Refund Policy

We stand behind the journey. If it is not right for you, contact us within 30 days of receiving your first shipment. To qualify for the guarantee, every physical item received must be returned in its original condition. The customer is responsible for return postage.

• Monthly: We refund the first monthly payment and cancel every future renewal.
• Season: We refund the first season payment and cancel every future renewal.
• Full Journey: We refund the entire $595 purchase price and stop every remaining shipment. The Full Journey is not prorated under this guarantee.
• Digital access: A full refund revokes the eBooks, soundtracks, and digital companion access included with the refunded purchase.

The refund is issued after the complete return is received and inspected. This guarantee does not make damaged or defective items your return-shipping responsibility; those are handled separately below.

Monthly customers may cancel before the next renewal to stop that charge and every later shipment. Outside the 30-day first-shipment guarantee, payments for episode boxes already fulfilled are not refundable. The monthly journey ends automatically after Episode XII.

• Before September 1: A preorder may be canceled for a full refund any time before the first shipment leaves us.
• Season renewals: Cancel before December 1, March 1, or June 1 to prevent that charge and all later charges. A Season plan has no more than four charges total and ends automatically after the June 1 fulfillment.
• Charged but not shipped: If a Season payment has already been charged but that seasonal box has not shipped, you may cancel and receive a refund for that unshipped season. Every later renewal and shipment will also stop.
• Already fulfilled seasons: Outside the 30-day first-shipment guarantee, payments for fulfilled seasons are not refundable. Canceling future seasons does not remove digital access already unlocked for seasons you kept.
• Full Journey: The $595 purchase is a single payment and does not renew. Outside the 30-day first-shipment guarantee, it is not eligible for a partial refund simply because later shipments are no longer wanted.

Customers on the original episode-by-episode subscription remain on their existing monthly fulfillment and billing schedule. Their 30-day first-box guarantee applies to the first episode box received under that subscription. Canceling stops future renewals but does not refund boxes already fulfilled outside that guarantee.

Season 1 and Full Journey gifts are prepaid, non-renewing purchases. An unredeemed gift may be canceled for a full refund. If a new gift has been redeemed but its shipment has not left us, it may still be canceled and fully refunded. After a first shipment is delivered, the same 30-day return conditions above apply: every physical item received must be returned in its original condition, and the customer pays return postage.

Every approved gift refund is issued to the original purchaser's payment method, not to the recipient. A full refund cancels all remaining gift shipments and revokes the digital access included with that gift. Existing legacy gift codes continue under the terms presented when they were purchased.

Add-on products (candles, tea blends, and combo packs) may be returned within 14 days of delivery for a full refund, provided they are unused and in their original packaging. Please contact us to initiate a return. The customer is responsible for return postage unless the item arrived damaged, defective, or incorrect.

If an item arrives damaged or defective, contact us within 14 days of delivery with photos of the item and packaging. We will send a replacement at no additional cost, or issue a refund if a replacement is unavailable. You will not be charged return postage for a damaged, defective, or incorrect item.

To request a refund, please:

1. Email us at support@everlorehollow.com with your order number and reason for the refund request.
2. If a return is required, we will provide the return address and packing instructions. Return postage for the 30-day satisfaction guarantee is paid by the customer.
3. Refunds are processed within 5–10 business days after we receive and inspect the returned items, or after we approve a request that does not require a return.
4. Refunds are issued to the original payment method used for the purchase.

The following are not eligible for refunds:

• Redeemed legacy gift codes
• Season payments already fulfilled outside the first-shipment guarantee
• Partial Full Journey returns outside the first-shipment guarantee
• Add-on products returned after their 14-day return window
• Items that have been used, opened (for consumables), or are not in their original condition, except when reported as damaged or defective

Due to the nature of our subscription boxes (each box is unique to its episode), we do not offer exchanges. If you received a damaged or incorrect item, we will send a replacement instead.

For refund questions or to initiate a return, please contact us at support@everlorehollow.com.