Refund Eligibility
To be eligible for a refund, your item must meet certain criteria. Refunds are considered on a case-by-case basis and depend on the nature of the product, its condition upon return, and the reason for the return. Not all items qualify for refunds, and eligibility may vary depending on whether the item is standard, personalized, or part of a limited promotion.
Return Time Frame
You have 30 days from the date your order was delivered to initiate a return request. After this period, we’re unable to process refund requests. Please note that the 30-day window begins when your package is marked as delivered by the carrier—not when it was shipped or purchased.
Condition of Returned Items
For a return to be accepted, items must be in resellable condition: unused, unworn, undamaged, and in their original packaging with all tags, labels, and accessories intact. Any signs of wear, use, washing, or alteration may disqualify the item from being refunded.
Refund Processing Time
Once we receive and inspect your returned item, we aim to process your refund within 7 business days. The time it takes for the refund to appear in your account depends on your financial institution and payment method—typically between 3–10 additional business days.
Non-Returnable Items
For hygiene, safety, and regulatory reasons, certain categories are non-returnable. This includes but is not limited to: intimate apparel, skincare products with broken seals, personalized or custom-made items, digital downloads, and opened wellness supplements. If you’re unsure whether an item qualifies, please contact us before placing your order.
Return Shipping Responsibility
Return shipping costs are generally the responsibility of the customer. However, if your return is due to an error on our part—such as receiving the wrong item, a defective product, or a damaged shipment—we’ll provide a prepaid return label or reimburse your shipping cost upon verification. Specific arrangements will be communicated after your return request is reviewed.
Contact Information
If you have questions about returns or need assistance initiating one, please reach out through our online contact form or live chat support. You can also visit our Help Center at https://www.eternallightsoul.com for self-service resources and step-by-step guidance. For faster assistance, include your order number and a brief description of your request. To obtain your return address, please contact us using these online channels—we’ll respond promptly with the appropriate details.