Refund Policy

This Refund & Return Policy applies to consumers purchasing from our online store. For business customers (B2B), different terms may apply.

Right of Withdrawal for Consumers

If you are a consumer (i.e., an individual acting for purposes which are wholly or mainly outside your trade, business, craft, or profession), you have the right to withdraw from this contract within fourteen (14) days without giving any reason.

The withdrawal period expires fourteen days after the day on which you, or a third party nominated by you (other than the carrier), take(s) physical possession of the goods. To exercise the right of withdrawal, you must inform us (Eterna Flowers Jewels, Werner Str. 126, 71636 Ludwigsburg, Germany, eterna.flowers444@gmail.com) of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or an email). You may use the model withdrawal form provided below, but it is not obligatory.

Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the cost of standard delivery (excluding any supplementary costs resulting from your choice of a more expensive type of delivery than our least expensive standard option), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Obligation to Return the Goods
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods.

  Model Withdrawal Form (Annex)
  (Complete and return this form only if you wish to withdraw from the contract)
  — To: Vivas, Werner Str. 126, 71636 Ludwigsburg, Germany, eterna.flowers444@gmail.com
  — I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the supply of the following service ():
  — Ordered on ()/received on ():
  — Name of consumer(s):
  — Address of consumer(s):
  — Signature of consumer(s) (only if this form is notified on paper):
  — Date:
  () Delete as appropriate.

Returning Items
Items must be returned in perfect, unworn condition, with all protective films intact (if applicable), and in the original presentation box or packaging.

We reserve the right to refuse refunds for items showing signs of wear, damage, or missing parts.

Return Shipping Costs:

• For withdrawals (change of mind): You are responsible for the direct costs of returning the goods.
• For defective, damaged, or incorrect items: We will cover the return shipping costs. Please contact us first to receive a prepaid return label or arrange for cost reimbursement.

Non-returnable Items / Exceptions
The following items cannot be returned:

• Products that are custom-made to your specifications or clearly personalized (e.g., with an engraved name) are exempt from the right of withdrawal, provided we have informed you of this and obtained your explicit consent before purchase.
• Mystery products / surprise items
• Sale items or gift cards

Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at eterna.flowers444@gmail.com, including photos of the item and its packaging. This is a claim under your statutory warranty rights, separate from the right of withdrawal. We will assess the issue promptly and offer a suitable solution (replacement, repair, or refund).

Refunds
Refunds will be processed only after the returned item has been received and verified to be in the required condition. Once approved, the refund will be issued to your original method of payment within 10 business days. Please note that depending on your payment provider, it may take additional 3-10 business days for the refund to appear in your account.

Exchanges
Exchanges are not available  at this time.

We recommend placing a new order for the desired item and returning the original one under our standard return procedure.

Contact
For any questions about returns or refunds, please contact us at eterna.flowers444@gmail.com.