Return Policy
Return & Refund Policy
30-Day Return Window
At Everra Lane, we want you to feel confident about your purchase.
We offer a 30-day return window for eligible items. The 30-day period begins on the date your order is delivered.
This return policy is offered by Everra Lane and does not limit any mandatory consumer rights that may apply under applicable law.
Consumer protection requirements in Canada may vary by province or territory.
Return Eligibility
To be eligible for a return, the item must generally:
- Be unused, unworn, and unwashed
- Be in its original condition
- Include original packaging where reasonably possible
- Not show signs of misuse, damage, excessive wear, or alteration
You may inspect a product in a reasonable way to determine its nature, characteristics, fit, or functionality.
Certain products may be excluded from change-of-mind returns where clearly stated before purchase, including certain hygiene-sensitive, personalized, or final-sale items where permitted by law.
How to Request a Return
To start a return, contact us within 30 days of delivery at:
Please include:
- Your full name
- Order number
- The item(s) you wish to return
- The reason for the return
- Photos where the item is damaged, defective, or incorrect
Please wait for our return instructions before sending your parcel. This helps ensure your return is sent to the correct return location and can be properly identified.
Items sent to an incorrect address may cause delays in processing.
Return Shipping Costs
For standard change-of-mind returns, return shipping costs are generally the responsibility of the customer unless otherwise stated.
If the item is confirmed to be defective, damaged upon arrival, or materially different from what was ordered, we will provide an appropriate solution and will cover return costs where required by our policy or applicable law.
We recommend using a tracked shipping service and retaining proof of shipment.
Refund Processing
Once the returned item has been received and inspected, we will notify you of the outcome.
Approved refunds are normally processed within 7 business days after inspection.
Refunds will generally be issued to the original payment method.
Your bank or payment provider may require additional time to display the refund after it has been processed.
Original shipping charges and return shipping charges are non-refundable unless required by law or otherwise stated in this policy.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible at:
For faster handling, we recommend contacting us within 7 days of delivery.
Please provide:
- Your order number
- A description of the problem
- Clear photographs or video where appropriate
- Photographs of the packaging where relevant
Depending on the circumstances, we may offer:
- A replacement
- A refund
- Another appropriate solution
In some cases, we may not require the item to be returned.
Lost or Undelivered Orders
If tracking suggests that an order has been lost or has not arrived within a reasonable period, contact us with your order number and tracking information.
We may investigate the shipment with the carrier or fulfilment partner.
If the shipment is confirmed as lost, we will provide an appropriate solution, which may include a replacement or refund.
Incorrect Addresses, Refused or Uncollected Deliveries
Customers are responsible for providing complete and accurate shipping information.
If an order is returned because:
- An incorrect or incomplete address was supplied
- Delivery was refused
- The parcel was not collected when required
we may deduct reasonable shipping, return, or handling costs actually incurred from any refund, where permitted by applicable law.
We will not charge an arbitrary fixed penalty unrelated to the actual costs incurred.
Order Cancellations
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
We will try to cancel the order where processing has not yet progressed too far.
Once an order has been dispatched, it can no longer be cancelled in transit. If the item is eligible, you may instead request a return after delivery under this policy.
Any mandatory cancellation rights available under applicable consumer law remain unaffected.
Exchanges
We do not guarantee direct exchanges for every product.
Where available, the easiest solution may be to return the eligible item and place a new order for the preferred product, size, colour, or variation.
Contact us and we will advise you on the best available option.
Non-Returnable Items
Certain products may not be eligible for change-of-mind returns, including where applicable:
- Personalized or made-to-order products
- Certain hygiene-sensitive products after use or opening
- Gift cards
- Products clearly marked as final sale, where permitted by law
This does not affect your rights where a product is defective, misdescribed, or where applicable law requires a remedy.
Chargebacks & Payment Disputes
If you experience a problem with an order, we encourage you to contact us first so we can try to resolve the issue quickly.
If a payment dispute or chargeback is opened, we may provide the payment provider with relevant records such as:
- Order confirmation
- Delivery and tracking information
- Refund records
- Customer communications
Nothing in this section limits your right to contact your payment provider or exercise rights available to you under applicable law.
International Returns
Depending on the product and fulfilment location, your return address may differ from the original shipping origin.
Always contact us before returning an item so we can provide the correct return instructions.
Do not send returns to an address shown on a parcel label unless we have specifically confirmed that address for returns.
Contact Us
For questions about returns, refunds, cancellations, or damaged items:
Everra Lane
Email: info@everralane.com
Website: everralane.com