Last updated: 11 October 2025

1. Scope & 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 help form on our website.

2. Right to Cancel (Change of Mind)

2.1 We offer an extended period of 30 calendar days from delivery to cancel your purchase without giving any reason.
2.2 Return cost (change of mind): unless the product is faulty, damaged or sent in error, return postage is paid by the customer.
2.3 Outbound standard shipping: we also refund the standard outbound shipping cost paid at checkout, if any. Additional services such as priority shipping are non-refundable.
2.4 Refund timing: refunds are issued within 14 days from your notice of cancellation. We may withhold the refund until we receive the product back, or valid proof of return shipment.
2.5 Item condition: items must be in good condition, with only the handling necessary to establish the nature, characteristics and functioning of the goods. Original packaging and accessories are recommended “where possible,” but not an absolute requirement.
2.6 How to return:

Option A: we provide a returns label and deduct its cost from your refund.
Option B: you ship it yourself (we will provide the address and reference).
Provided labels are valid for 7 calendar days.

3. Exchanges

3.1 You may request an exchange for a different model or colour within 30 days. The customer covers any price difference and postage unless the exchange is due to an order-preparation error by Eternum.

4. Faulty, Damaged or Incorrect Items

4.1 Manufacturing fault: notify us within 30 days of delivery, attaching photos/videos.
4.2 Damaged on arrival / Incorrect item: ideally notify us within 7 days.
4.3 In these cases, Eternum covers all logistics costs (prepaid label or postage refund) and offers a free replacement or a full refund, at the customer’s choice.

5. Inspection & Timeframes

5.1 Once we receive your return, we will inspect it within up to 10 working days.
5.2 If a refund applies, it will be issued to the original payment method. Bank processing times may vary (card issuers can 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. Goods that have not been paid for cannot be retained by the customer. Our team is available to resolve issues before a chargeback is initiated.

7. Non-Collection / Incorrect Address

7.1 If a parcel is returned due to incomplete/incorrect address details or failure to collect from a pick-up point, we may:

• Resend it (new postage paid by the customer), or

• Refund the order, deducting logistics costs incurred (including shipments advertised as “free”).

8. Exceptions

8.1 Personalised items (where applicable) and gift cards are non-returnable, except in the case of fault.
8.2 This policy does not limit your statutory consumer rights.

9. How to Request

9.1 Email contact@eternumcharms.com with your order number, reason for return and photos/videos if applicable. We will reply with next steps and, if applicable, your returns label.