Refund policy

Return, Cancellation and Refund Policy

Last updated: 23 September 2026

This policy applies to purchases made from EverSealed, a trading name of Slim and Smart Ltd.

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.

1. Contacting EverSealed

To cancel an order, request a return, report a problem, or request the return or replacement of a stored letter, please contact:

Email: support@eversealed.co.uk

Please include your name, order number, and EverSealed Reference Number where applicable.

Please do not send products, preserved letters, replacement letters, or stored items to us without first receiving the correct return instructions.

2. Physical Products, Writing Kits and Accessories

Physical products may include Writing Kits, letter paper, envelopes, pens, Memory Boxes, Family Legacy Boxes, preservation kits, and other accessories.

For most standard physical products purchased online, you may cancel your purchase without giving a reason within 14 days beginning on the day after you receive the goods.

You must inform EverSealed of your decision to cancel before the cancellation period expires.

After notifying us of your cancellation, you must return the goods within 14 days.

3. Condition of Returned Physical Products

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

Returned products should be complete and, where reasonably possible, returned with their original packaging and included accessories.

If a product has been used, damaged, altered, or handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality, we may reduce the refund to reflect any resulting reduction in value.

Writing paper, envelopes, pens, seals, packaging, and other kit contents that have been used, written on, damaged, or are incomplete may have a reduced refund value.

4. Return Postage for Change-of-Mind Returns

Unless EverSealed agrees otherwise, the customer is responsible for the direct cost of returning a physical product when the return is due to a change of mind.

We recommend using a tracked postal service and retaining proof of postage. The customer remains responsible for the returned product until EverSealed receives it.

EverSealed will cover reasonable return costs where a product is faulty, damaged on arrival, incorrectly supplied, or not as described.

5. Refunds for Physical Products

Where a valid cancellation applies, we will refund the price paid for the returned physical product.

Where required by law, the refund will also include the cost of the least expensive standard delivery method offered for the original order. Additional costs resulting from an upgraded, express, or premium delivery method are not refundable unless required by law.

Where delivery was included within the product price, the applicable refund will be calculated in accordance with your statutory rights.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Refunds will be made without undue delay and normally within 14 days of the relevant return or cancellation requirements being satisfied.

Refunds will normally be issued using the original payment method unless another method is agreed.

6. Personalised and Custom-Made Products

The right to cancel for a change of mind may not apply to goods made to your specifications or that are clearly personalised.

This exception does not affect your rights if a personalised or custom-made product is faulty, damaged, incorrectly supplied, or not as described.

7. Faulty, Damaged, Incorrect, or Misdescribed Products

EverSealed is responsible for supplying products that are of satisfactory quality, fit for their intended purpose, and as described.

If a product is faulty, damaged, incorrect, or not as described, please contact us as soon as reasonably possible and provide:

your order number;
a description of the problem;
photographs where reasonably appropriate;
any other information needed to investigate the issue.

Where required by law, EverSealed will provide an appropriate refund, replacement, repair, repeat performance, or price reduction without charging an additional return or handling fee.

8. Time Capsule and Legacy Preservation Services

Time Capsule and Legacy Preservation products include a long-term preservation, administration, storage, verification, return, release, or future delivery service.

The statutory cancellation period for a service normally begins when the service contract is entered into.

Where you select the required confirmation before purchasing, you expressly request EverSealed to begin processing the preservation service immediately, before the end of the 14-day cancellation period.

Immediate processing may include:

creating and registering your service record;
assigning an EverSealed Reference Number;
preparing or sending a preservation kit;
preparing and sending a prepaid return label;
setting up storage and delivery records;
starting subscription or service administration.

If you cancel during the 14-day cancellation period after asking for immediate commencement, EverSealed may deduct only a reasonable and proportionate amount for services already supplied, where permitted by law and disclosed before purchase.

No £9.99 voluntary return fee will be charged where a stored letter must be returned solely because the customer has exercised a valid statutory cancellation right during the applicable cancellation period.

9. Orders Containing Both Goods and Services

An order may contain both a physical product and a preservation service. For example, a customer may purchase a Legacy Preservation service together with a Writing Kit.

The physical product and service elements may have different cancellation periods and return requirements. Each part of the order will be handled in accordance with the rules that apply to that type of product or service.

10. Sending a Completed Sealed Letter to EverSealed

Initial Time Capsule letter

For a standard Time Capsule, write the recipient’s full name and Order number: [your EverSealed order number] on the outside of the sealed letter envelope. The recipient’s postal address is recorded with the order and does not need to be written on this envelope.

Place the sealed letter envelope inside a separate outer postal envelope or suitable protective package. Write the Nottingham address in section 18 and your EverSealed order number on the outside of the outer packaging. The customer arranges and pays the postage for this initial journey and should retain proof of posting. An initial prepaid return label is not included with the standard Time Capsule service.

Legacy Letters and services with a prepaid label

Where the purchased preservation service includes a prepaid return label, EverSealed will provide the label and return instructions in accordance with that service. Attach the label only to the separate outer packaging, never directly to the sealed letter envelope. Follow the identification and posting instructions for the service purchased.

11. Voluntary Return of a Stored Letter or Item

A customer may request the secure return of their stored letter, Memory Box, or other approved stored item before its scheduled release or delivery.

