Cancellation Policy

Cancellation Policy

Last updated: —–

At Eternell, we understand that sometimes plans change. This Cancellation Policy explains when and how an order can be cancelled, and what happens after cancellation.

By placing an order on shop.eternell.org, you agree to the terms below.

1) When you can cancel an order

A) Cancellation before shipping

You can request cancellation only if the order has not been shipped yet.

  • To cancel, email us as soon as possible with your Order ID.
  • If the order is still in processing, we will cancel it and initiate a refund.
  • Once cancelled, you will receive a confirmation from our support team.

✅ Refund in this case: Full refund (as per Payment & Refund timelines).

B) Cancellation after shipping

Once an order is shipped, it generally cannot be cancelled, because:

  • health supplements and test kits are sensitive products
  • shipping partners start handling immediately
  • opened/returned items may not be safe for restocking

If the parcel is already shipped, you may still email us — we’ll check if interception is possible, but it is not guaranteed.

❌ If cancellation is not possible after shipping:
You may refer to our Return & Refund Policy for eligible cases (damaged/wrong/missing items).

2) Cancellation rules for test kits (important)

For at-home test kits (Microbiome, Longevity DNA, Fitness DNA, Epigenetic, etc.):

  • Before shipping: You may cancel normally.
  • After shipping: Cancellation is not allowed.
  • After kit registration / code activation / seal opening: Cancellation is not possible.

This is to protect sample integrity, lab workflow, and safety standards.

3) How to request cancellation

To cancel your order, email:

Email: [email protected]
Subject: “Cancel Order – [Order ID]”

Please include:

  • Order ID
  • Full name
  • Phone number
  • Reason for cancellation (optional but helpful)

Our team will confirm cancellation status via email/WhatsApp.

4) Refund after cancellation

If your cancellation is approved:

  • Refund is processed to your original payment method.
  • Timelines:
    • Eternell processing: 3–7 business days
    • Bank/gateway posting: 3–10 business days (varies by provider)

You’ll get a refund confirmation once initiated.

5) When cancellation may be refused

We may be unable to cancel an order if:

  • the order is already shipped or out for delivery
  • the product is a test kit already assigned to a lab workflow
  • there is suspected misuse, fraud, or repeated cancellations that violate fair-use

In such cases, we’ll inform you clearly.

6) Bulk / corporate / special orders

For bulk orders, corporate orders, or custom bundles:

  • cancellation rules may differ
  • timelines/fees (if any) will be communicated at order confirmation

7) Contact us

For cancellation help:

Email: [email protected]
Phone (UAE): +971 58 553 3724
Support hours: Mon–Sat, 10 AM – 7 PM (IST)

 

 

 

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