Refund policy

At Everstoria, we want you to feel confident ordering artwork for your home.

This policy explains how returns, cancellations, replacements, and refunds are handled.

For assistance, contact us at: support@everstoria.co

Please include your order number whenever you contact us.

1. 30-Day Return Window

You may request a return within 30 calendar days of receiving your order.

To qualify for a return, the item must:

• Be unused, unaltered, and in its original condition
• Have no hanging marks, scratches, stains, dents, or other customer-caused damage
• Be returned with its original packaging and protective materials where reasonably possible
• Include proof of purchase or the relevant order number

After your return request is approved, the item must be shipped back within 14 calendar days.

Please contact us before sending anything back. Returns sent without approval may be delayed, refused, or shipped to an incorrect location.

The return address may be different from the address shown on the original package. Do not return an item to the production facility or shipping origin unless Everstoria specifically instructs you to do so.

2. Change-of-Mind Returns

The customer is responsible for return shipping costs

• The item must meet the return conditions listed above
• We strongly recommend using a tracked and insured shipping service
• Any customs charges, import fees, or carrier fees related to the return are the customer’s responsibility unless required otherwise by law

We do not charge a restocking fee for eligible returns received in their original condition.

Any upgraded or express delivery charges are generally non-refundable. The cost of standard delivery will be refunded where required by applicable consumer law.

3. European Union and United Kingdom Customers

Customers in the European Union and the United Kingdom may have a legal right to cancel an eligible online purchase without giving a reason.

In general, you must notify us of your decision to cancel within 14 days of receiving the goods. You then normally have an additional 14 days to return them.

Where these rights apply:

• You may inspect the item as you reasonably would in a physical store
• You are responsible for return shipping unless the item is faulty, incorrect, or we have agreed to cover the cost
• We will refund the eligible purchase amount and standard delivery charge, where applicable
• We may reduce the refund if the item has been handled beyond what is reasonably necessary to inspect it and its value has been reduced

Nothing in this policy limits any mandatory consumer rights available under the laws of your country.

4. Order Cancellations and Changes

Our products are sent into production shortly after an order is placed.

Please contact us within 12 hours of ordering if you need to:

• Cancel the order
• Change the artwork or size
• Correct the shipping address
• Update any other order details

We will make every reasonable effort to help, but cancellation or changes cannot be guaranteed once production has started.

If the order has already entered production, we may be unable to cancel or modify it before shipment. This does not remove any return rights you may have after delivery under this policy or applicable law.

Approved cancellations will be refunded to the original payment method.

5. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrectly printed, or different from what you ordered, contact us as soon as possible.

For visible shipping damage or production issues, we recommend contacting us within 7 days of delivery.

Please provide:

• Your order number
• A short description of the issue
• Clear photos of the complete item
• Close-up photos of the damage or defect
• Photos of the packaging and shipping label where relevant

Please keep the original packaging until the issue has been resolved.

If the issue is verified, Everstoria will normally offer one of the following:

• A replacement at no additional cost
• A refund to the original payment method
• Another appropriate solution agreed with the customer

Everstoria will cover reasonable return shipping costs when a return is required because the item is defective, damaged in transit, or incorrect due to our error.

Although our products may be produced and shipped by fulfillment partners, Everstoria remains responsible for reviewing and resolving customer claims.

6. Replacements

A replacement may be offered when:

• The item arrived damaged
• There is a verified printing or manufacturing defect
• The wrong artwork, size, or product was delivered
• Part of the order is missing
• The carrier confirms that the parcel was lost in transit

We may not require a damaged item to be returned, but we reserve the right to request additional evidence or arrange a return before approving a replacement.

Replacement items are produced using the details of the original order unless a correction is required because of an Everstoria error.

7. Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

To order a different artwork or size, please return the eligible original item for a refund and place a new order.

If you received a damaged, defective, or incorrect item, we may provide a replacement without requiring a separate new order.

