Return & Refund Policy

Return & Refund Policy

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Your health journey matters to us, and so does your experience with Eternell. This Return & Refund Policy explains when and how returns, replacements, or refunds are handled for orders placed on shop.eternell.org.

By placing an order, you agree to the terms below.

1) General rules

Because we deal with health supplements and at-home test kits, there are strict safety and hygiene standards.
Isliye har product category ka rule thoda alag hai (niche likha hai).

  • We only consider returns/refunds for eligible cases (damaged, wrong item, missing items, etc.).
  • All return/refund requests must be raised within a limited time window from delivery (details below).
  • Proof (photos / videos / unboxing) is usually required for verification.

2) Non-returnable items

For safety, quality, and regulatory reasons, the following are generally non-returnable and non-refundable once delivered:

  • Opened or partially used supplement bottles
  • Opened, used, or activated test kits (where seals/packaging or unique codes are exposed)
  • Products damaged due to misuse, mishandling, or improper storage at customer end
  • Items purchased during final clearance or marked “non-returnable”

However, if you receive these items damaged, leaking, or wrong, please contact us (see Section 5).

3) Return window

Unless otherwise stated on the product page:

  • You must raise a return/refund request within 48 hours of delivery in cases of:
    • damaged product
    • wrong item received
    • missing items in the parcel

Requests made after this window may not be accepted, except where required by local consumer laws.

4) Conditions for refund or replacement

A refund or replacement may be approved only if:

  1. The product delivered is damaged, defective, expired, or incorrect compared to your order.
  2. You report the issue within the allowed time and provide clear:
    • photos/videos of the parcel, outer box, inner packaging, and product
    • order ID and delivery details
  3. The issue is validated by our support and/or courier partner.

We reserve the right to approve or reject a claim after investigation.

5) What to do if your order is damaged / wrong / incomplete

If you receive:

  • Damaged product
  • Wrong product
  • Missing item in the package

Please:

  1. Take clear photos/videos at the time of opening (including shipping label).
  2. Email us at [email protected] within 48 hours of delivery.
  3. Mention your Order ID, issue description, and attach the media.

Once verified, we may offer:

  • a replacement shipment, or
  • a full/partial refund, depending on the nature of the issue and product type.

6) Test kits — special refund rules

For at-home test kits (microbiome, DNA, fitness, epigenetic, etc.):

  • Kits once opened, registered, or used cannot typically be returned or refunded, except when:
    • kit arrives damaged or with broken seals
    • incorrect kit was shipped
    • kit is missing critical components (as per pack list)

If sample collection fails or is rejected by lab due to kit / lab issue, we may offer a replacement kit or re-test as per internal protocol.
If failure is due to incorrect handling by customer (not following instructions, late shipment, etc.), replacement may be chargeable or not available.

Exact handling will be communicated case-by-case.

7) Refund method & timelines

If your refund is approved:

  • Refunds are usually processed to the original payment method (card, UPI, wallet, etc.).
  • Processing time:
    • Eternell internal processing: typically 3–7 business days
    • Bank/Payment gateway posting: additional 3–10 business days (varies by provider)

We’ll share a confirmation once refund is initiated.
If you do not see the amount after the stated time, please contact your bank/issuer first, then reach out to us.

8) Order cancellation

  • Before shipping:
    If your order has not been shipped, you may request cancellation by emailing [email protected] with your Order ID. If accepted, we will refund as per Section 7.
  • After shipping:
    Once shipped, the order usually cannot be cancelled, especially for health products and kits. You may still reach out; our team will check possible options based on status and product type.

A detailed Cancellation Policy can be provided as a separate page if you want to keep it distinct.

9) Exchange policy

We generally do not offer direct exchanges (e.g., changing from one supplement to another) after order confirmation.
In case of wrong or damaged product, we may arrange a replacement of the same item as originally ordered.

10) When refunds are not possible

Refunds may not be provided if:

  • The issue is raised after the allowed time window
  • The product is used/consumed significantly without a quality complaint
  • Evidence is insufficient or contradictory
  • Damage is clearly due to customer mishandling (exposure to heat, moisture, etc.)
  • Local laws do not mandate refund in that scenario

Where consumer protection rules require a different approach, we will comply with applicable law.

11) Contact for returns & refunds

For all return, replacement, or refund queries:

Email: [email protected]
Subject line: “Return/Refund – [Order ID]”

Please include:

  • Full name
  • Contact number
  • Order ID
  • Clear description of the issue
  • Photos/videos (if applicable)

 

 

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