How a refund after a claim reaches you
A refund after a claim always goes to your eWallet, never to your bank account, and the claim then shows Refunded to your eWallet; the eWallet lists it as a Refund. The supplier chooses a full refund or a fixed amount: the terms give the product price plus its share of shipping and handling, including VAT, and for a plant that stays usable a part of it, half for a clear defect, a quarter for a minor one. If the supplier cannot deliver a new product within 5 working days, you get a refund. A refund is possible up to 90 days after the order date. For a Trade Direct order you settle the refund with the supplier directly.
Changes
- Added to the knowledge base.
More about Claims
Explanation
Reshipment
A reshipment is a free replacement that the supplier sends after a claim, for products that arrived damaged, wrong or not at all.
Explanation
Claim
A claim reports a problem with delivered products: damage in transit, a plant that arrived dead or badly weakened, a lost parcel, a wrong product or a missing product.
Rule
What the Everspring guarantee covers
The Everspring guarantee applies at every supplier and always resolves five situations: damage in transit, a plant that arrives dead or badly weakened, a lost parcel without proof of delivery, a wrong product and a missing product.
Rule
When and how to file a claim
File a claim within 7 days after delivery, from the order; later is not possible, at any supplier.
Rule
Who decides on a claim
The supplier decides on your claim and replies within 2 working days in the claim conversation.