Refund policy

Personalised Orders

Every Everkept orb is made for one person. Once we begin loading your video, the orb carries your footage and cannot be resold to anyone else.

Before personalisation begins, you may cancel your order for any reason and receive a full refund. Personalisation begins when we start loading your submitted video onto your orb.

After personalisation begins, we cannot accept returns or refunds for change of mind, a change in circumstances, or a decision that the gift is no longer needed. This is standard for personalised goods and is why we send you a confirmation video for approval before anything ships.

Your approval step. Before we ship, we load your video, test the orb, film a short clip of it playing your footage, and send that clip to you. Nothing is dispatched until you confirm you are happy with it. If something is wrong at that stage — wrong video, poor quality footage, an error on our side — tell us and we will fix it at no cost before shipping.

If your orb arrives faulty or damaged, none of the above applies. Personalisation does not remove your rights. Contact us within 7 days of delivery with a photo or video of the fault and we will repair, replace or refund it. Your rights under the Consumer Protection Act, including the six-month period covering goods that are defective or not of good quality, remain fully intact.

What we will always do: if we cannot deliver what you paid for, you get your money back.