Return Policy
Request for product return shall be accepted only if the product is damaged or when a wrong product has been shipped, and are done free of cost. In such a case, the buyer can either.
- Wait for re-shipment OR replacement of the product.
- Request for payment refund.
You should raise a ticket within 3 days from the date of delivery. The details of the return (Order number and Reason for Return) should be clearly mentioned in the ticket.
Please Note – Refund is usually initiated within 3-5 business days from the date of receiving the request and upon authorization of the refund.
Guidelines for a Valid Return
- The product should be in original condition.
- The seal should not be open.
- Tags should be retained and returned.
We understand how much you value your order with every purchase, and therefore, we are committed to make your shopping experience a delightful one. All products sold on ETERNA are 100% genuine.
Refunds
Request for Refund shall be accepted only if the product is damaged or when a wrong product has been shipped.
Mode of Refund
For both, returned products (i.e. wrong product delivered or damaged products are received by the customer), the refund is credited on the payment instrument used for making the payment while placing the order.
Please Note – Refund is usually initiated within 3-5 business days from the date of receiving the request and upon authorization of the refund, but the customer’s issuing bank might take 5-7 working days.
Working days here represents business days which means Saturdays, Sundays and bank holidays are excluded.
| Credit / Debit Cards | Net-Banking | Wallets | UPI | |
|---|---|---|---|---|
| Min. refund time | 5 days | 2 days | Instant | 2 days |
| Max. refund time | 10 days | 10 days | 3 days | 7 days |
Table Information Source – Razorpay. The table is just a guideline.
E.g. If you have used HDFC Bank Credit Card ending 1234 for payment, then the refund shall be done on the same card.
If we have initiated the refund on 1st April, then you can expect the amount to be credited within 5-10th April. Though, most of the times it is credited earlier.
Please note that the timing of the actual account credit is dependent on multiple external agencies such as banks, payment gateways etc. Read more to know why do refunds take time.
Cancellation Policy
An easy and quick cancellation process is available for all our customers. You can cancel your order before the product has been shipped by raising a ticket by contacting through email. The shipping cut-off time is generally 4 pm to 6 pm, depending on the type of courier service available at your given address.
Upon acceptance of your cancellation request, the amount will be refunded within 3-5 business days, as per the Refund Policy mentioned above. The refund shall be done on the same account used for making the payment while placing the order. E.g. If you have used
UPI id of Axis Bank ending 5678 for payment, then the refund shall be done on the same UPI id.