Refund Policy

Returns & Refunds Policy

Last updated: 12/06/2025

Thank you for shopping with Éternelle.
We want you to be fully satisfied with your purchase. This policy explains when and how you can return items purchased through our website.

1. Your Right to Cancel (Consumer Contracts Regulations)

If you are a customer in the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us within the 14-day cancellation period by emailing:

info@eternelleegtltd.com

You then have an additional 14 days to return the item to us.

2. Conditions for Returns

To qualify for a return under the cancellation right:

The product must be unopened,
In its original packaging,
In resaleable condition,
Free from damage, tampering, or signs of use.

Due to health and safety regulations, we cannot accept returns of supplements that have been opened, used, or had their seal broken.

If a returned item does not meet these conditions, we may refuse the refund or issue a partial refund.

3. Items That Cannot Be Returned

We cannot accept returns for:

Opened or unsealed supplements
Products damaged after delivery
Products not purchased directly from our website
Gift cards or promotional items

This does not affect your statutory rights if the item is faulty or incorrectly supplied.

4. Faulty or Incorrect Items

If your item is faulty, damaged, or you received the wrong product, please contact us within 7 days of delivery with your order number and photographs of the issue.

We will arrange:

Replacement
Exchange
Or a full refund

5. Refund Process

Once we receive and inspect your return, we will notify you via email.

If approved, we will issue a refund to your original payment method within 14 days.

Please note:

Original shipping fees may not be refundable unless the product was defective or incorrect
Refund processing times may vary depending on your bank or payment provider

6. Return Shipping Costs

Unless the item is faulty or incorrect:

You are responsible for return shipping costs
You may choose any tracked postal or courier service
We recommend using a tracked service, as we cannot refund items lost during return transit