FAULTY OR DAMAGED ITEMS

  • We take great care in packaging all of your items so they get to you safely and promptly but sometimes, things can happen to the package that are out of our control.
  • We will accept returns on faulty or damaged items but can not accept returns if only the packaging that is damaged and the items are fine.
  • If you wish to report this, you must contact our store within 3 BUSINESS DAYS upon your order being reported by Australia Post as "delivered".
  • Please email us info@theeternalspirit.com.au to start the process.
    • For returns to be dealt with efficiently, we will require you to either
      • Email a photo of the faulty or damaged item with a mention of the invoice number OR
      • Show it to us in person if you are coming into our store with proof of receipt.
      • Please be patient and allow us the time to resolve the situation for you.
    • The customer accepts responsibility for returning the faulty or damaged item back to Eternal Spirit.  In the instance that the item is required to be sent back to Eternal Spirit, the customer must send it back to Eternal Spirit:
      • Using a fair and reasonable method of post
      • Safely packaged and identifiable upon us receiving it
      • With a tracking number
    • Once received by Eternal Spirit, Eternal Spirit will refund the cost of postage and the costs of sending out a replacement to the customer.  If the customer is not interested in a replacement, they will get a full refund.



    EXCHANGES

    • All items can be exchanged EXCEPT ON EARRINGS (regardless of if they are worn or not) so please choose carefully.
    • An item can be exchanged for a maximum of ONCE only.
    • If you wish to initiate an exchange, you must contact our store within 3 BUSINESS DAYS upon your order being reported by Australia Post as "delivered".
    • Please email us info@theeternalspirit.com.au to start the process.
    • The customer is responsible for the cost and care of returning the unwanted item back to Eternal Spirit.
    • Items can either be returned by post or in-store.
    • It is recommended that the customer considers insurance and tracking for the returning the item to Eternal Spirit as Eternal Spirit cannot be held responsible for any loss or damage to the item(s).  If the item is damaged in transit, whether by Australia Post or in person, we will be unable to process your exchange/refund!

     

    REFUNDS

    • We are happy to offer a refund for change of mind EXCEPT ON EARRINGS (regardless of if they are worn or not) so please choose carefully.
    • All refunds will incur a 10% ADMIN/RESTOCKING fee
      For example, if you bought a $20 crystal, we will refund you $18 upon receipt of the return of goods.
    • If you wish to initiate a refund, you must contact our store within 3 BUSINESS DAYS upon your order being reported by Australia Post as "delivered".
    • Please email us info@theeternalspirit.com.au to start the process.
    • The customer is responsible for the cost and care of returning the unwanted item back to Eternal Spirit.
    • Items can either be returned by post or in-store.
    • It is recommended that the customer considers insurance and tracking for the returning the item to Eternal Spirit as Eternal Spirit cannot be held responsible for any loss or damage to the item(s).  If the item is damaged in transit, whether by Australia Post or in person, we will be unable to process your exchange/refund!


    REFUNDS WITH AFTERPAY
    If you placed your order using Afterpay, when we process a refund for that order, we will notify Afterpay of the amounts to be refunded, which is then processed on their end.
    The refund amounts are taken off the last payments first.
    If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that is linked to your Afterpay account.
    It may take your financial institution 3-5 business days to refund the money to your card so please be patient.

    For example, if you made a $400 purchase using Afterpay (i.e. 4 instalments of $100 each) and wish to return items worth $250, once your return has been processed by us, we will notify Afterpay who will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50.


    SALE ITEMS

    • All sale items are final, non-refundable and non-exchangeable so please choose carefully.