Returns & RefundsPolicy
Shop with peace of mind. Here's exactly when you can return a product, how to start the process, and what happens if your order arrives damaged, incorrect, or is never delivered.
At Eternas we work with beauty-tech devices, cosmetics, and products that may come into direct contact with your skin. Our return conditions are built around two priorities: protecting your experience as a customer, and upholding the highest standards of hygiene and safety.
The essentials
30 days
You have 30 days from delivery to request a return.
Seal intact
Items must be unused, unopened, with the hygiene seal unbroken.
EU withdrawal
EU orders carry a 14-day right of withdrawal where applicable.
We've got you
Faulty, incorrect, or damaged on arrival? Eternas covers the fix.
Why our conditions are specific
We want you to buy with confidence. At the same time, many Eternas products are designed for direct, intimate contact with the skin - the face, the eye area, the lips, the body, or the scalp. That places a real responsibility on us to guarantee that every item we sell is genuinely new, sealed, and untouched.
For this reason, our policy treats three situations separately: a change of mind, a faulty or incorrect product, and an order that is lost in transit. Each has its own conditions, timeframes, and resolution.
What can be returned
- The product has not been used.
- The original packaging is complete.
- The hygiene or safety seal remains intact.
- The request is made within the applicable timeframe.
- The item is not in a category excluded for hygiene reasons once opened.
What cannot be returned
- The product has been opened or unsealed.
- It shows any signs of use.
- It has been in contact with skin, creams, or cosmetics.
- Original packaging, accessories, manuals, or protective parts are missing.
- It is returned without prior authorisation from the Eternas team.
Hygiene, health & safety
Many Eternas products are made to be applied directly to the face, the eye contour, the lips, the neck, the body, or the scalp. For reasons of hygiene, health, and safety, a product that has been opened or used cannot be returned to sale or handled as new.
Once the seal has been removed or the product has been used, a return for change of mind is no longer possible - unless there is a genuine fault, damage, or an error in your order, which we will always resolve.
EU & international orders
Refund to your original payment
When an order meets our return conditions, the refund is issued to your original payment method, in line with the applicable right of withdrawal. Return requests must be made within 30 days of delivery, and return shipping is arranged and paid by the customer except where the fault is ours.
Store credit or equivalent solution
For logistical, customs, and international cost reasons, approved returns outside the European Union may be resolved through store credit, an exchange, or an equivalent solution - unless the issue is the responsibility of Eternas, in which case we cover it in full. Any store credit issued never expires.
How to start a return
Please contact us before sending anything back.
Get in touch first
Email info@eternas.es with your order number, full name, reason for return, and a video of the sealed product.
We review it
Our team checks whether your order meets the conditions and sends you the next steps and our warehouse address.
Prepare the parcel
Pack it protected, with all accessories and original packaging, and place your order number inside.
Ship it back
Return shipping is at your cost - except for an Eternas error, or an incorrect, damaged, or faulty product. A tracked service is recommended.
Inspection & resolution
On arrival we inspect the item. If it meets the conditions, we process the refund, exchange, or credit.
Shipping costs & parcel responsibility
Eternas does not offer parcel collection or prepaid return labels. Arranging and paying for the return shipment is the customer's responsibility, except where the issue is our fault.
We strongly recommend a tracked service. We cannot be held responsible for return parcels that are lost or damaged in transit before reaching our warehouse.
When will I receive my refund?
Once your product reaches our warehouse, we inspect its condition. If the return is approved, the refund is issued to your original payment method. Depending on your bank or payment provider, it may take 1-10 business days to appear.
Original shipping costs, return shipping, duties, customs fees, and international taxes are non-refundable, unless the issue was the responsibility of Eternas.
If something goes wrong, we cover it
Faulty, damaged or incorrect
If we confirm your product arrived damaged, incorrect, or with a covered issue, Eternas may offer a repair, replacement, reshipment, credit, or refund - depending on the case and applicable law.
- A clear video of the product, recorded in one continuous take.
- The same video should also show the packaging.
- Your order number.
- A description of the problem.
- Contact within 48 hours of delivery if it arrived damaged or incorrect.
Order not delivered or lost
If your order never arrives, it is considered lost after 60 days from dispatch with no confirmed delivery. In that case, we'll arrange a replacement or refund as appropriate.
- Let us know your order has not arrived.
- We open an investigation with the carrier.
- Once confirmed lost, we arrange a replacement or refund.
Device not working as expected?
Before opening a claim, our team can help you check the product is being used correctly. Some devices need a full charge, direct contact with the skin, use with a conductive gel or cream, or consistent use over several weeks before results show. Reach out - we're happy to guide you first.
Frequently asked questions
Can I return a product if I've opened it?
No. For hygiene and safety reasons, once the protective seal is broken the product can no longer be returned, unless it is faulty, damaged, or incorrect.
Can I return it if I've tried it once?
A used product cannot be returned for a change of mind. If the item has a genuine fault, contact us and we'll resolve it.
Who pays for return shipping?
The customer covers return shipping, except when the return is due to an Eternas error or a faulty, damaged, or incorrect product - in which case we cover it.
How long does a refund take?
After we receive and inspect the item, approved refunds are issued to your original payment method and may take 1-10 business days to appear, depending on your bank.
What if my order arrived damaged?
Contact us within 48 hours of delivery with a video showing the product and its packaging, plus your order number. We'll arrange a solution at no cost to you.
What happens if my order doesn't arrive?
An order with no confirmed delivery is considered lost 60 days after dispatch. We'll arrange a replacement or refund accordingly.
Can I exchange one product for another?
Where eligible, we can offer an exchange or store credit so you can choose another product. Contact us and we'll find the best option.
What if I ship the product without prior authorisation?
Returns sent without contacting us first may be rejected. Always email us before shipping anything back so we can confirm eligibility and the correct address.
Can products on promotion be returned?
Promotional items follow the same hygiene and seal conditions as any other product. Final-sale items, where indicated, are not eligible for return.
Are shipping costs refunded?
Original and return shipping, duties, and taxes are non-refundable, unless the issue was the responsibility of Eternas.
Need a hand?
Our team is here to help with any return, exchange, or incident. Reach out and we'll take it from there.
info@eternas.esItems received that do not meet the conditions of this policy may be rejected and will not qualify for a refund or store credit.
