Refund policy

At EterLove, operated by Speciava LLC, we want every customer to receive the correct product in the condition described on our website.

This Return & Refund Policy applies to purchases made through eterlove.shop. Please review this policy before placing your order.

30-Day Return Window

You may request a return within 30 days of the date your order is delivered.

We accept returns for both defective and non-defective products, subject to the eligibility requirements below.

Return Eligibility

To qualify for a non-defective return, the item must:

be unused and in the same condition in which it was received;
include its original packaging, accessories, manuals, and components;
show no signs of installation, alteration, misuse, or damage;
be returned only after receiving written return authorization from EterLove.

Proof of purchase is required for all returns.

Damaged, Defective, Incorrect, or Misdescribed Items

Please contact us within 30 days of delivery if:

the item arrives damaged;
the item is defective;
the wrong item was sent;
the item is materially different from the product description;
the order was affected by a fulfillment error.

Please include your order number and clear photos or videos showing the issue.

For an approved claim, EterLove may provide:

a replacement item;
a full or partial refund;
return instructions and a prepaid return label, if the item must be returned.

For approved returns involving damaged, defective, incorrect, or materially misdescribed items, EterLove will cover the return shipping cost.

Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days of delivery.

The item must be unused, unopened where applicable, and returned in its original packaging with all included accessories and components.

For change-of-mind returns:

the customer is responsible for return shipping costs;
original shipping charges, if any, are non-refundable;
EterLove does not charge a restocking fee.

We strongly recommend using a trackable shipping service. EterLove is not responsible for return packages that are lost or damaged during return transit when the customer arranged the shipping.

Fragrance Refills and Consumable Products

Unopened and unused fragrance refills may be returned within 30 days of delivery.

For hygiene, safety, and product-integrity reasons, opened, used, partially consumed, or unsealed fragrance refills are not eligible for change-of-mind returns.

This restriction does not apply if the refill arrived damaged, leaking, defective, incorrect, or materially different from its description.

Non-Returnable Items

We do not accept returns for:

opened or used fragrance refills, except for an approved quality or fulfillment issue;
products that have been used, installed, altered, intentionally damaged, or improperly handled;
products missing original packaging, accessories, components, or manuals;
products returned more than 30 days after delivery;
unauthorized returns sent without written return instructions;
products damaged because of misuse or failure to follow the product instructions.

Exchanges and Replacements

We do not offer direct exchanges for change-of-mind purchases.

For damaged, defective, incorrect, or materially misdescribed products, EterLove may provide a replacement as an approved resolution.

For a different product, color, model, or fragrance preference, please return the eligible item under this policy and place a new order.

How to Request a Return or Refund

To request a return, replacement, or refund, contact us within 30 days of delivery at:

support@eterlove.shop

Please include:

your order number;
the email address used to place the order;
the reason for the request;
clear photos or videos, where relevant.

After reviewing your request, we will notify you whether it has been approved and provide return instructions when required.

Do not send any product back without written authorization from EterLove. Unauthorized returns may be refused or returned to the sender.

The return address will be provided after your request is approved. Do not send returns to our business address unless our support team specifically instructs you to do so.

Return Shipping Costs

For approved returns involving damaged, defective, incorrect, or materially misdescribed products, EterLove will cover reasonable return shipping costs or provide a prepaid return label.

For approved change-of-mind returns, the customer is responsible for return shipping costs.

EterLove does not charge a restocking fee.

Inspection and Refund Processing

Returned products will be inspected after they are received.

If the return is approved after inspection, the refund will be issued to the original payment method within 3 to 5 business days.

If EterLove approves a refund without requiring the product to be returned, the refund will be issued within 3 to 5 business days after approval.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

If a returned product does not meet the conditions described in this policy, the refund may be reduced or refused. We will contact you before taking further action.

Order Cancellations and Modifications

To request an order cancellation or modification, contact us as soon as possible at:

support@eterlove.shop

Orders may be canceled within 24 hours of purchase, as long as the order has not been processed or shipped.

Requests to modify an order, including shipping-address changes, must be submitted within 8 hours of purchase.

Once an order has been processed or shipped, it can no longer be canceled or modified.

Submitting a cancellation or modification request does not guarantee approval. Requests are handled according to the order status when we receive them.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, the order may not qualify for a refund, replacement, or free reshipment.

If the parcel is returned to EterLove and can be reshipped, the customer may be responsible for the additional shipping cost.

Contact Us

For questions about returns, refunds, replacements, cancellations, or order modifications, contact:

EterLove / Speciava LLC
Email: support@eterlove.shop
Phone: +1 (213) 925-9799
Business Address: 30 N Gould St Ste N, Sheridan, WY 82801, United States

Customer Support Hours
Monday to Friday, 9:00 AM to 6:00 PM Pacific Time, excluding public holidays.