Returns & Exchanges Policy

At Evergreenau, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward returns and exchanges process. Please read through our policy below to understand the steps and conditions for returns and exchanges.

1. Eligibility for Returns & Exchanges

You can request a return or exchange under the following conditions:

  • The item must be returned within 14 days of receiving your order.
  • The item must be unused, in its original packaging, and in the same condition that you received it.
  • For hygiene reasons, personal care products (e.g., body wash, hand soap, shampoo, conditioner) cannot be returned if the seal has been broken or the product has been used.
  • Proof of purchase (order confirmation or receipt) is required for all returns and exchanges.

2. How to Initiate a Return or Exchange

To start the return or exchange process:

  1. Contact Us: Email our customer support team at info@evergreenau.com.au with your order number, reason for the return or exchange, and any relevant images (if the item is damaged or defective).
  2. Wait for Approval: Our team will review your request and provide further instructions, including the return address and any applicable return shipping fees.
  3. Pack the Item: Carefully pack the item(s) in their original packaging to prevent any damage during return transit.
  4. Send the Package: Use a trackable shipping service to send the item back to us. Please note that you are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or damaged items).

3. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items marked as final sale or clearance.
  • Opened or used personal care items (body wash, hand soap, shampoo, conditioner).
  • Gift cards and promotional items.

4. Refunds Process

Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund. If approved, your refund will be processed within 5-7 business days. The refund will be issued to your original method of payment.

  • Shipping Fees: Original shipping fees are non-refundable.
  • Partial Refunds: If the item is returned damaged or not in its original condition, we reserve the right to issue a partial refund or reject the return.

5. Exchanges

If you need to exchange an item for a different size, color, or variant, please indicate your preferred option in your initial email to customer support. Exchanges are subject to product availability. If the desired item is out of stock, we will issue a full refund or provide an alternative option.

6. Damaged or Defective Items

If your order arrives damaged or you receive a defective item, please contact us within 48 hours of delivery. Include photos of the damaged product and packaging. We will arrange for a replacement or full refund at no additional cost to you.

7. Order Cancellations

Orders can be canceled within 24 hours of placement if they have not yet been processed. To cancel an order, please contact our support team as soon as possible. Once an order has been dispatched, it cannot be canceled, and you will need to initiate a return once the item arrives.

8. Contact Us

For any questions or concerns regarding returns, exchanges, or refunds, feel free to reach out to us:

  • Email: info@evergreenau.com.au
  • Phone: 61 416 887 323
  • Address: Evergreenau Pty Ltd, 13 RAINSFORD AVE CROYDON PARK, SA 5008, Australia

We are here to ensure a positive shopping experience for every customer. Thank you for choosing Evergreenau!