Our Commitment to Your Satisfaction

At Eterna Beauty, we believe that customer satisfaction is as essential as the premium quality of our beauty products. Just as we meticulously formulate our skincare solutions, we approach your shopping experience with the same level of care, discretion, and excellence. If you are not completely satisfied with your purchase, we are here to help.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days from the date you receive your items. To be eligible for a return or exchange, your item must be:

  • In its original, unopened condition with seals intact
  • In the original packaging with all labels attached
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For health and safety reasons, the following product categories cannot be returned or exchanged once opened:

  • Ampullen (due to their sterile, single-use nature)
  • Geschenkkarten (Gift Cards)
  • GIFT SETS (if the packaging seal has been broken)
  • Any products from FRAGRANCE, Make-up, or LIPS categories that have been opened or used

Return & Exchange Process

1

Initiate Your Return Request

Within 15 days of receiving your order, please contact our customer service team at [email protected] with your return or exchange request. Use the template below to ensure we have all necessary information.

2

Wait for Authorization

Our team will review your request and provide you with a Return Authorization Number (RAN) and shipping instructions within 1-2 business days.

3

Package Your Items

Securely package the items you wish to return or exchange, including the original packaging and all components. Please include a copy of your receipt or order confirmation.

4

Ship Your Return

Ship your package to the address provided in your return authorization email. We recommend using a trackable shipping service as we cannot be responsible for lost return shipments.

5

Processing

Once we receive your return, we will inspect the items and process your refund or exchange within 3-5 business days. You will receive an email confirmation once processed.

Return Request Template

To expedite your return or exchange request, please use the following template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Eterna Beauty Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Information: – Order Number: [Your Order Number] – Order Date: [Date of Order] – Product(s) to Return/Exchange: [Product Name(s) and Quantity] – Reason for Return/Exchange: [Please provide details] I confirm that the items are in their original, unopened condition with all packaging intact. Please provide instructions on how to proceed with the return/exchange process. Thank you for your assistance. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Information

Refund Processing Time

Once we receive and inspect your return, we will process your refund within 3-5 business days. The timing of when you will see the refund in your account depends on your payment method and financial institution:

  • Credit Card (Visa, MasterCard, JCB): 5-10 business days
  • PayPal: 3-5 business days

Refund Method

Refunds will be issued to the original payment method used for the purchase. Shipping costs are non-refundable, unless the return is due to our error or a defective product.

Exchange Processing

For exchanges, we will ship the replacement product once we receive and process your return. Standard shipping charges apply for exchange shipments unless the exchange is due to our error.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • Our error (wrong item shipped, defective product, etc.)
  • Damaged items during transit

In such cases, we will provide a prepaid shipping label or reimburse your reasonable shipping costs.

Need Assistance?

Our dedicated customer service team is here to ensure your experience with Eterna Beauty reflects the same excellence as our premium beauty formulations. Please don’t hesitate to contact us with any questions about returns or exchanges.

Email: [email protected]

Address: 2672 Patton Lane, Raleigh, US 27609

Response Time: We typically respond to all inquiries within 1-2 business days.

Eterna Beauty – Where Customer Care Excellence Meets Beauty Elegance