Refund & Returns Policy

Eternalab  |  Last updated: March 2026

We want you to love your fragrance. Because we know buying a scent online means you can’t smell before you buy, we’ve made our return process as simple and stress-free as possible.

1. Our Promise

If your fragrance isn’t right for you — whether the scent isn’t what you expected or it simply doesn’t suit you — we’ll make it right. You can return it, exchange it for a different scent, or receive a full refund or store credit. No fuss.

2. Eligibility

To qualify for a return, your order must meet the following conditions:

•         Your return request is submitted within 14 days of the delivery date.

•         The bottle has only been sprayed a few times to try the scent — it must not be significantly used or nearly empty.

•         The bottle is in its original packaging, undamaged.

•         The product was purchased directly from eternalab.com.au.

Items that do not meet these conditions may not be eligible for a return at our discretion.

3. Non-Returnable Items

The following cannot be returned:

•         Products that are more than lightly sampled (i.e., substantially used)

•         Gift cards or promotional vouchers.

•         Items purchased through third-party retailers or stockists.

 

4. How to Request a Return

To start a return, please contact us within 14 days of receiving your order:

•         Email: info@eternalab.com.au

•         Include your order number, the product name, and the reason for your return.

•         We’ll reply within 1–2 business days with your return instructions.

Please do not send items back without contacting us first — unrequested returns may not be accepted.

5. Return Shipping

Return shipping costs are the responsibility of the customer for change-of-mind returns. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

If your item arrived faulty, damaged, or incorrect, we will cover the return shipping cost in full. Please include a photo when contacting us.

6. Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed within 5–7 business days.

•         We do not charge any restocking fees for returned items.

Refund options:

•         Full refund to your original payment method, or

•         Store credit (issued as a code, valid for 12 months), or

•         Exchange for a different scent of equal or lesser value (you pay the difference for higher-value items).

Original shipping fees are non-refundable unless the return is due to our error.

7. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect product, please contact us within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.

8. Late or Missing Refunds

If you haven’t received your refund after 7 business days, please:

•         Check your bank account and credit card statement.

•         Contact your bank or payment provider — processing times can vary.

•         If you’ve done all of this and still have not received your refund, contact us at info@eternalab.com.au.

9. Contact Us

For any questions about this policy, please reach out:

•         Email: info@eternalab.com.au

•         Website: eternalab.com.au

•         Location: 6 Lapwing St, Wentworth point , Sydney, Australia.

•         ABN 54 644 785 264

We’re a Sydney-based team and we genuinely care about every customer’s experience. If something isn’t right, just reach out — we’ll sort it out.