Refund policy

At Eternhora, we take pride in delivering elegant timepieces with care and precision. Your satisfaction is important to us. Please review our return and refund policy below.

Return Eligibility

We accept refund requests in the following cases:

Product arrives damaged during delivery
Wrong item or variant received
Cosmetic imperfections reported within 3 days (see conditions below)

To be eligible, you must:

Report the issue within 3 days of receiving your order
Provide clear photo evidence of the issue, including the product and packaging

Cosmetic Imperfections – Limited Coverage

We understand that international shipping may occasionally cause minor flaws. To ensure fairness, the following conditions apply:

Eligible imperfections include clearly visible scratches, dents, or scuffs on the watch case, crystal, or clasp at delivery.
Imperfections must be noticeable at first inspection. Very fine, microscopic, or natural variations that do not affect function or appearance are excluded.
Issues must be reported within 3 days of delivery with at least 2 clear photos.
Claims caused by handling, wearing, resizing, or attempted adjustments will not be accepted.

Refunds

Once your request is verified and approved, Eternhora will provide one of the following resolutions:

Partial Refund (No Return Required)
- For minor cosmetic imperfections that do not affect function, we may offer a partial refund (amount at Eternhora’s discretion) as a goodwill solution.
- The product does not need to be returned in this case.
Full Refund (Return Required)
- For major damage, wrong items, or significant imperfections, you may receive a full refund after returning the product.
- Refunds are processed within 5–10 business days after confirmation of receipt and inspection of the returned product.

Return Shipping & Reimbursement

Customers are responsible for arranging and paying for return shipping upfront. Eternhora does not provide prepaid return shipping labels.
If, after inspection, the issue is confirmed to be a major mistake on our part (e.g., wrong item sent, major damage), Eternhora will reimburse the return shipping fee.
To qualify for reimbursement, customers must provide a valid return shipping receipt showing the actual cost paid.
Shipping reimbursement is capped at a reasonable standard shipping rate; premium/express shipping costs will not be covered.

Customer Responsibility for Returns

To ensure a smooth refund process, customers must:

Use secure and protective packaging when sending back the product (ideally in the original packaging with padding).
Ensure the watch is protected against impact, scratches, and moisture during transit.
Use a trackable and insured shipping method, as Eternhora is not responsible for lost, delayed, or damaged return shipments.

Failure to package the product safely may result in deductions from the refund or rejection of the return if the product arrives further damaged.