Refund Policy / Rückgabe & Erstattung

Refund Policy / Rückgabe- und Erstattungsrichtlinie

Last updated: 2026-06-18

What this covers

Our products are personalised digital memory reels — there is no physical item to return.
This policy explains (1) your statutory rights and (2) our voluntary satisfaction guarantee.

1. Your statutory rights

  • Right of withdrawal: consumers have a 14-day right of withdrawal where applicable. Because

our reels are made to your individual specification and supplied as a digital service, this right
can be excluded or expire — the conditions are set out in full in our separate **Right of
Withdrawal** notice.

  • Warranty: statutory warranty rights for defects remain unaffected. If a delivered reel is

faulty (e.g. corrupted file, fails to match the agreed scope), tell us and we will correct or
re-supply it.

2. Our 60-day satisfaction guarantee (voluntary)

On top of your statutory rights, we offer a goodwill guarantee:

  • This applies to paid orders (Keepsake / Heirloom / Legacy). The First Look is already free.
  • Refunds go back to your original payment method, normally within 14 days of your request.
    • This guarantee is voluntary and additional; it does not limit your statutory rights above.

      • 3. How to request a refund

      Email team.everstory@gmail.com with "refund" in the subject and your order number. We'll confirm and
      process it. Questions: team.everstory@gmail.com · +49 176 72027558.

      4. Provider

      Johannes Kantorczyk, Landsberger Straße 185, 12623 Berlin, Deutschland / Germany.