Every Eternas Beauty device ships with our 365-day money-back guarantee on sealed products and a 1-year manufacturer warranty. Here are the exact conditions and the steps to follow.
Our promise
1. Our promise to you
Beauty technology is a long-term investment. We want you to feel that every device you buy from Eternas Beauty is risk-free, transparent and worth your trust.
That's why our return policy is built around three principles: hygiene first (because our devices touch skin), full honesty about what is and isn't possible, and a 365-day money-back guarantee on sealed devices that goes far beyond what regulation requires.
Conditions
2. General return conditions
For hygiene and consumer safety reasons, our base condition is simple and applies worldwide:
We only accept returns of products that remain in their original sealed condition with the safety seal intact and unopened.
Once the safety seal is broken, a device cannot be returned or refunded — even if it has not been used. Our products come into direct contact with skin, and in many cases with creams, gels and serums. For the safety of all our customers, an unsealed product cannot be put back on the market under any circumstances.
For a return to be eligible
The request must be submitted within 365 days of delivery.
The product must be unused, in its original packaging, with the safety seal intact and unopened.
Products opened, used, or with a tampered seal are not eligible for return.
European Union
3. EU 14-day right of withdrawal
If you reside in an EU member state, you benefit from the 14-day right of withdrawal under European consumer protection law (Directive 2011/83/EU).
You may notify us of your decision to withdraw without giving any reason within 14 days from the day you (or a third party designated by you, other than the carrier) take physical possession of the goods. Once received and inspected at our warehouse, and provided the hygiene conditions above are met (safety seal intact), we will refund the full amount of your order to your original payment method.
The cost and arrangement of the return shipment is the customer's responsibility, except in cases of defective, incorrect or undelivered products (see section 6).
Outside the EU
4. Returns outside the EU
For deliveries to destinations outside the European Union, returns that meet our hygiene conditions are resolved through the issuance of store credit, in the form of a gift card for the value of the returned product. This credit does not expire and may be used on any future purchase.
Please note that customs duties, taxes and clearance fees are not refundable, as they are charged by your country's authorities and not by us. The cost and arrangement of the return shipment is the customer's responsibility.
Process
5. How to request a return
Eternas Beauty does not operate a home pickup service and does not provide prepaid return labels. The arrangement and cost of the return shipment are the customer's responsibility.
Email us at support@eternas.beauty.com with your order number. Our team will confirm whether your return is eligible and provide our warehouse address.
Send the product, at your own cost, to the address we provide.
Inside the package, include a visible note with your order number so we can identify your return.
We strongly recommend using a tracked shipping service. Eternas Beauty is not responsible for parcels lost or damaged in transit back to our warehouse. Refund or credit is processed once the product is received and inspected at our facility.
Issues
6. Defective, damaged or wrong items
Your satisfaction is our priority. In the following cases, Eternas Beauty covers the entire cost, including return shipping:
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Defective or incorrect product
If your order arrives damaged or does not match what you ordered, email us with photos within 48 hours of delivery. We will arrange replacement or refund at no cost.
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Order not delivered
If your order does not reach its destination, it is considered lost after 60 calendar days from dispatch without delivery confirmation. We will then reship or refund — your choice.
Warranty
7. 1-year manufacturer warranty
Every Eternas Beauty device is covered by a 1-year manufacturer warranty from the date of delivery against defects in materials or workmanship under normal use.
The warranty covers
Manufacturing defects
Component failure not attributable to misuse
Electrical malfunctions that occur under recommended-use conditions
LED, light, RF, EMS or sonic output falling significantly below specification
The warranty does not cover
Damage from accidents, drops, water exposure, mishandling
Damage from use outside the operating instructions (incorrect voltage, prolonged sessions, etc.)
Unauthorized opening, modification or repair
Normal wear of consumable parts (silicone covers, charging cables, etc.)
Cosmetic blemishes that don't affect function
How to claim warranty
Email support@eternas.beauty.com with your order number, a description of the issue, and photos or video of the malfunction. Our technical team will respond within 1 business day and arrange repair, replacement or refund as appropriate.
Guarantee
8. The 365-day money-back guarantee
Most brands give you 14 days to change your mind. We give you a full year — on sealed, unopened devices.
Buying a beauty device is a long-term decision. We don't want you to feel rushed by a tight return window — whether you're waiting for your skincare routine to settle, holding off on opening the box until a trip, or simply wanting a second opinion before committing.
If your Eternas Beauty device is still sealed, unopened and in its original packaging, you can return it for a full refund within 365 calendar days from the date of delivery — no questions asked, anywhere we ship.
How it works
Email us with your order number — no justification required.
We send return instructions and our warehouse address.
You ship the sealed device back at your own cost via a tracked service.
Once we receive and inspect the unbroken seal, we refund the purchase price to your original payment method within 5 business days.
Original shipping costs and any customs duties paid by you remain non-refundable. This guarantee is not transferable to third-party resellers.
Why sealed only. Our devices come into direct contact with skin, mucous membranes or the eye area. Once unsealed, they cannot be put back on the market for hygiene reasons — this exclusion is expressly permitted by Art. 16(e) of Directive 2011/83/EU and Art. 103(e) of Real Decreto Legislativo 1/2007. If your device is defective or stops working under normal use, please see the 1-year manufacturer warranty in section 7.
This is a brand promise, not a legal right. It extends — and does not replace — your statutory consumer rights, including the EU 14-day right of withdrawal (also subject to the hygiene exclusion above) and the 1-year manufacturer warranty.
Timing
9. When you receive your refund
Once we receive and inspect your return at our warehouse, refunds are processed within 5 business days. The exact time before the money appears in your account depends on your bank or payment provider:
Credit/debit cards: 3–10 business days after we issue the refund.
PayPal: usually within 24 hours.
Apple Pay / Google Pay: follows the linked card's timing.
Store credit: issued immediately after inspection.
If 14 business days have passed since we confirmed your refund and you haven't received the funds, contact us — we'll investigate with our processor.
Exceptions
10. Exceptions & non-returnable items
The following items are not eligible for return or refund:
Opened or used products (seal broken)
Gift cards
Final-sale items (clearly marked at the time of purchase)
Personalized or made-to-order items
Items returned more than 365 days after delivery, except under the 1-year warranty or 365-day money-back guarantee
Items received without prior return authorization, or without an identifiable order number
Important: items returned without meeting these conditions may be rejected, with no right to refund or credit.
FAQ
11. Returns FAQ
I opened the box but didn't use the device. Can I return it?
If the safety seal of the device itself is still intact and unbroken, yes. If you opened the seal, even briefly, the device cannot be returned for hygiene reasons.
Can I exchange a device for a different one?
We don't process direct exchanges. The process is: return the original (subject to the conditions above) and place a new order. Both happen independently to keep the system simple and avoid confusion.
What if the box arrives damaged but the device inside works?
Take photos of the damaged outer packaging and email us within 48 hours of delivery. We'll log the incident and, if it ever turns into a functional issue within the warranty period, the incident report will already be on file.
Do you accept returns of bundles?
Yes — under the same conditions. For multi-product bundles, all items must be returned together, each with its safety seal intact, to qualify for refund.
What happens if I refuse the package or it's returned because of a wrong address?
The original shipping cost is non-refundable. If you want us to reship to a corrected address, a new shipping fee applies. If you want a refund instead, the cost of return-to-sender is deducted from the refund amount.
How does the 365-day guarantee apply to bundles?
The bundle is treated as one unit. All devices in the bundle must be returned together, each with its safety seal intact and unopened, to qualify for a refund under the 365-day guarantee.
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