Returns and Exchanges Policy

Last updated: October 11, 2025

1. Scope and Contact 1.1 At Eternum, your satisfaction is our priority. This policy outlines the conditions for returns, exchanges, and refunds. 1.2 To start a case, contact us at contact@eternumcharms.com or through the Contact page on our website.

2. Right of Withdrawal (Change of Mind) 2.1 We offer an extended period of 30 calendar days from delivery to withdraw without justification (EU regulations require a minimum of 14 days; we extend this to 30). 2.2 Return shipping cost (withdrawal): except for defective, damaged, or incorrectly shipped products, the return shipping cost is covered by the customer. 2.3 Standard outbound shipping: we also refund the standard shipping cost paid at purchase, if any (additional services, such as priority shipping, are non-refundable). 2.4 Refund period: we issue refunds within a maximum of 14 days from your withdrawal notification. We may withhold the refund until we receive the product or valid proof of return shipment. 2.5 Item condition: the product must be in good condition, with use limited to what is necessary to verify its nature, characteristics, and functionality. Original packaging and accessories are recommended "when possible," but not an absolute requirement. 2.6 How to return:

• Option A: we provide a return label and deduct its cost from the refund.
• Option B: you ship it on your own (we provide the address and reference).

The return label provided is valid for 7 calendar days.

3. Exchanges 3.1 You may request an exchange of model or color within 30 days. The customer is responsible for any price difference and shipping costs, unless the exchange is due to a preparation error by Eternum.

4. Defective, Damaged, or Incorrect Product 4.1 Manufacturing defect: report within 30 days of delivery, with photos/videos. 4.2 Damaged upon arrival / Incorrect item: ideally report within 7 days. 4.3 In these cases, Eternum covers all logistics costs (prepaid label or shipping reimbursement) and offers a free replacement or full refund, at the customer's choice.

5. Inspection and Timelines 5.1 Once we receive the returned item, we inspect it within up to 10 business days. 5.2 If a refund applies, we issue it to the original payment method. Processing times depend on the issuing institution (card refunds may take 1–2 billing cycles).

6. Chargebacks 6.1 If a chargeback occurs and the product has already been delivered, we may request its return. Products that have not been paid for cannot be retained by the customer. Our team is available to resolve issues before reaching a chargeback.

7. Non-Collection / Incorrect Address 7.1 If a package is returned due to an incomplete/incorrect address or because it was not collected at the delivery point, we may:

• Reship it (new shipping cost covered by the customer), or
• Refund it, 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 case of defect. 8.2 This policy does not limit your statutory consumer rights under EU law.

9. How to Request 9.1 Send an email to contact@eternumcharms.com including your order number, reason, and photos/videos (if applicable). We will respond with the next steps and, if applicable, the return label.