Who decides on a claim
The supplier decides on your claim and replies within 2 working days in the claim conversation. If the supplier asks you a question, reply within 5 working days; otherwise the supplier may close the claim. The supplier chooses between a new product and a refund; when it cannot deliver a new product within 5 working days, you get a refund in your eWallet. If you cannot agree, ask Everspring from the conversation to mediate: Everspring judges the claim by its terms and its claim policy, and a supplier cannot be stricter than those terms.
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.