Return & Refund Policy
At La Eterna we take great care in ensuring the quality, safety, and hygiene of every skincare product we sell. Because of the sensitive nature of skincare and personal care products, we do not accept returns or exchanges once a product has been delivered.
Why Are Our Products Non-Returnable?
Due to health, hygiene, and safety regulations, and in accordance with the Consumer Protection (E-commerce) Rules, 2020 and FSSAI/cosmetic product guidelines, we do not accept returns on:
• Opened or used products
• Products with broken seals or tampered packaging
• Skincare and cosmetic products (creams, serums, face masks, etc.)
This policy helps us ensure that each item you receive is fresh, untampered, and safe for use.
Exceptions – If You Receive a Damaged, Defective, or Wrong Product
Though we do not accept returns, we do stand by our commitment to product quality and service. If:
• Your product arrives damaged in transit
• You receive the wrong product
• Your order is missing items
Please contact us within 48 hours of receiving your order.
How to Request a Replacement or Refund
To help us resolve the issue quickly:
1. Email us at goldendeer45@gmail.com within 48 hours of delivery.
2. Include:
o Your Order ID
o Clear photos or videos of the damaged/wrong item, the outer box, and the shipping label
3. Our customer support team will review and respond within 1–2 business days.
If your claim is approved:
• A replacement will be shipped (based on availability), or
• A refund will be processed to your original payment method within 7–10 business days.
Important Notes
• Claims made after 48 hours of delivery will not be accepted.
• Refunds are not applicable for minor packaging damage that does not affect product quality.
• We reserve the right to decline a replacement or refund if the claim is not supported with proper evidence.
Need Help?
We're here for you. If you have any questions or concerns, please contact:
Email: contact@laeterna.com
Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST