Last updated: 18/02/2026
At Eterna Jewelry, we want every purchase to be a meaningful and positive experience.
For this reason, we offer a 30-day return guarantee from the date of delivery.
1. 30-Day Return Guarantee
You may request a return within 30 days of receiving your order.
Any exceptional extensions (such as holiday periods or special campaigns) will be clearly communicated on our Website.
All return requests must be initiated within this timeframe by contacting our customer support.
2. Return Eligibility Conditions
To be eligible for a refund or exchange:
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The item must be unused
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It must be in the same condition as received
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It must be returned in its original packaging
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It must show no signs of wear, damage, or alteration
We reserve the right to refuse a refund if the returned item does not meet these conditions.
3. Non-Returnable Items
The following items are not eligible for return or refund:
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Customized or made-to-order items
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Items marked as Final Sale
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Gift cards
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Digital products once delivered or downloaded
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Incomplete sets (sets must be returned in full)
4. Order Cancellation Policy
Once an order has been completed, we are unable to modify:
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Items
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Sizes
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Billing or shipping address
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Shipping method
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Remove products from the order
Orders are processed quickly to ensure efficient fulfillment.
If you wish to cancel your order after it has been placed, you must wait until you receive it and then initiate a return in accordance with this Return & Refund Policy.
Once the returned item is received and approved, the refund will be processed following our standard procedure.
5. How to Initiate a Return
To request a return, please email:
Include:
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Your order number
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The reason for the return
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Photos (if the item is damaged or defective)
⚠ Please do not send items back without prior authorization.
Unauthorized returns may not be accepted.
Once your request is approved, you will receive return instructions.
6. Return Shipping Costs
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Return shipping costs are the responsibility of the customer.
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Original shipping fees are non-refundable.
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Any duties or taxes paid are non-refundable.
If you received a defective or incorrect item, we will cover the return shipping costs.
For international returns, we strongly recommend using a trackable shipping method. We are not responsible for items lost during return transit.
7. Exchanges
We do not offer direct exchanges for international orders.
If you wish to exchange an item:
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You may return the original item
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Once approved, we will issue a gift card/store credit
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You can use this credit to place a new order
8. Damaged or Defective Items
If you receive a damaged or defective item:
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Contact us within 48 hours of delivery
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Provide clear photos showing the issue
After review, we will offer a replacement or refund if the defect is confirmed.
9. Return Processing Time
Once your return arrives at our facility:
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Processing typically takes 7 business days
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In rare cases, it may take up to 14 business days
You will receive an email confirmation once your return has been inspected.
If approved:
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The refund will be issued to your original payment method
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Processing times may vary depending on your bank or payment provider
If the returned item shows signs of use or damage, a partial refund may be issued.
10. Unclaimed or Refused Packages
If a package is:
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Not collected
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Refused
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Returned due to an incorrect address provided by the customer
Reshipping costs will be the responsibility of the customer.
11. Jewelry Warranty
All Eterna Jewelry pieces are covered by a 2-Year Warranty against manufacturing defects.
The warranty does not cover:
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Normal wear and tear
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Improper use
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Accidental damage
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Unauthorized modifications
For warranty inquiries, please contact us via email.
✨ Our goal is to build relationships based on trust, transparency, and respect.