Our Promise to You — Return & Refund Policy

Our Compassion & Quality Guarantee

Every EverGlow box is made specifically for your pet — and we take that responsibility seriously.

Because this product carries real emotional weight, we built our entire process around one promise: you see it before we ship it. That preview is your protection. If it doesn't look like them, we fix it — free, as many times as it takes — before production ever begins.

This policy exists to make sure you feel completely safe placing this order.

Cancellations & Custom Product Policy

Because each Pet Hologram Memorial Box is personally prepared for your specific pet, our process has two distinct stages:

• Before Digital Preview Approval: You may cancel your order for a full, 100% refund at any point before you formally approve your digital pet preview. If you feel the preview does not meet your expectations, you are fully protected by our guarantee.

• After Digital Preview Approval: Once you click to approve your digital asset preview, our design team locks in the files, programs the hardware firmware, and places the box into final custom production. Because this item is uniquely personalized to your pet, we cannot accept physical returns, cancellations, or offer refunds once the custom hologram has been approved and activated.

Hardware Defect & Transit Damage Protection

While the custom digital artwork cannot be refunded after your explicit approval, we completely safeguard your physical hardware investment.

Please inspect your order immediately upon physical arrival. If the memorial box, glass, screen, charging components, or internal tech are defective, damaged during shipping, or if you receive the incorrect physical model, please contact us right away at hello@everglowpets.shop.

We will evaluate the issue immediately and arrange a complimentary replacement unit or replacement hardware components to make it right.

How to Initiate a Hardware Support Ticket

To report a damaged, broken, or defective physical unit, please email us at hello@everglowpets.shop with:

1. Your order number.

2. A brief description of the issue.

3. A clear photograph or short video clip showing the physical defect or damage.

If a physical return of the defective hardware is required for inspection, we will provide a prepaid return shipping label via email, along with detailed instructions on where to dispatch the package. Physical items sent back to us without a prior authorized support request will not be accepted.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel your order within 14 days, for any reason and without justification, provided the custom digital asset has not yet been approved or activated by you.

Once digital personalization approval is granted, the standard legal exception for custom-made, personalized goods under EU consumer law applies, and the order becomes non-refundable. For unapproved or non-customized physical items, merchandise must be returned in its original packaging with proof of purchase.

Refunds on Order Cancellations

If you cancel your order prior to preview approval, your refund will be automatically processed back to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the transaction to your account.

If more than 15 business days have passed since your cancellation was confirmed and you have not received your funds, please reach out to our support team at hello@everglowpets.shop.