Return & Refund Policy

Last updated: 28 October 2025

At Everra Rose Limited (“Everra Rose”, “we”, “our”, “us”), we are committed to delivering products of the highest quality.

This policy sets out your rights and our obligations regarding returns, cancellations and refunds.

Because many of our products are fulfilled directly through our partners, our returns process follows their supplier terms, as well as UK consumer protection law.

By placing an order with Everra Rose, you agree to the terms below.

1. Contact Details

All communication relating to returns, cancellations or refunds must be made in writing to: hello@everrarose.com.

Verbal or social-media messages are not accepted as valid notice.

When contacting us, you must include:

  • Your full name and order number;
  • Clear photographs (for any damage/fault claim);
  • A short written description of the issue.

2.  Eligibility for Returns and Statutory Right to Cancel

Everra Rose accepts returns only in the circumstances set out below.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or not as described, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015.

You must notify us within 3 working days of delivery (see Section 3) so that we can resolve the issue quickly.

In these cases, Everra Rose may, at our discretion, cover the cost of return postage or arrange collection depending on the nature of the fault and the item in question.

Slight variations in colour, tone, size or texture, particularly in hand-finished or natural-material products, are considered normal characteristics and do not constitute faults.

Statutory right to cancel (UK consumers only)

If you have changed your mind about an item purchased online, you may cancel your order under the Consumer Contracts Regulations 2013, provided that:

  • You notify us in writing at hello@everrarose.com within 14 calendar days of receiving the goods;

  • The goods are returned within 14 days of notifying us; and

  • The goods are unused, undamaged and in their original packaging (including all inserts, fittings and protective materials).

We will refund the amount actually paid for the item(s), after any discounts or promotional codes.

Please note:

  • Delivery charges are non-refundable.

  • You are responsible for the cost of return postage, unless the item is confirmed to be faulty or incorrect.

  • If items are returned used, handled beyond what would be reasonable in a retail environment, or missing packaging, we may refuse the refund or apply a deduction for diminished value, as permitted under Regulation 34(9).

How to exercise this right

To cancel, email us clearly stating your order number and intention to cancel. We will confirm receipt and provide return instructions. The cancellation date is the date you email us, not the date we receive the parcel.

We only accept returns where:

  • The item arrives damaged, faulty, or incorrect; or
  • You are exercising your statutory right to cancel (see Section 4).

Unauthorised returns or items sent back without approval will not be accepted.

3. Reporting Damaged, Faulty or Incorrect Items

All damage, defect, or incorrect-item reports must be submitted within 3 working days of delivery.

You must retain all original packaging, including outer boxes, inner fillers, and labels.

Claims submitted outside this 3-day period or without packaging evidence may be declined.

To report an issue, email hello@everrarose.com with:

  • Order number;
  • Photos clearly showing the fault/damage and packaging;
  • A brief description of the issue.

Once verified, we will arrange either a replacement, partial refund, or full refund as appropriate.

Everra Rose will cover the cost of return postage or collection only if the item is confirmed faulty, damaged, or incorrect.

If the item is returned and upon inspection is found not to be faulty, the customer will be liable for all collection and re-delivery costs, and the return will be refused.

Slight variations in colour, tone, size, or texture, particularly in hand-finished or natural-material products, are normal and do not constitute faults.

4. Non-Returnable & Excluded Items

We are unable to accept returns or cancellations for:

  • Products made to order, customised, or specially sourced for you;
  • Products which are sealed for hygiene reasons and have been opened (including certain floral or home fragrance items);
  • Perishable items;
  • Gift cards and vouchers;
  • Sale or clearance items where marked “non-returnable”.

5. Change-of-Mind Cancellations (UK Consumers)

If you are a UK consumer, you may cancel most online purchases within 14 days from the day after you receive the goods (“cooling-off period”), provided that:

  • You notify us in writing at hello@everrarose.com within the 14-day period; and
  • You return the goods within 14 days of providing notice; and
  • The goods are unused, undamaged, and in their original packaging.

Please note that the goods remain your responsibility until they reach us, and you are responsible for the cost of return postage unless the item is confirmed to be faulty or incorrect.

6. Return Packaging Requirements

All items must be returned in their original packaging, including inner fillers, protective wrappings, swing tags, and inserts. They should be clearly labelled with the return authorisation number we provide.

Couriers can only collect returns from the original delivery address.

Returns sent in alternative or insufficient packaging that result in damage during transit will not qualify for refund or will incur a deduction proportional to the repair or replacement cost.

Everra Rose reserves the right to refuse a refund or make a deduction for diminished value, in accordance with Regulation 34(9) of the Consumer Contracts Regulations 2013.

7. Refund Process

Returned goods remain your responsibility until received and inspected by us.

Once we have received and inspected your return:

  • Refunds are made to the original payment method used at checkout.
  • We refund only the item price paid (after discounts); shipping fees are non-refundable.
  • Refunds are processed within 10-14 business days after approval.
  • We do not offer exchanges or store credit.
  • Everra Rose is not responsible for delays caused by your bank or payment provider.

If an unauthorised or late return is received, or if the goods are not in their original condition, the refund will be refused and the goods returned to you at your expense.

8. Exchanges

We do not offer direct exchanges.

If you wish to purchase an alternative product, please place a new order once your refund (if approved) has been processed.

9. International Orders

For orders delivered outside the UK, local consumer laws apply.

Everra Rose may, at its discretion, accept international returns within 14 days; all international return shipping, duties, and import taxes are non-refundable and the customer’s responsibility unless the item is confirmed faulty.

10. Supplier-Aligned Requirements

  • To ensure compliance with our fulfilment partners:
  • Damage or fault claims must be raised within 3 working days of delivery.
  • Original packaging must be retained for inspection or collection.
  • Returns will only be processed once approved by Everra Rose.
  • Collections can only take place from the original delivery address.
  • Failure to follow these requirements may invalidate your claim.

11. Contact Us

For all return, refund, or cancellation enquiries, please email hello@everrarose.com.