Shipping & Refund Policy

Cancellation Policy

The cancellation request if in any case needs to be placed within 24 hours of placing the order. Any cancellation request post 24 hours of placing the order will not be considered. The cancellation request cannot be considered if the order is shipped.

Exchange Policy

Products can be exchanged based on the below guidelines:

  1. Exchanges will not be applicable on products with minor irregularities with respect to stitches, printing or color.
  2. You have to inform us by sending email at [email protected] about the issue/reason for exchange within 48 hours of receiving the product.
  3. Once the issue/reason is accepted by us (within 24-48 hours), the product has to be returned to our physical location within 12 days of receiving the same. The charges to send the product back to our physical location in Ahmedabad (Gujarat) are to be borne by you and we won’t be responsible in case the shipment gets lost on the way.
  4. We might issue a credit amount or replace the product depending on the reason for return only after we receive the product from your side.
  5. If you have received a defective or wrong product, it will be eligible for replacement. You can return it to us and the shipping charges including the reverse shipping charges will be borne by us which will not be greater than Rs150/-
  6. In case you opt for an exchange, please note that the value of the new product in lieu of the original product has to be similar or higher than the original product. In the case of higher value, the difference in the amount has to be paid by you.

Return and Refund Policy

The return request by you need to be initiated within 48 hours from the date of receipt of the product by sending email at [email protected]

The return and refund request will be accepted when any of the below criteria is met:

  1. The package sent by us gets lost in the transit and does not reach you. This is subject to an official confirmation by the courier partner.
  2. The product has a genuine quality/manufacturing defect or damaged.
  3. We have charged you a higher amount by mistake due to a technical glitch from our end. In this case, the difference in amount will be refunded back to the source account from where the original payment was received.
  4. We will initiate the refund once the returned product has reached our location. It may take almost 10 working days for the processing of the refund.
  5. If you have placed orders through Online Payment, refunds will be done through payment gateway to the account/card/wallet from which the original payment was made. The refunds will happen within 8-9 working days of products being received at our location. It typically takes 2-3 working days for refunds to reflect into your account which is completely dependent on your bank.

The return and refund request will be not be accepted if any of the below points are met:

  1. The product is not accepted by you at the time of courier delivery.
  2. The product is returned back to us after 3 unsuccessful delivery attempts to you by the courier partner.
  3. Wrong address and contact details have been provided by you.
  4. Product is returned to us in a used and damaged condition.
  5. Tags of the products are not intact and/or removed.
  6. Shipping, Payment gateway charges (3% – 5%) in all cases, is non-refundable.

International Customers:

The below exchange and return guidelines are specific to the orders placed by the customers based outside India:

  1. The cancellation request if any need to be placed within 24 hours of placing the order. Any cancellation request post 24 hours of placing order will not be considered. Please note Payment gateway charges via PayPal will be deducted from the order value refund.
  2. If you are not satisfied with the product quality after receiving, you can return the product within 7 days. You need to bear the shipping charges for sending the product back to our location in India. Upon the receipt of the product from you, we will refund the amount or give you credits which can be used later. Please note the refund amount would be only for the products and not for the shipping charges incurred at the time of placing the order.
  3. Once we have received the products a quality check would be done by our team. Please make sure that the original product tag is intact when you courier it back to us.
  4. If you receive any defective, damaged or wrong product, please inform us within 48 hours of the receipt of the product by emailing us at [email protected] with your Order ID and send us a snapshot of the defect. We will either refund the amount of the defective product or provide you credit note. Please note we will not send any product replacement.
  5. The International Shipping charges are non-refundable under any circumstances.
  6. Due to the factors beyond our control, we, unfortunately, do not have an exchange policy for international customers. However, if you have a special case, we would be happy to discuss it over an email and arrive at a best effort solution. In the end, your satisfaction and delight is our prime motto.
  7. Please note that in case of shipping outside India, we are not responsible for any delays due to customs.

Pre-order Policy

As Eternity products are loved across the globe, there are high possibilities that some products are sold out quickly but are available on pre-order basis. Please read below before you book a product on pre-order:

  1. Before placing an order, please go through the product description to check if it is available on pre-order
  2. On an average it may take 15 days for the product to be ready, however it is highly dependent on the factors like weather conditions at our artisans, weavers, craftsmen and tailors location.
  3. Please note there might be delays due to unforeseen circumstances or reasons beyond our control. We appreciate your patience and understanding as there are various factors responsible in the making of handmade products.
  4. We are not responsible to compensate for any delays with pre-order fulfillment. However, you can opt for a different product readily available at that point of time.
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