Return policy

At Eternal Moments, we work every day to offer you the best quality products and guarantee your satisfaction.

If your order arrives damaged, broken, or unusable , you can request an exchange or a refund , according to the following terms:


Applicable cases for return or exchange

  • Item broken or not working properly at the time of delivery.

Deadline for reporting

You have 10 business days from the delivery date to report any damage.

How to request an exchange or refund

1️⃣ Contact our customer service team via WhatsApp or email , whose details you will find in the "Contact" section of our website.
2️⃣ Attach order number, a brief description of the problem, photos and a video that clearly shows the damage or defect of the product.
3️⃣ Once we receive your report, our team will review the information and contact you to confirm the approval of the change or refund and provide you with the next steps.

Refunds

If you choose a refund, the refund will be issued via the same payment method used for your purchase, once the case has been approved and the evidence validated.

Important

  • Applications submitted outside the established deadline will not be accepted.

  • No changes or refunds are accepted for reasons other than those stated.

    If the product does not meet personal expectations unrelated to its functionality (e.g., a different color than what is perceived on screen)

At Eternal Moments, your satisfaction is our priority. If you have any further questions, please don't hesitate to contact us. We're here to help!