Refund policy
Return and Refund Policy
Customers have the right to notify us of their decision to withdraw from the contract within 14 days after receiving the goods. Unless we have offered to collect the goods ourselves, customers must send the goods back without undue delay and no later than 14 days after notifying us of withdrawal. The right of withdrawal does not apply to sealed cosmetic or hygiene products that are unsuitable for return for health-protection or hygiene reasons and were unsealed after delivery. Refunds will be processed to the original payment method without undue delay and no later than 14 days after we are informed of the decision to withdraw from the contract. Unless we have offered to collect the goods ourselves, we may withhold the refund until we receive the goods back or evidence that they have been sent back, whichever happens first.
Return and cancellation requests
Sign in with your email address and the verification code sent to it. Select your order and, if the relevant option is available, submit a return or cancellation request. We review requests; submitting one does not automatically cancel the order or issue a refund.
Product quality concerns and complaints
If a product appears defective, altered or different from what you ordered, stop using it and contact Everlum (Delta Invest Group OÜ) promptly at support@everlum.ee or through another contact method published in our store. Include your order number or other proof of purchase, a description of the issue, when you first noticed it and your preferred resolution. Where available, photographs of the product, its packaging, protective seal and batch code help us investigate. The absence of an unpacking video or original outer box alone does not invalidate a lawful complaint.
Please preserve the product, remaining contents, batch labels and available packaging without changing or mixing the contents. We may request the product for inspection and will provide return instructions. Do not send it to a supplier address without instructions from us. A request for inspection or receipt of a return parcel is not, by itself, confirmation of a defect or approval of a refund. These complaint-inspection instructions do not require prior approval for giving a valid withdrawal notice or returning goods on time under the separate 14-day withdrawal procedure above, where that right applies.
We assess complaints against the available evidence and applicable consumer law. If the available evidence establishes that the particular substitution, dilution or damage occurred after delivery because of the consumer's handling, improper use or storage, the seller is not responsible for that resulting lack of conformity. A lack of conformity that becomes apparent within one year after delivery is presumed to have existed at delivery unless that presumption is incompatible with the nature of the goods or the defect. We may coordinate the assessment with the supplier, manufacturer or an appropriate expert. Any rejection will be explained with its reasons. Opening a product does not, by itself, exclude a genuine quality complaint.
We respond to complaints submitted in writing or another form reproducible in writing in the same form within 15 days of receipt, stating whether the claim is accepted or how the complaint may be resolved. If the complaint cannot be resolved within that period, we will explain the delay in the same form and set a new reasonable deadline. Statutory remedies and the applicable rules on evidence remain unchanged. These checks do not extend statutory refund deadlines. We do not offer a separate right to use a cosmetic product as a trial and then return it simply because you changed your mind; the withdrawal rules above and your statutory rights concerning defective goods still apply.