Return & Refund Policy

At EternaLush, we take immense pride in offering handcrafted, made-to-order jewelry that celebrates life’s most meaningful moments. Each piece is created with love and care, often customized just for you. As such, we follow a return and refund policy that reflects the nature of our personalized products.

Do You Accept Returns?

Unfortunately, we do not accept returns on any orders. Because our items are made-to-order and often personalized, we are unable to restock or resell them once shipped.

What If My Product Arrives Damaged or Incorrect?

While rare, if your order arrives damaged, defective, or not up to our usual standards, we’re here to help.

Please contact us within 7 days of receiving your order at eternalush@gmail.com with:

  • A clear photo of the item

  • A brief description of the issue

  • Your order number

After reviewing your case, we may offer a free replacement (remake). Refunds are not standard, but in exceptional cases—such as proven production errors or credit card fraud—a refund in the form of store credit (EternaLush Cash) may be issued.

When Refunds Are Not Available

We cannot offer refunds in the following situations:

  • You change your mind after purchase

  • Incorrect personalization was entered by the customer at checkout

  • You provided an incomplete or incorrect shipping address

  • The issue is not due to our fault or ShineOn’s manufacturing error

Rare Exceptions

In extreme circumstances (e.g., multiple remakes, fraudulent orders, or proven manufacturing faults), we may process a refund in store credit only, subject to internal approval.

Discretionary Refunds & Third-Party Platforms

If you purchased EternaLush products through a third-party marketplace, refund policies may differ. EternaLush is not liable for refunds issued independently by sellers on external platforms.

Need Help?

We genuinely care about your satisfaction and will do our best to resolve any concerns. Please contact our support team at eternalush@gmail.com and we’ll work together toward a fair solution.

By completing a purchase on our website, you acknowledge and agree to the terms outlined in this Return & Refund Policy.