Refund policy
The products currently sold on the Ever Leaf website are personalized products, manufactured specifically for each customer based on a photograph and personalization details they provided. This Policy sets out the cancellation, return, and refund rights applicable to these products. Should Ever Leaf offer non-personalized products in the future, this Policy may be updated accordingly.
1. What Constitutes Production Start
For the purposes of this Policy, "production start" is the point at which Ever Leaf has completed its internal review of the photograph and personalization details provided by the customer, and has internally approved the order for production, as detailed in the Terms of Service.
The preview shown to the customer when placing the order, as well as making payment itself, do not in themselves constitute production start.
2. Cancellation Before Production Start
A customer may cancel their order at any time before production start, as defined above. In such a case, the customer will receive a full refund of the amount paid, with no cancellation fee, charge, or deduction of any kind.
3. Cancellation After Production Start
Once production has started, the product is being manufactured specifically for the customer based on the photograph and personalization details they provided, and, accordingly, and subject to applicable law, the order can no longer be cancelled on the basis of a simple change of mind.
The foregoing does not derogate from the customer's rights in the event of a manufacturing defect, a personalization error made by Ever Leaf, a material mismatch between the product received and the order confirmed, damage that occurred during shipping, a lost or misdelivered shipment as detailed below, or any other right that cannot be limited or excluded under applicable law.
4. Defect, Personalization Error, or Material Mismatch
If a customer receives a product with a manufacturing defect, a product affected by a personalization error on Ever Leaf's part, or a product that does not materially match the photograph or details confirmed by the customer, the customer is entitled to contact Ever Leaf to have the matter addressed.
The primary remedy in such a case is replacement of the product at no additional cost. Where replacement is not possible, or would not reasonably resolve the issue, the customer will receive a full refund.
Reasonable differences arising from the natural character of the leaf or from the handcrafted nature of the product's manufacture, as detailed in the Terms of Service, do not in themselves constitute a defect and do not give rise to the remedies described in this section. However, this does not excuse an actual manufacturing defect, a personalization error, or a material mismatch with the order.
5. Damage Occurring During Shipping
In the case of visible damage to the product caused during shipping, the customer should contact Ever Leaf as soon as reasonably possible after receiving the product. Ever Leaf recommends reporting such damage within 48 hours of receiving the product, to allow for a prompt review of the circumstances.
To handle the matter, Ever Leaf may request reasonable evidence from the customer, including photographs of the damaged product, photographs of the outer and inner packaging, order details, and relevant shipping information, to the extent needed. Providing an unboxing video is not a requirement for the matter to be handled.
A report submitted after the 48-hour period has passed will not be automatically rejected; in such a case, Ever Leaf may request additional evidence and assess whether the damage did in fact occur during shipping.
The remedies described in this section apply only to damage that occurred during shipping, and do not apply to damage occurring after the product was delivered to the customer, including as a result of dropping, impact, accidental breakage, misuse, improper handling, or any other event unrelated to shipping or to the manufacture of the product. This does not derogate from any non-waivable right under applicable law.
Where it is established that the damage occurred during shipping, the primary remedy is replacement of the product at no additional cost. Where replacement is not possible, or would not reasonably resolve the issue, the customer will receive a full refund.
6. Lost or Misdelivered Shipments
A report that an order was not received will be investigated by Ever Leaf with the shipping company or the relevant delivery provider. A customer's report, on its own, does not automatically establish that the shipment was lost.
Where it is established that the shipment was in fact lost, or was delivered to the wrong destination due to an error by the shipping company or by Ever Leaf, and the customer had provided correct and complete shipping details, the primary remedy is for Ever Leaf to produce a new copy of the personalized product and send it to the customer at no additional cost. Where this is not possible, or would not reasonably resolve the matter, the customer will receive a full refund.
Where the delay, non-delivery, or misdelivery resulted from incorrect, incomplete, or outdated shipping or contact details provided by the customer, the foregoing does not apply automatically; Ever Leaf will work to reasonably investigate and correct the issue, including redelivery where possible, and any additional costs will be handled in accordance with the circumstances and applicable law.
7. Method and Timing of Refunds
Where a refund is due to the customer following a valid cancellation of the transaction, it will be issued to the payment method used for the order, through the relevant payment provider, no later than 14 days from the date Ever Leaf receives the cancellation notice, subject to applicable law and the circumstances of the case.
Where a refund is due to the customer for another reason under this Policy — including a defect, a personalization error, shipping damage, or a lost or misdelivered shipment, as detailed in Sections 4–6 above — it will be processed and issued promptly, in accordance with this Policy and applicable law.
In any case, this timeframe relates solely to the timing of the refund itself, and is not connected to the recommended timeframe for reporting shipping damage or a product issue, as detailed in Sections 5–6 above.
8. Cancellation of an Order by Ever Leaf
Ever Leaf reserves the right to cancel an order in the event of a material and obvious error in the product description or price, or where there is reasonable concern of a fraudulent order or a violation of the website's Terms of Service. In such a case, the customer will be notified as soon as reasonably possible and will receive a full refund of the amount paid.
9. How to Submit a Cancellation Notice or Inquiry
A cancellation notice or an inquiry regarding a product may be submitted by email, by phone, or via an online cancellation form on the website, using the contact details below, quoting the order number and details of the matter.
10. Contact
- Address: Michal Leib Katz St. 27, Petah Tikva 4937407, Israel
- Phone: 052-7483040
- Email: support@ever-leaf.com
- Website: ever-leaf.com