Customers are entitled to request a full or partial refund in the following circumstances:

  • The product arrives defective or damaged.

  • The order is cancelled before it has been shipped.

  • The return is approved in accordance with our Returns & Exchanges Policy.

Under UK consumer protection law, customers have the right to cancel their purchase within 30 calendar days of receiving the product, provided the item is returned unused and in its original condition.

How to Request a Refund

To request a refund, please contact our customer support team via the support form on our website or by emailing contact@eternumcharms.com.

Please provide the following information:

  • Order number

  • Product details

  • Reason for your refund request

Requests must be made within 30 calendar days of receiving the product.

All refund requests will be evaluated based on the reason provided and the condition of the returned item.

Refund Processing

Once approved, the refund will be processed within 7 working days of confirmation.
Refunds will be issued using the original payment method used at checkout.

Defective or Damaged Products

If your item arrives defective or damaged, you may choose one of the following options:

  • A full refund

  • A replacement item (subject to availability)

  • Store credit of equal value

Please include clear photos or videos of the issue when submitting your request.

Refund Notification

You will receive an email confirmation once your refund has been processed.

Exceptions

Some products may be subject to specific refund conditions, which will be clearly communicated at the time of purchase.

Questions

If you have any questions or concerns regarding refunds, please contact us via the support form on our website or email us at contact@eternumcharms.com.
We are happy to assist you.

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