Everlynice: Shipping, Refund & Return Policy

1. Shipping & Fulfillment Policy

Processing & Fulfillment Times For International Inventory Orders

Order Processing: All orders are processed and prepared for shipping within 2 business days (Monday–Friday).

Cut-off Times: Orders placed before 2:00 PM EST enter our processing queue the same day.

Holidays: Our fulfilment centre is closed on major US Federal holidays, including New Year's Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

Estimated Shipping Windows

These estimates include both the processing time and the time the carrier takes to deliver the package:

• US Domestic (Standard): 5–9 business days approx.
• US Domestic (Expedited): 5–7 business days approx.
• International Shipping: 12–16 business days approx.

Note: These timeframes are estimates provided by carriers (USPS, UPS, GlobalPost) and are not guaranteed.

International Orders

Duties & Taxes: Recipients are responsible for all customs duties, taxes, or local import fees.

Customs Delays: International packages may occasionally be delayed by customs for up to 6 weeks.

Processing & Fulfillment Times For Domestic Inventory Orders

Everlynice strive to deliver your orders across Rwanda with speed and transparency. Our shipping practices align with RURA (Rwanda Utilities Regulatory Authority) guidelines for postal and courier services.

Delivery Timelines:

• Kigali: Orders are typically delivered within 24–48 hours.
• Upcountry (Provinces): Delivery takes 3–5 business days.
• Maximum Delivery Period: In accordance with consumer protection standards, if a product is not delivered within 30 days, you have the right to terminate the contract and receive a full refund.
• Shipping Fees: Rates are calculated at checkout based on the delivery location and the weight/volume of the package.
• Order Tracking: Once dispatched, you will receive an SMS or email notification with a tracking number or the contact details of our delivery partner.
• Proof of Delivery: A signature or digital confirmation is required upon receipt. Please inspect the package for any visible damage before signing.

2. Refunds & Order Credits

Our policy is designed to respect the Right of Withdrawal and ensure fair trade as per Rwandan Law.

Right of Withdrawal (7-Day Return)

Under Rwandan e-commerce practices, you have the right to withdraw from a distance contract without penalty and without giving a reason within 7 calendar days of receiving the goods.

• Condition: The item must be in its original packaging, unused, and in the same condition that you received it.
• Exclusions: This does not apply to perishable goods (food), personalised items, or sealed health/hygiene products once opened.

Quality & Delivery Guarantee

Everlynice will provide a free reshipment or a full account credit if you encounter any of the following issues:

• Incorrect Items: You received a different product or label than what was ordered.
• Damaged Goods: The product arrived with the inner safety seal broken or open.
• Expired Product: The items received are past their expiration date.
• Lost in Transit: Domestic orders that do not arrive within 30 days, or international orders that do not arrive within 45 days.

How to File a Claim

To be eligible for a reshipment or credit, you must contact our support team within 30 days of receiving your order (or the expected delivery date). Please provide:

• Your order number.
• Photo evidence of the incorrect or damaged item.
• A photo of the lot number and expiration date (found on the bottom of the bottle).

1. Our team will verify the request against our policy.
2. We will coordinate a pickup or provide a drop-off location in Kigali or at one of our provincial hubs.

General Returns (Change of Mind)

If you wish to return a product for reasons other than a quality defect:

• Items must be returned to our centre in their original, unopened, and resalable condition.
• Once confirmed, we will issue a credit for the product cost only. Original shipping and fulfilment fees are non-refundable.
• Opened or damaged returns are not eligible for credit.

Missing Packages (Marked as Delivered)

If your tracking information confirms the package was "Delivered" but you cannot locate it, Everlynice is not financially liable for the loss or theft.

Consumer Redress

In the event of a dispute that we cannot resolve directly, consumers in Rwanda have the right to lodge a formal complaint with the Rwanda Inspectorate, Competition and Consumer Protection Authority (RICA) or RURA.