Refund Policy

Cancelled orders
If you place an order but wish to cancel before it is shipped we have a 24 hour cancellation policy. Please contact our SUPPORT team at hello@eternaldries.com and let us know that you wish to cancel.

Your order will be refunded by the customer support staff and you will receive your money into your payment account in the following 3-5 working days. Please note, some payment methods/financial institutions can take longer to process a refund.

If you are concerned, contact customer support and we will send you proof of refund from our shop.

ORDERS THAT ARE IN THE SHIPPING SYSTEM CANNOT BE CANCELLED.

Regarding products that are under BOGO (Buy 1 Get 1 Free) promotions, it is clearly stated that you must add x2 units to cart to be eligible for us to ship out x2 units to you. WE WILL NOT ISSUE REFUNDS ON THESE ORDERS IF YOU FORGET TO ADD YOUR SECOND FREE UNIT!


Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at hello@eternaldries.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

There is a 20% restocking fee for returns OR the customer may choose to accept a 25% refund instead depending on their preference. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@eternaldries.com


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.

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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

The customer may choose to accept a 25% refund instead OR there is a 20% restocking fee for returns depending on their preference.

Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@eternaldries.com