Returns and Exchanges Policy
Last updated: October 11, 2025
1. Scope and Contact
1.1 At Eternum, your satisfaction is our priority. This policy sets out the conditions for returns, exchanges, and refunds.
1.2 To start a case, contact us at contact@eternumcharms.com or via the site's help form.
2. Right of Withdrawal (Change of Mind)
2.1 We offer an extended period of 30 calendar days from delivery to withdraw without needing to provide justification (EU regulations require at least 14 days; we extend to 30).
2.2 Return shipping cost (withdrawal): except for defective, damaged or incorrectly sent products, the return shipping cost is borne by the customer.
2.3 Standard one-way shipping: We also refund the cost of standard shipping paid at the time of purchase, if applicable (additional services such as priority shipping are non-refundable).
2.4 Refund period: We will issue a refund within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the product or valid proof of return shipment.
2.5 Condition of the item: It must be in good condition, with only the use necessary to verify its nature, characteristics, and functioning. The original packaging and accessories are recommended "where possible," but are not an absolute requirement.
2.6 How to return:
Option A: We provide you with a return label and deduct its cost from your refund.
Option B: You send it on your own (we provide the address and reference).
The label provided is valid for 7 calendar days.
3. Changes
3.1 You can request a change of model or color within 30 days. The customer assumes the price difference and shipping costs unless the change is due to a preparation error on the part of Eternum.
4. Defective, Damaged or Incorrect Product
4.1 Manufacturing defect: notify within 30 days of delivery, with photos/videos.
4.2 Damaged on arrival / Incorrect: ideally notify within 7 days.
4.3 In these cases, Eternum assumes all logistical costs (prepaid label or shipping refund) and offers free replacement or full refund, at the customer's choice.
5. Inspection and Deadlines
5.1 Once we receive the returned item, we inspect it within up to 10 business days.
5.2 If a refund is due, we will issue it to the original payment method. Credit times depend on the issuing bank (it may take 1–2 billing cycles for cards).
6. Chargebacks
6.1 If a chargeback occurs and the product has already been delivered, we can request a refund. Unpaid products cannot be retained by the customer. Our team is available to resolve issues before a chargeback is issued.
7. No Collection / Incorrect Address
7.1 If the package is returned due to an incomplete/incorrect address or failure to collect it at the delivery point, we may:
Resend (new shipping costs to be paid by the customer), or
Refund after deducting the logistics costs incurred (including shipments promoted as “free”).
8. Exceptions
8.1 Personalized items (where applicable) and gift cards are non-returnable, except in the case of a defect.
8.2 This policy does not limit your legal rights as a consumer in the EU.
9. How to Apply
9.1 Send an email to contact@eternumcharms.com indicating your order number, reason for return, and photos/videos (if applicable). We will reply with the next steps and, if applicable, the return label.