Refund Policy

1.Sale Items:

Please note that we do not accept returns for any items purchased on sale.


2.Free Replacement:

If you are unsatisfied with your order, we are happy to offer a one-time free replacement. This is applicable to all orders, ensuring your satisfaction with our products.


Consumer error and mistakes


1.No Refunds for Change of Mind or Customer Error:

We do not provide refunds for change of mind or errors made by the customer, including the selection of incorrect product specifications like color.


2.Color Change Requests:

If a customer purchases the wrong color, they must contact us within the same day of purchase, before the order has been processed. Failure to do so will result in the inability to change the order and no refund will be provided.

 

3. Replicated Products Disclaimer:

Customers should be aware that all products sold in this store are replicas. If a customer is unsatisfied due to unexpected quality, considering these are imitation products, a refund will not be granted. By placing an order in this store, customers acknowledge and accept that the products are replicated.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions/non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Items that are on sale will not be granted a refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

 

Resolution of Disputes and Refund Policy


Initiation of Refund Process
1. Contact Requirement: If you are unsatisfied with your purchase for any reason, it is imperative that you contact us directly before taking any further action. We encourage you to reach out to our customer service team to inquire.


2. Communication Channel: You can contact us via info@shopeterna.co, or through the contact form available on our website. Please provide your order number and a detailed explanation of your issue so we can assist you promptly and efficiently.


Compliance with The Fair Credit Billing Act


1.Mandatory Direct Resolution: In accordance with The Fair Credit
Billing Act of 1974, you are required to make a good faith effort to resolve any disputes directly with us before initiating a chargeback through your credit card company.


2.Consequence of Non-Compliance: Failure to adhere to this requirement and directly contact us first may result in the denial of the chargeback request and may affect your eligibility for a refund.

 

Additional Information
1.Documentation:

We reserve the right to request additional documentation or evidence to support your claim.


2.Updates to Policy:

This policy is subject to change without notice. Please review it periodically for any updates.
By purchasing from Shop Eterna, you agree to this refund policy and acknowledge your responsibility to comply with its terms.