Refund policy

Last updated: November 3, 2026

This Refund Policy explains what you can do if something is wrong with your order. Everloop sells a cat-shaped personal safety alarm keychain, which is not personalized. Nothing in this policy limits your statutory rights under the consumer laws of the country or state where you live.

1. Summary

If your item arrives damaged, defective or not working, is not the item you ordered, or we made any other mistake with your order, tell us within 90 days of delivery (or of the day you received it) and we will replace it for free or refund you in full. We accept returns only in these cases. You can cancel for free before your order ships. For any request, email us first at helpsgilded@outlook.com with your order number. We cannot accept a package that is sent back without a prior request.

2. Damaged, defective, not working or wrong item

You are covered if your alarm arrives damaged or defective, does not work, is not the item you ordered (for example, the wrong color), or if we made any other mistake with your order. To make a claim, email us within 90 days of the delivery date and include:

  • your order number, and
  • a clear photo or a short video that shows the problem (for example, the damage, or the alarm not sounding when the pin is pulled).

Once we confirm the problem, we will send you a free replacement or refund the full amount you paid for the affected item, including any sales tax charged on it. If you prefer one option, tell us in your email. You do not need to send back the item unless we ask you to. If we do ask, we will pay the cost of returning it (see section 3).

3. Returns

We accept returns only for the reasons in section 2, within 90 days of delivery or receipt. Returns for any other reason (for example, because the item was not what you expected) are not accepted, except where the law gives you a right to withdraw (see section 6).

  • Write to us first. Email us with your order number before you send anything. We cannot accept a package that is sent back without a prior request, and we cannot refund an item that never reaches us.
  • We pay for the return. If we ask you to send the item back, we pay the cost of the return: we will email you a prepaid label or reimburse the postage. Please use the return address we give you in our reply, which may differ from the address in our Legal Notice.
  • What you get. Once we approve your request, you receive a free replacement or a full refund, as you prefer. If we asked you to send the item back, we approve your request when we receive it.

We do not offer direct exchanges. If you would like a different color, you can place a new order.

4. Cancelling an order

You can cancel your order free of charge before it ships. Email us as soon as possible with your order number: we can only cancel an order that has not yet been handed to the carrier. We will refund the full amount to your original payment method. Once your order has shipped, it can no longer be cancelled. If there is a problem with it when it arrives, see section 2 (or section 6, if it applies to you).

5. Lost, delayed or not received packages

Please read this section together with our Shipping Policy.

  • Tracking has not moved in 30 days, or says delivered but you did not receive it: email us. Before you write, please check with your household, neighbors, mailbox or building office and local carrier. We will investigate with the carrier.
  • Confirmed loss: if the loss is confirmed, we will send a free replacement or refund the full amount you paid.
  • Several units: they may arrive in separate packages on different dates. Please wait for all of them before reporting a missing item, unless a package meets one of the conditions above.
  • Late shipping: if we cannot ship within the time we told you, we will give you a revised date and the choice to accept the delay or to cancel for a prompt full refund, as required by the U.S. FTC Mail, Internet, or Telephone Order Merchandise Rule.

6. Customers in the EU, EEA and the UK (where we ship)

This section applies only where we ship to the EU, the EEA or the UK. If we ship to your country and you are a consumer there, you have the legal right to withdraw from your purchase within 14 days after you receive the goods, without giving a reason (Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013). This is a statutory right that applies because the law requires it. It is separate from the returns described in sections 2 and 3.

  • How to withdraw: tell us clearly by email before the 14 days end. No special form is needed. Send the goods back without undue delay and within 14 days after you tell us. You bear the direct cost of returning them.
  • Condition: you may inspect the goods as you would in a shop. You are only liable for loss in value caused by handling beyond that.
  • Refund: within 14 days after we receive your withdrawal notice. We may wait until we have the goods back or you show proof that you sent them. Standard delivery is free, so there are no delivery costs to refund.

After the first 14 days, sections 2 and 3 apply, including the 90-day period for damaged, defective or wrong items. You also keep your legal rights if goods are faulty or not as described (the legal guarantee of conformity in the EU and the Consumer Rights Act 2015 in the UK).

7. How refunds are issued

Refunds go back to your original payment method within 10 business days after we approve your request. Your bank may need extra time to show the refund. If you have not seen it after that time, please contact us.

8. Payment disputes

If you have a problem with your order, please contact us first: we can usually resolve it faster than a payment dispute. You keep your right to dispute a charge with your bank or card issuer at any time.

9. Contact

Email: helpsgilded@outlook.com
Postal address: HC-4 BOX 54199, Morovis, PR 00687, United States

We reply within 24-48 working hours, Monday to Friday. We do not offer telephone support. Please do not send a return to this address without contacting us first.