Refund policy

Effective Date: July 10, 2026

1. Overview

At Evergreen Al Fresco, we stand behind the quality of our products. This policy explains when and how returns, exchanges, and refunds are accepted for purchases made through evergreenalfresco.com.

Summary

  • Region: United States
  • Return window: 30 days for unused items; damaged/incorrect items must be reported within 48 hours
  • Return eligibility: Returns accepted for both defective and non‑defective items if they meet policy conditions
  • Return shipping: Customer pays return shipping for non‑defective returns; defective/incorrect items receive a prepaid label
  • Restocking fee: 25% on approved non‑defective returns. Not applicable for custom-made orders, which are non-returnable.

2. Contact Information

To start a return or report damage, contact our customer service team:

  • Email: hello@evergreenalfresco.com
  • Phone: 1‑907‑336‑7320
  • Hours: Monday–Friday, 9 AM–5 PM AKST
  • Evergreen Al Fresco is an online-only retailer with no physical store location.

3. Eligibility for Returns

  • The item arrived damaged, defective, or incorrect (reported within 48 hours)
  • The customer wishes to return a new, unused item within 30 days of delivery
  • The item includes all original packaging and accessories

Used or installed items cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours and include:

  • Your order number
  • Photos of the issue
  • A brief description

Approved claims receive a prepaid return label. Please refer to our Shipping Policy for details regarding documenting and reporting damage to us.

5. Return Shipping & Fees

  • Non‑defective returns: Customer is responsible for return shipping.
  • Defective/incorrect items: Evergreen provides a prepaid return label.
  • Restocking fee: A 25% restocking fee applies to non‑defective returns.
  • Exchanges: Exchanges for the same item do not incur a restocking fee. Customer is responsible for return shipping, and supplier/Evergreen will pay for the shipping of the replacement.

Items must be shipped within 7 days of return approval.

6. Refunds & Replacements

  • Refunds are issued to the original payment method within 7 business days after receipt of returned product. Refund will be issued to original payment method.
  • You may choose a replacement instead of a refund.

7. Exchanges

We accept exchanges for both defective and non‑defective items if they meet return conditions. Replacement items ship after the original item is received and approved.

8. Non‑Returnable Items

We cannot accept returns for:

  • Items reported after 48 hours (for damage/incorrect shipments)
  • Items damaged due to misuse or neglect
  • Custom, made-to-order items (e.g., Meadow Creek) are non-returnable.
  • Items assembled or used.
  • Items not in original packaging.

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible; the return process must be followed

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.