Last updated: November 30, 2023

1. RETURNS AND EXCHANGES

1.1 At Eternum, customer satisfaction is our top priority. We are committed to offering high-quality products and maintaining reliable partnerships with top-tier suppliers. Our Returns and Exchange Policy has been created to ensure a fair and easy experience for our customers.

1.2 Note: Returns or exchanges will only be accepted if the conditions established in this policy are fully met.

2. GENERAL CONDITIONS

2.1 To request a return or exchange, the customer must contact our support team through the designated form or support channel available on our website or by email at contact@eternumcharms.com .

3. REASONS AND DEADLINES FOR RETURNS OR EXCHANGES

3.1 Withdrawal / Change of Mind:
The customer has 30 calendar days from receipt of the product to request a return or exchange, in accordance with the right of withdrawal recognized by EU consumer regulations. The product must meet the following conditions:

  • Be in its original packaging with all accessories included;

  • Do not show signs of misuse;

  • Be properly packaged in the original shipping box.

Once your request is submitted, our team will review it and, if approved, provide a return label valid for 7 calendar days. If the product isn't shipped within this timeframe, the request will be automatically canceled.

3.2 Manufacturing Defect:
Requests must be made within 30 calendar days of receiving the product. We accept returns only for manufacturing defects, excluding accidental damage, natural wear and tear (scratches, dents, breakage due to misuse, chemical exposure, etc.), or misuse.

3.3 Product Damaged upon Arrival:
If the product arrives visibly damaged, it is recommended that you refuse delivery or request a return immediately, sending a photo of the damage and the order number. Each case is reviewed individually to provide a fair solution.

3.4 Incorrect Product Received:
If the product received differs from the one ordered, delivery must be rejected or an exchange requested within 7 calendar days of receipt.

3.5 Once returned, the product will be inspected within 10 business days. If approved, a full refund will be issued.

3.6 All requests must be made through our official support channel, attaching clear photos or videos showing the problem.

3.7 The customer is responsible for selecting the desired color and model when placing the order.

4. REFUND AND SETBACK OPTIONS

4.1 Store Credit:
You can choose to receive a voucher equivalent to the refunded amount, usable on a future purchase.

4.2 Credit Card Refund:
Available only for credit card payments. The time it takes for your refund to appear depends on the issuing institution and may take one or two billing cycles.

4.3 Setbacks:
In the event of a payment delay and the product has already been delivered, we reserve the right to request its return. Unpaid products cannot be retained by the customer.

4.4 Refunds by Bank Transfer:
Refunds for payments made by wire transfer will be issued within 10 business days to the account used for the purchase. The account information must match the information provided at the time of payment.

4.5 Other refund cases (lost products, lack of stock, etc.):
They will be processed within 5 business days of the cancellation request, and the refund will be issued using the same payment method used for the purchase.

5. ANY QUESTIONS?

If you have any questions about our return or exchange procedures, please contact us in the support section of our website or email us at contact@eternumcharms.com . We'll be happy to help.

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