Refund policy

EverLume Last updated: 7 July 2026

Thank you for shopping with EverLume. We want you to love your personalised piece. Please read this policy carefully before placing your order, as it explains how returns, exchanges, and refunds work for our products.

1. Personalised and Custom-Made Items

All EverLume products are made to order using a photo, image, or other personal detail supplied by you. Because each item is created specifically for you and cannot be resold, personalised items are not eligible for return, exchange, or refund, except in the limited circumstances set out below.

This is in line with Section 20 of the Consumer Protection Act 68 of 2008, which recognises that goods produced to a consumer’s special specifications, or that have been customised for a particular consumer, are excluded from the standard right to return goods within the cooling-off/return period that applies to regular, unaltered goods.

By submitting a photo or personalisation request and completing your purchase, you confirm that you have checked all details (including the photo, spelling, and any custom text) and approve them for production.

2. When We Will Offer a Refund, Replacement, or Repair

Even though our items are personalised, you are still protected under South African consumer law. We will offer a free replacement, repair, or refund if:

• Your item arrives damaged or defective due to a manufacturing fault;

• You receive the wrong product (e.g. incorrect variant, incorrect chain, or incorrect item entirely);

• The photo projection or engraving does not match the image or details you submitted and approved at checkout, due to an error on our part; or

• The item is not fit for its intended purpose or does not match its description, in line with the Consumer Protection Act.

To qualify, you must contact us within 7 days of delivery with your order number and clear photos or a short video showing the fault.

3. How to Report an Issue

Please email us at support@ever-lume.co.za with:

1. Your order number

2. A description of the issue

3. Clear photos (and video, if applicable) of the item and any damage or fault

4. Photos of the original packaging, if the item arrived damaged in transit

We will review your claim and respond within 3–5 business days with next steps, which may include a free repair, replacement, or refund, at our discretion, depending on the nature of the issue.

4. Non-Returnable Situations

We are unable to offer a refund, replacement, or exchange where:

• You submitted a low-resolution, blurry, or unsuitable photo that resulted in a lower-quality projection, and this was not flagged by you at checkout;

• You made an error in the personalisation details (e.g. wrong photo, spelling, or engraving text) that was approved by you before production;

• You simply changed your mind about the design, style, or colour after production has begun;

• The item was damaged due to normal wear and tear, misuse, or failure to follow care instructions; or

• The request is made more than 7 days after delivery.

5. Non-Personalised Items

If we offer any non-personalised or ready-made items (e.g. accessories, packaging add-ons), these may be returned within 7 days of delivery, provided they are unused, in their original packaging, and accompanied by proof of purchase. Return shipping costs for change-of-mind returns on non-personalised items are the customer’s responsibility, unless the item is faulty.

6. Refunds

Where a refund is approved, it will be processed to your original payment method within 7–10 business days of approval. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

7. Order Cancellations

Because production begins shortly after your order is placed, we are unable to guarantee order cancellations once an order has been submitted. If you need to request a cancellation, please email us immediately at support@ever-lume.co.za — we will do our best to accommodate your request, but this cannot be guaranteed once your order has entered production.

8. Your Statutory Rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or any other applicable South African law. If you believe your statutory rights have not been met, please contact us so we can resolve the matter directly before pursuing any other remedy.