8. Items That Cannot Be Returned

We may be unable to accept a return when:

• The return request is submitted after the applicable return period
• The item has been hung, used, altered, repaired, painted, or modified
• The item has been damaged after delivery
• The item has marks, stains, scratches, moisture damage, heat damage, or installation damage
• The item is returned without sufficient protective packaging and is damaged during return transit
• The item is not the product originally purchased from Everstoria
• Proof of purchase cannot be provided
• The product was clearly identified as personalized, custom-made, or non-returnable before purchase, where permitted by law

These restrictions do not apply where mandatory consumer law gives the customer additional rights.

9. Incorrect Address, Refused, and Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address.

If an address is incorrect or incomplete, contact us immediately. We cannot guarantee that an address can be changed after production or shipment has started.

A parcel that is refused, unclaimed, or not collected from the carrier is not automatically eligible for a full refund.

If the parcel is returned to us or our fulfillment partner, we will review the case. Return shipping, carrier charges, customs fees, or reshipping costs may be deducted from the refund where permitted by law.

10. Color, Print, and Size Variations

Colors may appear slightly different in person than they do on a phone, tablet, or computer screen.

Differences may result from:

• Screen brightness and calibration
• Room lighting
• Canvas texture
• Ink absorption
• Printing equipment
• The natural characteristics of printed materials

Small color differences are normal and are not automatically considered defects.

Artwork cropping or positioning may also vary slightly between available sizes because different dimensions may use different aspect ratios.

However, major printing errors, substantial color problems, incorrect artwork, or significant differences from the product description will be reviewed as possible defects.

11. Return Shipping

For change-of-mind returns, the customer is responsible for securely packaging and returning the item.

The customer remains responsible for the return until it is delivered to the return address provided by Everstoria.

We recommend:

• Reusing the original protective packaging
• Protecting all corners and printed surfaces
• Using a tracked shipping service
• Purchasing shipping insurance for higher-value or large-format artwork
• Keeping the shipping receipt and tracking number

Everstoria is not responsible for items lost or damaged during return shipping because of insufficient packaging or an uninsured return service.

12. How to Request a Return or Refund

Email support@everstoria.co with:

• Your order number
• The email address used at checkout
• The reason for your return
• Photos or videos if the item is damaged, defective, or incorrect

Do not ship the item until you receive return instructions and the correct return address.

Requests missing required information may take longer to review.

13. Refunds

After the returned item is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are normally submitted to the original payment method within 5 business days after approval.

Your bank, card issuer, PayPal, Shop Pay, or other payment provider may require an additional 5–10 business days to display the refund.

Where permitted by law, we may reduce the refund if:

• The item has been used or damaged
• Parts or packaging are missing
• The item has lost value because it was handled beyond what was reasonably necessary to inspect it
• Carrier, customs, or return-related charges were incurred because the parcel was refused, unclaimed, or incorrectly addressed

Refunds can normally only be issued to the original payment method.

Currency conversion differences, bank charges, and payment provider fees are outside Everstoria’s control.

14. Partial Refunds

In limited cases, we may offer a partial refund when an item has a minor cosmetic issue but remains suitable for display.

Partial refunds are reviewed individually and require the customer’s agreement.

Accepting a partial refund may close the claim relating to that specific issue.

15. Lost or Delayed Orders

Carrier delays caused by weather, customs, holidays, local disruptions, or other events outside our control do not automatically qualify for a refund while the parcel remains in transit.

Contact us if:

• The estimated delivery period has passed
• Tracking has not updated for an unusually long time
• The carrier indicates that the parcel may be lost
• Tracking shows delivery, but the parcel cannot be located

If the carrier confirms that the parcel is lost, we will normally offer a replacement or refund after reviewing the shipping information.

16. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute. We want the opportunity to review the issue and provide a suitable solution.

If a payment dispute is opened, we may provide the payment provider with relevant order, production, shipping, delivery, return, and communication records.

An open dispute may pause a separate refund or replacement process until the payment provider completes its review.

17. Contact

For return, refund, cancellation, replacement, or order questions, contact: support@everstoria.co

Please include your order number so we can assist you more quickly.