What Everspring claims cover

Baseline coverage

Our platform-wide baseline exists so every retailer knows what they can generally count on. For claims rooted in fulfilment and shipping, the standard categories are:

• Damage in transit — the product arrives broken or compromised.

• Lost parcel — the carrier doesn't deliver.

• Wrong product shipped — the supplier picked a different SKU than the order.

• Missing item — a line item is absent from a multi-item shipment.

• Dead or seriously declining on arrival — applies specifically to living products.

Think of this list as the common ground: what suppliers and Everspring agree is reasonable to compensate when the fulfilment side of the order fails.

Why it's deliberately high-level

Each supplier operates differently — different packaging standards, different product categories, different care requirements. Rather than forcing a single rigid rulebook, Everspring sets the baseline and lets each supplier define their own supplementary conditions on top.

Find your supplier's specific terms

Every supplier has a page in the platform where their supplementary conditions are visible. That's where you'll find:

• Specific evidence they expect (which photos, video, packaging shots).

• Any deadlines that apply to their products.

• Their policy on edge cases — climate-related decline, seasonal products, specialty care.

Before you start selling a supplier's products, take a minute to read their page. Those conditions are the agreement you're actually working under.

The final decision is the supplier's

Everspring's baseline describes what claims are eligible. The supplier decides whether a specific case is approved. That decision is made in the platform, transparently, based on the evidence you submit. Everspring support is there to keep the process moving — not to overrule the supplier.

What Everspring doesn't cover

Some situations fall outside any Everspring claim, regardless of supplier-specific rules:

• Buyer neglect — over- or under-watering, wrong light, drafts, or other care failures after delivery.

• Normal seasonal appearance changes — yellowing of older leaves, natural dormancy, and other changes that are part of how living plants grow.

• Cosmetic variation between the product photo and the actual plant — as long as the plant meets the spec on the product page. Living products aren't identical to their stock images.

• Change of mind — the customer simply doesn't want it anymore. That belongs in your webshop's own return policy.

For those cases, the right tool is your own return policy. More on that in Your role as the reseller.