Refund policy

We want you to feel confident ordering from EverPetal. In addition to your statutory rights, we offer a 30-day change-of-mind return period on our standard products.

Last updated: 28 July 2026

Changed your mind?

Please contact us within 30 days of receiving your order. Include your name, order number and the item you wish to return. We will confirm the return instructions and return address.

Once you have told us that you wish to return the item, please send it back within 14 days. For a standard change-of-mind return, we will provide a return label and deduct a fixed £6.00 return-shipping charge from your refund. This is a return-postage charge, not a restocking fee.

The £6.00 charge applies only to change-of-mind returns. It does not apply when an item is faulty, damaged on arrival, incorrect, not as described or otherwise returned under your statutory rights; in those cases we will cover the reasonable return or collection cost.

Please do not send an item back without contacting us first, as this can delay identification and refunding of your return.

Condition of returned items

You may unpack, inspect and gently shape the wired stems as you reasonably would when examining the basket. Please return it with all supplied parts and use the original protective packaging where possible.

You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product—for example, prolonged outdoor use, damage, contamination or alteration. Any deduction will reflect the actual reduction in value and will not be an automatic restocking fee.

Refunds

We will refund eligible returns to the original payment method within 14 days of receiving the returned item. Your bank or payment provider may then take additional time to show the refund in your account.

When a complete order is returned under your cancellation rights, we will also refund the cost of our standard outbound delivery. If you selected a more expensive delivery service, we only refund the equivalent standard-delivery amount. Original delivery is not refunded when only part of an order is returned, unless required by law.

Damaged, incorrect or faulty items

If your basket arrives damaged, is not what you ordered or appears faulty, please contact us as soon as reasonably possible with your order number and clear photographs. For an issue present on delivery, we will offer an appropriate replacement or refund and cover the reasonable cost of return or collection.

Normal outdoor weathering, gradual fading, dirt and wear are not manufacturing faults. This does not affect your legal rights when a product is faulty, not as described or not fit for purpose.

Cancelling before dispatch

Contact us as quickly as possible if you wish to cancel. If the order has not been dispatched, we will cancel it and issue a full refund. If it has already left us, the change-of-mind return process above will apply.

Exchanges

If you would prefer another standard colour, contact us and we will explain the quickest option. Exchanges are subject to stock availability. For operational simplicity, we may ask you to return the original item for a refund and place a new order. The £6.00 change-of-mind return-shipping charge will apply where appropriate; it does not apply to faulty, damaged or incorrect items or other statutory-rights returns.

Standard and bespoke products

All EverPetal baskets currently sold on this website are standard designs. If we introduce a genuinely personalised or bespoke product in future, its different cancellation terms will be stated clearly before purchase.