Refund policy
RETURN AND REFUND POLICY
We want you to be happy with your purchase from Eternal Flames Store.
VOLUNTARY 30-DAY RETURN POLICY
In addition to your statutory rights, we offer a 30-day return policy. You have 30 days after receiving your item to request a return.
To qualify under our voluntary return policy, the item should be unworn, unused and in substantially the same condition in which you received it. Proof of purchase may be required.
To request a return, contact us at:
contact@eternalflames.co.uk
You can also submit a return request through your customer account. Return requests are subject to our return rules and this Return and Refund Policy.
Please do not send any item back before contacting us. If your return is accepted, we will provide return instructions and the appropriate return address.
For change-of-mind returns under our voluntary return policy, customers are responsible for return shipping costs unless we agree otherwise.
Nothing in this policy affects your statutory consumer rights.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item is damaged, defective, misprinted, or you receive the wrong product, contact us as soon as possible at contact@eternalflames.co.uk.
Please include your order number, a description of the problem and, where possible, clear photographs of the item and packaging.
Where a product is confirmed to be defective, damaged or incorrect, we will arrange an appropriate remedy, which may include a replacement or refund. Where return of the item is required because it is defective or incorrect, we will cover the reasonable return cost.
Reporting a problem promptly helps us resolve it quickly and does not limit any statutory rights you may have.
CUSTOM AND PERSONALISED PRODUCTS
Products that have been made to your individual specifications or clearly personalised with customer-supplied names, text, photographs, artwork or other custom content may not be eligible for change-of-mind returns where applicable law provides an exemption.
This exclusion does not affect your rights if an item is faulty, damaged, incorrect or not as described.
Standard Eternal Flames merchandise featuring our regular designs is not treated as customer-personalised merchandise solely because it is printed after an order is placed.
UNITED KINGDOM – RIGHT TO CANCEL
If you are a consumer purchasing online in the United Kingdom, you normally have the right to cancel your purchase without giving a reason within 14 days after receiving the goods, subject to applicable legal exceptions.
After notifying us of your cancellation, you normally have a further 14 days to return the goods.
You may inspect and try on the item as you would reasonably do in a physical shop. We may make a deduction from the refund where the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Unless the item is defective or we agree otherwise, you are responsible for the direct cost of returning goods when exercising your right to cancel.
Where required by law, we will also refund the cost of our standard outbound delivery service. Additional costs resulting from choosing a more expensive delivery method are not refundable beyond the cost of our standard delivery option.
EUROPEAN UNION – 14-DAY RIGHT OF WITHDRAWAL
If your order is delivered to a consumer in the European Union, you generally have the right to withdraw from your online purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.
To exercise this right, contact us at:
contact@eternalflames.co.uk
Unless the product is defective or we agree otherwise, you are responsible for the direct cost of returning the goods.
Where required by law, the original standard delivery charge will also be refunded.
This right does not apply in circumstances where an exemption under applicable law applies, including certain goods made to the consumer's specifications or clearly personalised.
EXCHANGES
We do not currently operate a direct exchange service.
If you would like a different size or product, contact us first. Where a return is accepted, the simplest option may be to return the original item and place a new order.
REFUNDS
We will notify you after we have received and reviewed an authorised return.
Approved refunds will be made to the original payment method.
Where statutory cancellation rights apply, refunds will be processed within the time required by applicable law. For UK distance sales, this will normally be no later than 14 days after we receive the returned goods.
After we issue the refund, your bank or payment provider may require additional time to display the funds in your account.
If you believe an approved refund has not arrived, contact:
contact@eternalflames.co.uk
CANCELLATIONS
Because our products are produced on demand, production may begin shortly after an order is placed.
Customers may request cancellation of an order until the item has been fulfilled. You can submit a cancellation request through your customer account.
If you need assistance with a cancellation, contact us immediately at:
contact@eternalflames.co.uk
We will try to stop production where possible. This operational cancellation process does not limit any statutory cancellation or withdrawal rights that apply to your purchase.
CONTACT
Eternal Flames Store
Email: contact@eternalflames.co.uk
For full business contact information, please see our Contact Information page.