Returns and Refunds
Last updated 29 August 2026 · ETERNAL ETHEREAL LIMITED, company number 16846113
This policy applies to business customers. As a trade supplier we do not sell to consumers, so the consumer cancellation rights under the Consumer Contracts Regulations do not apply. The rights below are given by us contractually.
1. Damaged, short or incorrect goods
If your order arrives damaged, short-shipped or containing the wrong items, tell us within 3 working days of delivery at [email protected], quoting your order number and including photographs of the outer carton and the affected goods.
Once verified we will, at your choice, send a replacement at our cost or issue a full refund for the affected lines including the proportionate delivery charge. We arrange and pay for collection where goods need to come back.
2. Faulty goods
Latent defects not visible on inspection must be reported within 14 days of delivery. We will inspect and, where the defect is confirmed, replace or refund the affected units in full.
3. Change of mind
Unopened, undamaged full cases in their original outer packaging may be returned within 14 days of delivery by prior written agreement. Return carriage is at your cost, and a restocking charge of 15% of the line value applies. We cannot accept back opened cases, split cases, or any product whose outer seal or labelling has been altered.
4. Goods we cannot accept back
- Opened or part-used product, for cosmetic hygiene and safety reasons
- Split or incomplete cases
- Product stored outside the conditions on its packaging, or beyond its period-after-opening
- Special-order, private-label or bespoke lines made to your specification
5. How refunds are made
Approved refunds are issued to the original payment method. Card refunds are processed within 5 working days of us approving the claim or receiving the returned goods, and typically appear on your statement within a further 3–10 working days depending on your bank. Bank transfer refunds are sent within 5 working days.
6. How to start a return
- Email [email protected] with your order number, the product codes and the reason.
- We reply with a returns reference and, where applicable, a collection booking.
- Mark the returns reference clearly on the outside of the carton. Returns sent without a reference may be refused.
Nothing in this policy limits your statutory rights or our obligations under the Sale of Goods Act 1979 as it applies to business-to-business sales.
Contact
Questions about this policy should be sent to [email protected] or by post to ETERNAL ETHEREAL LIMITED, 184 St. Benedicts Road, Birmingham, England, B10 9DN, United Kingdom.