Understand claims and refunds
How claims and refunds work at Everspring — a fair, in-platform process between you and your supplier, facilitated by us.
Written By Bas den Hoed
Everspring is a network, not a judge
Everspring connects retailers and suppliers. When something goes wrong with an order — a damaged plant, a lost parcel, a wrong item — our job is to keep the process fair, fast, and fully inside the platform. We facilitate. We don't overrule.
Fair dealing, in-platform
Every claim and every refund happens inside Everspring. You file it from the order, upload photos or a short video, and your supplier sees it the moment you submit. That transparency is the point: both sides see the same evidence, the same messages, and the same timeline.
The supplier makes the final call
Because Everspring isn't the seller of the product, we don't decide whether a claim is approved. Your supplier does. Our claim policy sets the ground rules for fair, honest, ethical dealing — the supplier applies those rules to your specific case. If they approve, your eWallet is credited automatically. If they decline or need more info, you'll see it directly on the order.
Not everything is a claim
End-customer neglect, change of mind, or normal plant behaviour falls outside Everspring. Those live in your own webshop's return policy. See the full list in What Everspring claims cover.
Each supplier adds their own rules on top
Our standard coverage is a baseline that every supplier commits to. On top of that, each supplier can set their own supplementary conditions — packaging standards, product-specific care requirements, delivery windows, evidence they expect. You'll find those on the supplier's page in the platform. Worth reading before you list their products in your webshop.
Your role as the reseller
You are the first stop for your end customer. Before you submit a claim, you verify it's legitimate — especially now that AI-generated complaints are becoming more common. Think of yourself as the gatekeeper: filter frivolous or automated complaints, gather real evidence, and only then open a claim with the supplier. That discipline is what keeps the whole network healthy.