Customer service is at the heart of our operations at ETERNITEA LLC, and therefore it is our duty to have an open returns policy with our customers. We are just as passionate about the satisfaction of our customers as we are about the tea we blend for them, so we pride ourselves on what we do and we hold ourselves to the highest standards, and we expect you to too!

Physical Products:

Once you receive your product, we ask that you give it an inspection before any form of usage so that you are certain that you are happy with your purchase. We ensure optimal quality prior to shipment, and all items sold are packaged extremely safely, however if you believe there is a defect at the time of receival which was not in any way your fault, we urge you to contact us within 48 hours of receival in order to qualify for a return on us. You must also contact us within this period if you believe you did not receive what you ordered. This is part of our unconditional guarantee.
If you simply wish to return a product, you have 30 days from the delivery date to return the product to be eligible for a full refund. The product must be with the original packaging and the condition be unchanged. All accessories must also be included in the return shipment. Refunds will be processed within 7 working days of us receiving the product. If you return your item outside of the 30 days, then we reserve the right to refuse a refund. Shipment costs and insurance for the return is your responsibility. Evidence of shipment must also be provided.
If you have used, adjusted or personalised your product in any way that may affect its saleability, or stored to the point that the packaging becomes worn, we reserve the right to refuse a full refund. We may offer a partial refund to cover repair or any other costs involved in returning the product to its original quality and condition, or none at all.
If you purchased a product by mistake, please let us know immediately. As our dispatch system is very efficient, we may have already shipped out your item if you contact us too late. We will not cover the return postage costs in this scenario. If the product has already been shipped out and you wish to return it due to a mistaken purchase, it must be returned in an unopened condition, otherwise we may subtract any costs of repackaging or replacement from your refund. You must provide us by email proof of return shipment at [email protected] within 7 days of receiving the original shipment.

All of our refund and return policies are only valid for products sold directly through us. If you purchased from elsewhere, we reserve the right to decline your return/refund application. However, you may still be able to make your request with the third-party vendor in question. We heavily recommend contacting them if this is the case.

Our contact email address is: [email protected]
Please do not hesitate to contact us if you have any questions, concerns, or would like to apply for or check your validity for a return and/or refund.