Return & Refund Policy

Return & Refund Policy

Last updated: ————-

Thank you for choosing Eternell for your supplements, tests and longevity solutions.
This Return & Refund Policy explains when and how you can request a return, replacement or refund for purchases made through our websites, including eternell.org, buy.eternell.org and related subdomains (“Sites”).

Please read this together with our Terms & Conditions and Shipping & Delivery Policy.

Important: Local consumer protection laws in your country may give you additional rights. Where there is a conflict, those mandatory local laws will apply.

1. What this policy covers

This Policy applies to:

• Physical products – supplements, functional foods, health kits and other tangible items
• Test kits & sample-based services – microbiome tests, DNA tests, epigenetic tests, etc.
• Digital or program-based services – access to dashboards, reports, consultations or memberships

Some items are returnable, some are non-returnable, and some may only be eligible for replacement or partial refund. Details are below.

2. General return window

Unless stated otherwise on the product page or required by local law:

• You may request a return or replacement for eligible products within 7–14 days of the delivery date (choose a number that works for you; e.g. 7 or 10 or 14 days).
• After this period, we may not be able to accept returns, except in specific cases such as manufacturing defects or where required by law.

You should set your preferred exact days in this section before publishing (e.g., “within 10 days of delivery”).

3. Conditions for return & refund

To qualify for a return, refund or replacement, the following conditions generally must be met:

1. You contact us within the allowed return window.
2. The product is:
   • Unopened, unused and in original condition, and
   • In the original packaging, with all seals, labels, boxes and accessories intact.
3. You provide:
   • A valid order number, and
   • Clear photos or videos of the product, packaging and any issue (if damaged/defective/wrong item).

We reserve the right to reasonably assess the condition of returned products before approving any refund or replacement.

4. Non-returnable / non-refundable items

For health, safety, hygiene and regulatory reasons, the following are generally non-returnable and non-refundable, except where they arrive damaged, defective or incorrect:

• Opened or partially used supplements and functional foods
• Opened, used or partially used test kits (once a sample has been collected or kit seal broken)
• Products that have been tampered with, improperly stored, or used contrary to instructions
• Products bought during final sale / clearance marked as “non-returnable”
• Digital services, programs, memberships, reports, consultations or downloadable content once delivered or accessed
• Gift cards, vouchers or promotional credits

Where local law gives you additional rights (for example, a cooling-off period for online purchases), we will comply with applicable regulations in that jurisdiction.

5. Damaged, defective or wrong items

If you receive:

• A product that is physically damaged
• A manufacturing defect (e.g., broken seal, unusual appearance, clearly compromised quality)
• An item that is different from what you ordered (wrong product, variant, quantity)

Please contact us as soon as possible, ideally within 48–72 hours of delivery, at:

✉️ info@eternell.org

Include:

• Your order number
• A brief description of the issue
• Clear photos or videos of:
  • The outer packaging
  • The shipping label
  • The product and its batch number, if visible
  • The damage or defect

Once verified, we may, at our discretion and in line with local law:

• Send a replacement at no extra cost, or
• Offer a refund (full or partial), or
• Provide store credit of equivalent value

6. Missing items

If your order is delivered but:

• One or more products are missing, or
• Quantity is less than what you paid for

Please contact us quickly with:

• Order number
• Photos of the received items and the packing slip / invoice

After investigation with our warehouse and courier partners, if we confirm that an item was not sent or was lost during packing, we will:

• Ship the missing item, or
• Issue a refund or store credit for the missing item’s value.

7. Return process – how to request a return

Step 1 – Contact us

Email us at info@eternell.org with:

• Subject line: Return / Refund Request – Order # [your order number]
• Your full name and contact number
• Reason for return (damaged / wrong item / quality issue / other – specify)
• Clear images or videos, where relevant

Step 2 – Our review

We will review your request and may ask for:

• Additional photos or information
• Batch number or expiry date details
• Clarification on how the product was stored/used

Step 3 – Return instructions

If your return is approved, we will:

• Provide a return address, and
• Any specific instructions (e.g., how to pack the item, reference number to add on the box)

Unless otherwise agreed or required by local law:

• You may be responsible for the cost of return shipping for non-defective items (e.g., change of mind).
• For damaged, defective or wrong items, we may cover or reimburse return shipping, or offer a no-return resolution where practical.

Step 4 – Inspection & refund

Once we receive the returned product:

• It will be inspected for eligibility and condition.
• If approved, we will process your refund or replacement.

8. Refund method & timelines

If a refund is approved:

• Refunds are usually issued to the original method of payment (e.g., card, wallet) or as store credit, depending on the case and your preference where applicable.
• Processing time after approval is typically 5–14 business days, but may vary based on:
  • Your bank or payment provider
  • Weekends and public holidays
  • Cross-border transactions

We will notify you by email when:

1. We receive your returned item (if applicable), and
2. Your refund has been processed.

If you do not receive a refund after the stated timeframe, please:

• Check with your bank or payment provider, and then
• Contact us at info@eternell.org if the issue persists.

9. Shipping charges, customs & non-refundable costs

Unless the return is due to an error on our side (e.g., defective, damaged, wrong item):

• Original shipping charges are generally non-refundable.
• Return shipping costs may be deducted from your refund or borne by you, depending on the situation and local consumer law.

For international orders:

• Customs duties, taxes, import fees and brokerage charges paid at the time of delivery are usually non-refundable.
• If a package is refused or not cleared due to non-payment of these charges, any cost incurred (including return shipping or destruction fees) may be deducted from any refund, if applicable.

10. Cancellations (before shipment)

You may request to cancel an order before it has been processed or shipped by contacting us as soon as possible at info@eternell.org with your order number.

• If the order has not yet entered processing or dispatch, we may be able to cancel it and issue a full refund.
• If the order has already been processed or shipped, cancellation may not be possible. In such cases:
  • You may follow the standard return process after delivery, subject to eligibility under this Policy and local laws.

11. Repeated returns & abuse of policy

We aim to be fair and supportive, but we also need to protect against misuse.
Eternell reserves the right to:

• Refuse returns or refunds in cases of suspected abuse, fraudulent claims or repeated excessive returns
• Block or limit accounts that repeatedly violate our Terms or return rules

Any such decisions will be taken reasonably and in line with applicable regulations.

12. Policy changes

We may update this Return & Refund Policy from time to time to reflect:

• Changes in our products, services or logistics
• Updates to local or international regulations
• Improvements to our customer experience

When we make significant changes, we will update the “Last updated” date at the top of this page. We encourage you to review this Policy periodically.

13. How to contact us

If you have any questions or concerns about returns, refunds or replacements, please contact us:

info@eternell.org

Branch Office – UAE
14th Floor, South Tower, Dubai Science Park, Dubai, UAE
+971 58 553 3724

Head Office – US
37660 Estuary Street, Newark, California 94560, US