Returns & Refund Policy

Last updated: 21 August 2026

At Evermont Wellness, we want you to feel confident when purchasing from us. If you change your mind about your purchase, or if there is a problem with your order, we are here to help.

Evermont Wellness is a trading name of Evermont Commerce Ltd, a company registered in the United Kingdom.

This policy explains our returns, cancellations, refunds and faulty-product procedures. Nothing in this policy affects your statutory rights as a consumer under UK law.

1. Your statutory cancellation rights

If you purchase a product from us online as a consumer, you generally have the legal right to cancel your order within 14 days of receiving the goods, without having to provide a reason.

Once you notify us that you wish to cancel, you generally have a further 14 days to return the goods.

These statutory cancellation rights are separate from any additional 30-day returns policy we may offer.

To exercise your right to cancel, please contact us at:

returns@evermontwellness.co.uk

You may simply provide your order number and clearly state that you wish to cancel your order.

For full details of your statutory rights, please refer to the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

2. Our 30-day returns policy

In addition to your statutory cancellation rights, we offer a 30-day returns period for eligible products.

You may request a return within 30 days of receiving your order.

For a change-of-mind return under our 30-day policy, products should be:

• Unused and in their original condition
• In their original packaging, where reasonably possible
• Complete with all accessories, manuals and components
• Free from damage, marks or signs of use
• Suitable for resale

We may reduce the amount of any refund where the value of the goods has been reduced because they have been handled beyond what would reasonably be permitted in a shop.

This does not affect your statutory rights where a product is faulty, not as described or otherwise does not conform to the contract.

3. Large, heavy and specialist products

Some of the products sold by Evermont Wellness are large, heavy or specialist items, including wellness and recovery equipment.

For these products, returns may require specialist collection or transportation.

Please do not arrange for a large or heavy product to be returned independently unless we have specifically instructed you to do so.

We will provide you with instructions for returning or arranging collection of the product.

For change-of-mind returns, the customer may be responsible for reasonable return or collection costs where permitted by law and where these costs have been communicated before purchase.

Where a product is faulty, damaged on arrival or incorrect, we will work with you to arrange an appropriate return, collection, repair, replacement or refund in accordance with your statutory rights.

4. Products that have been assembled or installed

If you change your mind about a product after it has been assembled, installed or connected, please contact us before attempting to dismantle or return it.

Where a product has been handled beyond what is reasonably necessary to inspect it, we may take into account any reduction in value caused by that handling, where permitted by law.

For large or installed products, we may need to arrange an appropriate collection or inspection before a return can be completed.

This does not affect your statutory rights in relation to faulty or non-conforming products.

5. Damaged, defective or incorrect items

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives:

• Damaged
• Defective
• Incomplete
• Different from what you ordered
• With missing parts or accessories please contact us at returns@evermontwellness.co.uk as soon as possible.

Please include:

• Your order number
• A description of the issue
• Photographs or video showing the issue, where appropriate
• Photographs of the packaging if the product appears to have been damaged during delivery

This information helps us investigate the issue quickly and work with you and, where appropriate, the manufacturer or delivery partner to resolve it.

Depending on the circumstances and your statutory rights, we may arrange a repair, replacement, collection, refund or another appropriate remedy.

Your statutory rights regarding faulty or non-conforming goods are not affected by this policy.

6. Faulty products

If a product develops a fault, please contact us before attempting to repair, modify or dismantle it.

Depending on the nature of the fault and when it occurs, your rights may include repair, replacement, price reduction or refund.

Under UK consumer law, consumers have specific rights in relation to faulty or non-conforming goods, including a short-term right to reject faulty goods in qualifying circumstances and further rights to repair, replacement or other remedies.

Where a product is covered by a manufacturer's warranty, we may also assist you with the warranty process. A manufacturer's warranty does not replace or limit your statutory consumer rights.

7. Products that cannot be returned

Certain products may be excluded from cancellation or return rights where permitted by law.

This may include:

• Bespoke or personalised products
• Products made to your specific requirements
• Products that are sealed for health or hygiene reasons where the seal has been broken
• Products which cannot be returned for legal, health, safety or hygiene reasons
• Products that have been materially altered, modified or damaged after delivery

Where an exception applies, this will be made clear to you before or at the time of purchase.

Nothing in this section affects your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

8. Sale and promotional items

Products purchased during a sale or promotional period are subject to the same statutory consumer rights as products purchased at full price.

Our additional 30-day returns policy may apply to sale products unless the product is specifically identified as non-returnable before purchase.

We will never use a sale or promotional price to remove your statutory rights.

9. Exchanges

We do not generally offer direct exchanges.

If you would like a different product, the simplest option is usually to return the original product in accordance with this policy and place a new order for the product you would like.

This does not affect any statutory rights you may have if the original product is faulty or does not conform to the contract.

10. How to request a return

To request a return, contact:

returns@evermontwellness.co.uk

Please provide:

• Your full name
• Order number
• Product you wish to return
• Reason for the return
• Any relevant photographs or supporting information

Please do not send a product back without first contacting us.

We will review your request and provide the appropriate return or collection instructions.

For large or specialist products, we may arrange collection rather than asking you to return the product yourself.

11. Return costs

For a change-of-mind return, you may be responsible for the reasonable cost of returning the product where permitted by law.

For large, heavy or specialist products, we will advise you of any applicable return or collection costs before the return is arranged.

Where a product is faulty, damaged on arrival, incorrect or otherwise does not conform to the contract, we will meet the appropriate costs associated with resolving the issue where required by law.

12. Refunds

Once we receive your returned product, or otherwise confirm that you are entitled to a refund, we will process your refund in accordance with applicable consumer law.

For statutory cancellations, refunds will generally be made within 14 days of the relevant point required by law. This may be after we receive the returned goods or receive evidence that they have been sent back, depending on the circumstances.

Where a statutory cancellation applies, we will refund the cost of standard delivery originally paid. If you selected a more expensive delivery service, we are generally only required to refund the cost of the least expensive standard delivery option we offered.

Refunds will normally be made to the original payment method.

Please note that your bank or payment provider may take additional time to make the refunded funds available in your account.

13. Reduction in refund for handling or damage

When exercising a statutory cancellation right, you are generally entitled to inspect and handle goods to the extent necessary to establish their nature, characteristics and functionality.

However, if the value of the goods has been reduced because they have been handled beyond what would reasonably be permitted in a shop, we may be entitled to make an appropriate deduction from the refund.

This is particularly relevant to large or specialist equipment that has been assembled, installed, operated or otherwise used beyond what is reasonably necessary for inspection.

14. Delivery damage

If your product appears to have been damaged during delivery, please contact us as soon as possible and provide photographs of the product and packaging where possible.

Please retain the original packaging until we have advised you what to do.

We will investigate the issue and arrange an appropriate resolution.

15. Proof of purchase

We may request reasonable evidence that the product was purchased from Evermont Wellness, such as an order number, confirmation email, receipt or other proof of purchase.

16. Statutory rights

Nothing in this Returns & Refund Policy limits, excludes or replaces your statutory rights under UK consumer law.

If a product is faulty, not as described, does not match its description or does not meet the standards required by law, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances.

If there is any conflict between this policy and your statutory rights, your statutory rights will take precedence.

17. Contact us

If you have any questions about returns, cancellations, refunds or faulty products, please contact:

Evermont Wellness
Trading as Evermont Commerce Ltd
United Kingdom

Returns: returns@evermontwellness.co.uk
General enquiries: info@evermontwellness.co.uk

We are happy to help you understand the appropriate process for your order.