Refund policy

Return & Exchange Policy

Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you and if your order is covered by our Return Policy.

The following reasons are covered by our FULL COVERAGE Return/Exchange Policy.

  1. We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
  2. You received the incorrect personalised portrait. If the printed image is different from the digital preview that you approved.
  3. Significant print defects such as severe colour distortion or missing artwork that was not visible in your approved preview. (We will only replace the item(s) or exchange them for item(s) of equal or lesser value.)

The following reasons are NOT covered by our return policy, and we are not liable for these issues.

  1. Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your EverMory product.
  2. Products are damaged by misuse, mishandling, or poor maintenance.
  3. Dissatisfaction with portrait style, colour tone, or artistic interpretation after you have approved the digital preview.
  4. Issues resulting from a low-quality, blurry, or poorly lit source photo provided by the customer.

Return Process

To request a return, please contact our customer service team at support@evermory.com. One of our representatives will reply to you via email with instructions.

Upon acceptance of your return, a refund or replacement will be issued at our discretion. Any promotional gifts must also be returned with your returned item.

Cancellation Policy

Customers are able to cancel or change their order for free within 24 hours of purchasing. Please note that all cancelled or changed orders of personalised items have a 30% restocking fee after 24 hours.

EverMory reserves the right to void refund/return items that show signs of modification, abuse, or damage beyond normal use, as deemed by our team.