Return & Refund Policy

At ETERNAL LOVE, every product is individually made and personalized specifically for each customer. Because personalized products cannot be restocked or resold, all sales are final once production has started.

We do not accept returns, exchanges, or refunds due to a change of mind, personal preference, or customer-submitted personalization errors.

Damaged, Defective, or Incorrect Products

We will provide a replacement or refund if your product:

• Arrives with a manufacturing defect

• Arrives damaged

• Does not function as intended

• Is different from the product ordered

• Contains a personalization error made by ETERNAL LOVE

You must contact us within 30 days of delivery at eternal.love@use.startmail.com.

Please include:

• Your full name

• Your order number

• A clear description of the problem

• Clear photos or videos showing the defect, damage, or error

• A photo of the shipping packaging, when applicable

We will review your request and respond with the appropriate resolution.

Depending on the circumstances, we may offer:

• A free replacement

• A full or partial refund

• Another appropriate solution

Please do not return your product without contacting us first. Unauthorized returns will not be accepted.

If a return is required because the product is defective, damaged, or incorrect, ETERNAL LOVE will cover the return shipping cost.

Customer Personalization Errors

Customers are responsible for reviewing all personalization details before submitting their orders, including:

• Photos

• Names

• Dates

• Written messages

• Songs or audio files

• Shipping information

• Any other customization details

We cannot provide a free replacement or refund when the product has been created using incorrect, incomplete, low-quality, or misspelled information submitted by the customer.

Slight differences in color, brightness, positioning, or image appearance may occur due to screen settings, printing processes, or the quality of the files provided. These minor variations are not considered manufacturing defects.

Order Cancellations and Changes

Because personalized orders may enter production shortly after purchase, cancellation or modification requests must be submitted within 12 hours of placing the order.

To request a cancellation or change, email us immediately at eternal.love@use.startmail.com and include your order number.

Once production has started, the order cannot be canceled, changed, or refunded.

Submitting a cancellation request within 12 hours does not guarantee that the order can be canceled if production has already started.

Refund Processing

If your refund request is approved, the refund will be issued to your original payment method within 7 business days.

Your bank, credit card provider, or payment service may require additional time to process and post the refund to your account.

Shipping charges are non-refundable unless the order arrived damaged, defective, incorrect, or a refund is otherwise required by applicable law.

Delayed or Unshipped Orders

If we are unable to ship your order within the timeframe communicated at checkout, we will notify you and provide the option to:

• Accept the updated shipping date, or

• Cancel the unshipped order for a full refund

If your order has already been shipped, it cannot be canceled while it is in transit.

Lost or Missing Packages

If your tracking information shows that the package was delivered but you cannot locate it, please check with household members, neighbors, the delivery location, and the shipping carrier before contacting us.

ETERNAL LOVE is not responsible for orders delivered to an incorrect or incomplete address submitted by the customer.

Please contact us at eternal.love@use.startmail.com if your package appears to be lost in transit so we can investigate the shipment and provide an appropriate resolution.

Contact Us

For questions regarding defects, damaged products, refunds, replacements, or cancellations, contact:

ETERNAL LOVE
Email: eternal.love@use.startmail.com

This policy does not limit any consumer rights that cannot legally be excluded under applicable federal or state law.