Refund policy

Last updated: August 23, 2026

Seller information

Everglow Love is the operating name used by Chinedu Egbo, a sole proprietor based in Edmonton, Alberta, Canada.

This policy applies to products purchased directly through www.everglowlove.com and delivered to eligible addresses in the United States, Canada, and international destinations available through checkout.

Made-to-order products

All Everglow Love products are made to order after a customer completes a purchase. Some products also include customer-selected personalization, messages, photographs, finishes, colours, sizes or other options.

Because products are produced specifically for each order, we do not accept voluntary returns, exchanges or refunds for buyer’s remorse or change of mind.

This restriction does not affect claims involving verified damaged, defective or incorrect products or any right that cannot lawfully be excluded under applicable consumer law.

Buyer’s-remorse and change-of-mind returns

We do not accept returns, exchanges or refunds because a customer:

• Changed their mind;
• No longer wants or needs the product;
• Selected the wrong product, size, colour, finish, design or option;
• Provided an incorrect name, date, message, image, spelling or capitalization;
• Ordered an incorrect quantity;
• Provided an incorrect or incomplete delivery address; or
• Dislikes a product that was manufactured according to the confirmed order information.

Damaged, defective or incorrect products

Contact us within 30 calendar days after the recorded delivery date if a product:

• Arrives damaged;
• Has a production or manufacturing defect;
• Is materially different from the product and options confirmed in the order;
• Contains an error caused during production rather than an error submitted by the customer; or
• Is not the product ordered.

The 30-day claim period begins on the delivery date shown by the carrier, not the purchase date or shipment date.

How to submit a claim

Email support@everglowlove.com and provide:

• The order number;
• The customer’s full name and email address used for the order;
• A clear description of the issue;
• Clear photographs of the complete product and affected area;
• Photographs of the packaging and shipping label when relevant; and
• A short video if reasonably requested to evaluate the issue.

Do not discard the product or packaging until the claim review has been completed.

Claim review

We will review the order record and submitted evidence to determine whether the issue resulted from production, fulfillment, delivery or customer-provided information.

Submitting a claim does not automatically guarantee a replacement or refund. We may request reasonable additional information needed to assess the claim.

Available remedies

After a claim is verified, Everglow Love may provide an appropriate remedy such as:

• A replacement or remake of the affected product;
• A replacement of the affected component;
• A partial refund when only part of the order is affected; or
• A full refund when a replacement is unavailable, inappropriate, legally required or otherwise approved.

A replacement or remake provided to correct a verified defect or fulfillment error is not treated as a voluntary product exchange.

Voluntary exchanges

We do not offer voluntary exchanges for another product, size, colour, finish, design or customer-selected option.

Return method

Physical returns are accepted by mail only and only after written authorization from Everglow Love.

We do not accept in-person returns, customer drop-offs or unauthorized mailed returns.

Do not send a product to the Edmonton operating address or directly to a ShineOn production facility unless that exact address is provided in written return instructions for the claim.

Authorized return instructions

If a physical return is required, Everglow Love will provide:

• The authorized return address;
• Packaging and mailing instructions;
• Any required return authorization reference; and
• A prepaid return label or written reimbursement instructions for an approved reasonable return-shipping cost.

An authorized return must normally be sent within 14 calendar days after the customer receives the return instructions.

Return-shipping costs

Everglow Love will cover the authorized return-shipping cost when a physical return is required for a verified damaged, defective or incorrect product.

Unauthorized shipping costs, premium shipping upgrades and packages sent to an unapproved address will not be reimbursed.

Condition of authorized returns

A returned product may be opened and reasonably handled to inspect and document the reported issue.

The product must not contain damage, alteration, misuse or excessive wear unrelated to the original claim.

All requested components, accessories and packaging must be included when reasonably available.

Restocking fees

We do not charge a restocking fee for an authorized return involving a verified damaged, defective or incorrect product.

Refund method

Approved refunds are issued to the original payment method used for the order.

We cannot issue a refund to a different card, bank account or payment method.

Refund-processing time

Everglow Love normally initiates an approved refund within 5 business days after the claim is approved.

If a physical return is required, the processing period begins after the authorized return has been received and reviewed.

After a refund is initiated, the payment provider or financial institution may require approximately 5–10 additional business days to post the credit.

Original shipping charges

Original shipping charges are not normally refundable.

Original shipping charges may be refunded when:

• The order is successfully cancelled before fulfillment;
• The shipping charge was collected incorrectly;
• The complete order is refunded because of a verified Everglow Love or fulfillment error; or
• A refund of the shipping charge is required by law.

Order changes and cancellations

Our order cutoff is 2:00 PM Mountain Time (MT), Monday through Friday.

Mountain Time means the local time observed in Edmonton, Alberta.

Orders can enter production quickly. Contact support@everglowlove.com immediately to request a change or cancellation.

A change or cancellation is possible only before production begins and is not guaranteed.

Customer-provided information

Customers are responsible for reviewing all names, dates, messages, uploaded images, spelling, capitalization, product options and delivery addresses before completing checkout.

A product manufactured according to the customer’s submitted and confirmed information is not considered defective solely because the customer provided incorrect information.

Lost or delayed shipments

A lost or delayed shipment is handled as a delivery claim rather than a product return.

Contact Everglow Love promptly if the normal estimated delivery period has passed, tracking has stopped updating for an unusual period, or tracking indicates that the shipment may have been lost in transit.

Lost-in-transit claims should be submitted within 30 calendar days after the estimated delivery date so that we can investigate the shipment and, where applicable, submit a claim with the fulfillment provider or carrier.

We may ask the customer to confirm delivery information, contact the carrier or provide information reasonably required for the investigation.

Consumer rights

Nothing in this policy excludes, restricts or limits any warranty, right or remedy that cannot lawfully be excluded under applicable consumer-protection law, including mandatory rights that may apply in the customer’s country or region.

Contact information

Everglow Love
Operated by Chinedu Egbo, Sole Proprietor
995 Rutherford Rd SW
Edmonton, Alberta T6W 0B9
Canada

Email: support@everglowlove.com
Phone: +1 780-932-6119
Support hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time (MT)

We are closed on weekends and Alberta statutory holidays.