Política de reembolso

Return & Refund Policy

Last updated: 25 may 2026

Thank you for shopping at Eternal Bloom.

We want you to be happy with your purchase. This Return & Refund Policy explains how returns, refunds, damaged items and order issues are handled.

Please read this policy carefully before placing an order.

1. Return Window

If you change your mind about your purchase, you may request a return within 14 days from the date your order is delivered.

To start a return, please contact us at:

carlosortega0113z@gmail.com

Please include your order number and the reason for your return request.

Returns requested after the 14-day return window may not be accepted.

2. Eligibility for Returns

To be eligible for a return, the item must be:

- Unused
- Undamaged
- In the same condition in which you received it
- In its original packaging
- Complete with all included accessories, cards, gift boxes, protective materials and documentation

Items that are returned damaged, used, incomplete, altered, without original packaging, or outside the return window may be refused or may only qualify for a partial refund.

3. How to Start a Return

To start a return, please contact us at:

carlosortega0113z@gmail.com

Please do not send any item back before contacting us and receiving return instructions.

If your return is accepted, we will provide instructions on where and how to send your package.

Items sent back without prior return approval may not be accepted.

4. Return Shipping Costs

For returns due to a change of mind, incorrect choice, or any reason not caused by a product defect or our error, the customer is responsible for the return shipping costs.

Original shipping costs are non-refundable unless the return is due to our error, a defective item, a damaged item, or an incorrect item being delivered.

We recommend using a tracked shipping service for returns. Eternal Bloom is not responsible for returned items lost in transit.

5. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery at:

carlosortega0113z@gmail.com

Please include:

- Your order number
- Clear photos of the damaged or incorrect item
- Clear photos of the outer packaging
- Clear photos of the inner packaging
- A brief description of the issue

Please do not discard the product or packaging until your case has been reviewed.

After reviewing the issue, we may offer one of the following solutions:

- Replacement
- Refund
- Partial refund
- Store credit
- Another appropriate solution, depending on the case

6. Fragile Items

Some Eternal Bloom products include delicate preserved floral elements, glass domes, decorative packaging, ribbons, cards, lights or other fragile components.

We take care to ensure that products are packaged appropriately. However, because these items may be delicate, it is important that any damage is reported quickly and documented with photos.

Damage caused by misuse, improper handling, accidental damage after delivery, or failure to follow care instructions is not covered by this policy.

7. Personalized Message Cards

Some products may include a personalized message card.

Please make sure your message is correct before placing your order.

We are not responsible for spelling mistakes, incorrect names, incomplete messages or formatting issues provided by the customer.

If you need to correct a personalized message, please contact us immediately after placing your order. We cannot guarantee changes once the order has been processed or sent to the supplier.

Personalized or custom-made items may not be eligible for return where permitted by applicable law, unless they arrive damaged, defective or incorrect.

8. Non-Returnable Items

Certain items may not be eligible for return, unless they arrive damaged, defective or incorrect.

Non-returnable items may include:

- Personalized or custom-made products, where permitted by applicable law
- Gift cards
- Free gifts or promotional items
- Items marked as final sale, where permitted by applicable law
- Items that have been used, damaged or altered after delivery
- Items returned without original packaging or missing components

This does not affect your legal rights in relation to faulty, damaged or incorrectly supplied products.

9. Refunds

Once your return is received and inspected, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

If your return is rejected because the item does not meet the return conditions, we will contact you to discuss the available options.

10. Partial Refunds

Partial refunds may be granted in certain cases, including but not limited to:

- Items returned with missing packaging or accessories
- Items showing signs of use
- Items not returned in their original condition
- Minor cosmetic damage that does not prevent the product from being used
- Cases where only part of the order is affected

11. Exchanges

We do not guarantee direct exchanges.

If you would like a different product, the fastest option is usually to return the original item, if eligible, and place a new order.

If your item arrived damaged, defective or incorrect, please contact us and we will review whether a replacement can be arranged.

12. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at:

carlosortega0113z@gmail.com

We will do our best to cancel the order before it is processed.

However, once an order has been processed, personalized, prepared or shipped, we may not be able to cancel it.

If cancellation is no longer possible, you may still be able to request a return after delivery according to this policy.

13. Refused Deliveries and Unclaimed Packages

If a package is refused, not collected, or returned because of an incorrect or incomplete address provided by the customer, additional shipping costs may apply.

Refunds for refused or unclaimed packages may be reduced by any shipping, handling, return or restocking costs incurred, where permitted by applicable law.

14. Lost Packages

If your tracking information shows that your package has not moved for an unusual period of time, or if the estimated delivery window has passed, please contact us at:

carlosortega0113z@gmail.com

We will investigate the issue with the supplier or shipping provider.

If the package is confirmed as lost, we may offer a replacement, refund or another appropriate solution depending on the case.

15. European Union Customers

If you are located in the European Union, you generally have the right to withdraw from an online purchase within 14 days from the date you receive your order, unless a legal exception applies.

To exercise this right, please contact us within the 14-day period at:

carlosortega0113z@gmail.com

You may be responsible for the cost of returning the item unless the item is defective, damaged, incorrect, or unless otherwise required by applicable law.

Refunds will be processed after the returned item has been received and inspected, or after you provide sufficient proof of return shipment where required by applicable law.

This policy does not limit any mandatory consumer rights you may have under applicable law.

16. Contact Us

If you have any questions about returns or refunds, please contact us:

Eternal Bloom
Email: carlosortega0113z@gmail.com
Website: eternalbloom.store