit check.

Parcel-opening video for delivery claims

For claims involving damage on arrival, a wrong item/model/colour, missing contents, or suspected courier tampering, an unedited parcel-opening video is required.

The video should clearly show:

  • The shipping label and all sides of the sealed parcel
  • The parcel being opened in one continuous recording
  • The product, included items, and reported issue

Keep the parcel, label, packaging, and product until the claim is resolved.

A parcel-opening video is not required for a defect that could not reasonably be visible or discovered during the first opening. Claims without sufficient evidence may be declined when the condition at delivery cannot otherwise be verified, subject to applicable law.

Items not eligible

  • Items returned after the seven-day request period, except where applicable law provides otherwise
  • Damage caused after delivery by misuse, accidental damage, excessive force, incorrect installation, alteration, neglect, or normal wear
  • Incomplete items or items returned without their original included parts, unless they arrived incomplete
  • Hygiene-sensitive products that have been opened or used, except when defective, damaged on arrival, incorrect, or otherwise required by law
  • Items clearly marked as final sale before purchase, only where such exclusion is permitted by law

Return shipping costs

If Everacs sent the wrong item, or the item is verified as defective, damaged on arrival, incomplete, or materially different from its listing, Everacs will cover the reasonable return and replacement delivery cost.

For change-of-mind returns or a model/colour selected incorrectly by the customer, the customer is responsible for return delivery and any replacement-delivery charge. The original delivery charge is not refundable in these cases.

Inspection, exchanges, and refunds

Returned items are inspected after receipt. If approved, we will offer the appropriate replacement, exchange, or refund.

Approved refunds will be initiated promptly through an available method agreed with the customer. Processing time may depend on the bank, wallet, payment provider, or other refund method.

If a return cannot be approved, we will explain the reason and discuss the available next step.

Order cancellations

Contact us as soon as possible if you need to cancel or change an order. We will try to help before dispatch. After dispatch, the return conditions above apply.

How to contact us

Use the store’s Contact & Model Help page and include your order number and contact details. For damaged, wrong, or missing-item claims, attach the parcel-opening video and clear photos of the issue.