Refund policy
Everora Returns & Refund Policy
Last updated: 9 November 2026
If something is not right with your order, we are here to help.
1. Returns and cancellations
If you are a customer in the UK, you generally have the right to cancel your online order within 14 days of receiving your goods, without giving a reason.
To cancel, please email us at fuzz.ecommerce@gmail.com within 14 days of receiving your order. You will then have a further 14 days to return the item.
Returned items should be unused and in their original condition and packaging where reasonably possible. Your statutory cancellation rights do not depend on having the original packaging.
Certain exceptions may apply, including personalised goods and items exempt from cancellation rights under applicable law.
2. Faulty, damaged or incorrect items
If your item arrives damaged, faulty or different from what you ordered, please email fuzz.ecommerce@gmail.com with your order number and a description of the issue. Photographs help us resolve the problem more quickly.
We will arrange an appropriate remedy, which may include a replacement, repair or refund, depending on the circumstances and your legal rights. You will not be asked to cover return postage for faulty, damaged or incorrectly supplied goods where we are legally responsible for those costs.
3. Return shipping costs
For change-of-mind returns, you are responsible for the cost of returning the item. Please contact us before sending anything back so we can give you the correct return instructions.
4. Refunds
Once your return has been received and assessed, we will let you know the outcome. Where a refund is due, it will generally be issued to your original payment method. Your bank or payment provider may need additional time to process it.
For cancellations under the Consumer Contracts Regulations, we will refund the applicable amount within the legally required timeframe. We may withhold the refund until we have received the goods or you have provided evidence of having sent them back, whichever happens first.
Refunds include standard outbound delivery costs where required by law. Any extra cost of a more expensive delivery option may not be refundable.
5. Exchanges
To exchange an item, please email fuzz.ecommerce@gmail.com. Exchanges depend on availability. Where an exchange is not possible, we will explain your options, including any refund you are entitled to.
6. Items that cannot be returned
Some goods are exempt from the usual cancellation rights under applicable law, including certain personalised items and sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. We will not refuse a return of an ordinary item simply because it has been opened or the original packaging is missing.
7. Your statutory rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer protection law. If goods are faulty, not as described or otherwise fail to meet your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
8. Contact us
Everora Customer Support Email: fuzz.ecommerce@gmail.com
Please include your order number so we can help you as quickly as possible.