Refunds & Returns Policy
Refunds & Returns Policy
Customers have 15 days from the day they received their item to request a replacement, refund policy or returns. Shipping and handling fees are not refundable in any cases.
REFUNDS (IF APPLICABLE)
We are committed to providing you with the absolute best products, and it’s our responsibility to replace your item(s) for any of the following reasons:
– The product is flawed
– The product you received is different from the product originally represented on our site
STEPS TO GET A REFUND
Step 1: Please email us at: [email protected], provide a photo of the product you received along with detail shots you wish to include (We need these information as proof to look into a replacement and prevent future errors)
Step 2: Our customer service team will review your request. If your request is approved, we will provide you with a shipping address: 904 henry avenue Charlottesville, VA 22903, United States
Step 3: Customer is responsible for the return and exchange shipping rate. Please allow 3-5 business days after receiving your item for a refund.
Note: Any unauthorized or damaged customer returns will not be eligible for a refund or replacement, and the item will be forfeited. Your refund will be issued to the same credit card or original method of payment that you used to order. As the refund is a reversal of your payment, we can only send it back in the same way it was received. Reversing a payment in this way is the fastest and most secure way to get the refund on its way back to you.
CANCEL (IF APPLICABLE)
After making purchase, customer have 12 hour to request cancelling – we will happy process full refund.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet:
– Firstly check your bank account again.
– Then contact your credit card company, it may take some time before your refund is officially posted.
– Thirdly, contact your bank. There is often some processing time before a refund is posted.
– Finally, if you’ve done all of this and you still have not received your refund yet, please contact us at: [email protected]
SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES (IF APPLICABLE)
All products are customized based on customer’s demand, we can support exchange size or color but it will require handling and fulfillment fee .
If you need to exchange it for the same item, send us an email at: [email protected] . Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
If your claim is approved, we will provide you with a return address. You will take responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, you must pay 5% transaction fee.
If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
HOW DO I RETURN ITEMS?
A: If customer would like to return the item we only accept return of items if they meet all of following conditions:
- Within 15 days of receipt of your shipment
- In original condition
- In the original packaging
After contacting our Eternalscape Support Team at [email protected] and receive our response, please do exactly following instructions:
- Pack all the returned items, along with a print off of your confirmation of purchase email.
- Go to local post office, or another courier, to ship the package to this address: Eternalscape, 904 henry avenue Charlottesville, VA 22903, United States.
Please provide us the tracking number from post office or couriers. You will receive an email as soon as we received your items. We will also send you another email to notify you if we approve or reject to refund in your case.
CAN I EXCHANGE FOR SWITCHING SIZE/COLOR OF THE PRODUCT?
A: All product are customized based on customer’s demand so please check size chart carefully before making purchase, we can support exchange size or color but it will require handling and fulfillment fee, and fee is based on product’s option – this fee is only to run our system without profit, so we hope that you can understand this for us.
So check size chart before ordering, you still can contact to us in 12 hours after order was made if you want to change any order information (for free), we will update so do it as soon as possible.
In other cases, we do not support return for any reason such as “no more interest” or “don’t like anymore”.
Please feel free to contact us if there’s any further problems. Our Eternalscape Support Team at “[email protected]” will respond in time.
LOST YOUR PACKING LIST?
A: We will check and if carrier lost your package, we will process new package for fee.
If item got lost/ returned to sender because shipping address provided by customer was wrong, we can support reship item, but it will require handling fee – this fee is only to run our system and buy new shipping label, no profit, so we hope that you can understand this for us.
Pack in original packaging, unwashed and unworn in resalable condition with original warranty info, package inserts, etc. with your name, address (or alternatively a copy of the invoice) describing what action you’d like us to take once we receive the item.
Send it securely to: 904 henry avenue Charlottesville, VA 22903, United States
LOST YOUR ORDER?
A: If carrier lost your order, we will send replace to you. So contact to us if you need any support.
In case order is returned back to us because of wrong shipping address provided by customer, order will be donated to local charity.
Issued in the same manner the purchase was made, usually same day we receive in our warehouse. Please allow one billing cycle for credit card credits to show up on your statement. Checks are mailed within two weeks. If you purchased your item through PayPal, we process the return and they will credit your account. Sorry, shipping fees are not refundable unless we made the error.
Sorry, due to our low price points we’re unable to accept “return postage due” items, COD’s, issue call tags or pay for return postage and such packages will be refused.
Eternalscape.com has the right to charge a small restocking fee in the event of a return not in resealable condition or a product abuse or misuse. Contact us if you have questions.
Email us at [email protected] (Monday through Friday 9 AM to 5 PM PST only).
Contact us for more information:
- Physical Mailing Address: 904 henry avenue Charlottesville, VA 22903, United States
- Office Address: 904 henry avenue Charlottesville, VA 22903, United States
- Email us at: [email protected]