The request must be submitted through the available My Account function or by emailing: support@eversealed.co.uk.

The customer must provide the correct EverSealed Reference Number and may be required to complete an identity or authority verification before the item is released.

After the applicable statutory cancellation period has ended, a £9.99 handling and secure shipping fee applies to the voluntary return of a standard stored letter or item.

This fee covers locating the stored item, checking the request, securely processing the release, protective packaging, and tracked return postage.

Different or additional charges may apply to unusually large, heavy, high-value, international, or specialist stored items. Any additional charge will be communicated before the return is processed.

12. Replacing a Stored Letter

A customer may request the return of an existing stored letter if they wish to write and submit a replacement letter.

After the applicable statutory cancellation period has ended, the standard £9.99 handling and secure shipping fee applies to the return of the existing stored letter to the authorised customer.

Once the replacement request has been approved, EverSealed will provide a prepaid return label for sending the new sealed replacement letter to us. No separate charge will be made for this replacement return label unless otherwise agreed because of an unusual or international return requirement.

The new sealed recipient letter must be placed inside a separate outer envelope or protective mailing package.

The prepaid return label must be attached only to the outer packaging and never directly to the sealed recipient envelope.

The correct EverSealed Reference Number must be written clearly on the new sealed recipient envelope.

Where the letter is connected to an active Legacy Preservation subscription, the subscription remains active and uninterrupted during the replacement process unless the customer separately requests cancellation.

13. Subscription Cancellation

Legacy Preservation subscriptions may be cancelled through the available subscription management page, through My Account where available, or by contacting: support@eversealed.co.uk.

Cancelling a subscription stops future subscription renewals. Customers should cancel before the next scheduled billing date to avoid the next payment being processed.

Payments already processed for completed or current subscription periods are normally non-refundable after the applicable statutory cancellation period, except where:

a refund is required by law;
the payment was taken incorrectly;
EverSealed agrees otherwise;
the service was not supplied with reasonable care and skill;
Another statutory remedy applies.

Cancellation does not retrospectively refund previous subscription payments or automatically create a refund for unused time in a current billing period, except where required by law.

When a Legacy Preservation subscription is cancelled, EverSealed will contact the customer to arrange the secure return of the stored item.

After the applicable statutory cancellation period has ended, a £9.99 handling and secure shipping fee applies to returning the stored letter or standard stored item following voluntary subscription cancellation.

The subscription and related storage service will remain active until the effective cancellation date and completion of any required return arrangements, subject to the applicable service terms.

14. Delivery, Handling, and Postage Charges

Any applicable product, delivery, subscription, handling, return, or secure shipping charges will be displayed or explained before the customer is required to pay them.

Where a product or service states that standard shipping or a prepaid return label is included, no separate charge will be made for that included service.

Completed postage, secure handling, or delivery services are normally non-refundable after they have been supplied, except where required by law.

15. Failed or Refused Deliveries

The customer is responsible for providing accurate and current delivery information.

If a product or returned stored item cannot be delivered because the address provided was incorrect, incomplete, or outdated, or because delivery was refused or uncollected, additional postage and handling charges may apply before another delivery attempt is arranged.

This clause does not apply where the delivery failure was caused by EverSealed or its delivery provider and the customer provided accurate information.

16. How to Exercise Your Right to Cancel

The simplest way to cancel is to email support@eversealed.co.uk. Tell us clearly that you want to cancel and include your name and order number if you have it. For example: “I want to cancel my EverSealed order [order number].”

You may also send your cancellation notice by post to Slim and Smart Ltd trading as EverSealed, 16 Commerce Square, Lace Market, Nottingham, NG1 1HS, United Kingdom.

When a Cancel option becomes available in your EverSealed account for the relevant order or service, you may use that instead. We will acknowledge an online cancellation by email. Until then, please cancel by email.

You do not need to print a form or sign anything to cancel by email or through your account. Please tell us before the applicable cancellation period expires if you are exercising a time-limited cancellation right.

17. Optional Model Cancellation Form

This form is an additional option. You do not have to use it. A clear cancellation email, or the account Cancel option when available, is sufficient.

To: Slim and Smart Ltd trading as EverSealed, 16 Commerce Square, Lace Market, Nottingham, NG1 1HS, United Kingdom
Email: support@eversealed.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods and/or supply of the following service:

Product or service: ________________________________________

Order number: ________________________________________

EverSealed Reference Number, where applicable: ________________________________________

Ordered on: ________________________________________

Received on, where applicable: ________________________________________

Customer name: ________________________________________

Customer address: ________________________________________

Customer email: ________________________________________

Date: ________________________________________

Signature (only if you choose to send this form on paper): ________________________________________

18. Postal and Returns Address

Slim and Smart Ltd trading as EverSealed
16 Commerce Square
Lace Market
Nottingham
NG1 1HS
United Kingdom

The initial sealed letter for a standard Time Capsule may be posted to this address using the instructions in section 10. Please put the sealed letter envelope inside separately addressed outer postal packaging and arrange the postage.

For a Legacy Letter, an approved replacement letter, Memory Box, physical product return or another stored item, follow the instructions for that particular service or contact EverSealed before sending it. The address or prepaid label for those situations may differ.