It is absolutely important to us that you are completely satisfied with your purchase that is why we offer a credit note only in cases which:
- The item is damaged
- Or you have simply changed your mind
- The item is not opened and in original condition with the plastic seal still attached.
- The item is not a sale item.
- The item has not been tampered with.
- The item is returned to us within 14 days from delivery date.
- A receipt and proof of purchase is available.
Absolutely no returns accepted on items returned to us opened or tampered with. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by Eternum Labs.
The credit note will be issued in the form of a gift card which can be used to purchase a replacement.
Please note all return shipping costs need to be covered by the customer except in cases where the item is confirmed to be faulty by our team.
*We do not offer refunds for change of mind, however we can provide you with a credit note equivalent to the price of the item/s you purchased.
*Should our return policy not been honoured, the item will be sent back with charges payable by the customer.
*All Final Sale Items cannot be returned for a refund or exchange. Any Final Sale Items which are returned will be refused upon delivery and returned to sender.
Orders placed with Afterpay are only eligible for a credit note unless proven to be faulty after inspection by our team. Visit Afterpay’s refund policy here: https://www.afterpay.com.au/terms/
We treat every order with absolute care and pack them with precision and love to make sure they are in a good condition. However in the unlikely case of an item being delivered faulty or not as advertised, we will happily provide you with a full refund provided:
You notify us within 14 days from delivery date providing a description of the fault in your items along with pictures as proof via email to info@EternumLabs.com.au
Your claim of the faults have been reviewed and approved by our staff
Please note: Once your refund has been approved by our staff and a notification sent to you, it may take up to 5-7 business days for the funds to appear in your account, so please be patient. However if your refund has taken longer than this period, please contact us so we can investigate the cause of the delay.
In the case that an item is faulty, we will be able to cover the return shipping cost. Simply email a photo of postage receipt to our staff for a reimbursement.
If you wish to return something you purchased using AfterPay, the process is the same. Unless the item is deemed faulty, you will be issued store credit for the full amount of the unwanted item. Please note, your personal agreement with Afterpay will still stand and you will continue to pay any scheduled repayments.
Eternum Labs Returns
PO BOX 123, Varsity Lakes,
QLD, Austalia 4227
Please contact our team at info@EternumLabs.com.au with your return enquiry for instructions.
Please note: All returns will take approximately 2-4 business days from date of delivery to us to be processed. We appreciate your patience!
For all other exchange and refund enquiries, please contact us at info@EternumLabs.com.au