Refund Policy
Last Updated: April 15, 2024
At Eternal Moments, we want you to be completely satisfied with your purchases. This Refund Policy explains our procedures for returns, refunds, and exchanges for products and services purchased through our website.
1. Digital Products and Subscriptions
1.1 E-Books, Guides, and Digital Downloads
Due to the nature of digital products, we generally do not offer refunds on e-books, guides, or other digital downloads once they have been purchased and delivered. However, if you experience technical issues with downloading or accessing your purchased digital product, please contact our customer service team within 7 days of purchase, and we will assist you in resolving the issue or provide a replacement.
1.2 Online Courses and Workshops
For online wedding planning courses and workshops:
- If you have not accessed more than 20% of the course content, you may request a full refund within 14 days of purchase.
- If you have accessed more than 20% but less than 50% of the course content, you may be eligible for a partial refund within 14 days of purchase, at our discretion.
- No refunds will be issued after 14 days of purchase or if more than 50% of the course content has been accessed.
1.3 Subscriptions and Memberships
For subscription-based services:
- Monthly subscriptions can be canceled at any time. No refunds will be provided for the current billing period, but no further charges will occur.
- Annual subscriptions may be eligible for a prorated refund if canceled within 30 days of payment. After 30 days, no refunds will be issued for the remaining subscription period.
- Promotional or discounted subscriptions are non-refundable unless required by law.
2. Physical Products
2.1 Return Eligibility
For physical products such as wedding planning books, merchandise, or wedding accessories:
- Products must be returned within 30 days of delivery.
- Items must be unused, in their original packaging, and in the same condition as received.
- Proof of purchase is required for all returns.
- Personalized items such as custom wedding stationery are only eligible for return if they arrive damaged or defective.
2.2 Non-Returnable Items
The following items cannot be returned or exchanged:
- Gift cards
- Personalized or custom-made items
- Items marked as final sale or clearance
- Digital downloads
- Products with seals broken, unless they are defective
2.3 Return Process
To initiate a return:
- Contact our customer service team at [email protected] or call +448122932660 to request a return authorization.
- Once approved, you will receive return instructions and a return merchandise authorization (RMA) number.
- Package the item securely with all components and original packaging.
- Include the RMA number on the outside of the package.
- Ship the item to the address provided in the return instructions.
2.4 Return Shipping
Return shipping costs are the responsibility of the customer, except in cases where the product is defective, damaged during shipping, or if we sent an incorrect item. In these cases, we will provide a prepaid return shipping label.
3. Workshops and Events
3.1 In-Person Workshops
For in-person wedding planning workshops, classes, or events:
- Full refunds are available if canceled at least 14 days before the event date.
- 50% refund if canceled between 7-13 days before the event.
- No refunds for cancellations less than 7 days before the event.
- You may transfer your registration to another person at no additional cost by notifying us in advance.
3.2 Event Cancellation by Eternal Moments
If we cancel an event or workshop, you will be offered either:
- A full refund
- Credit toward a future event
- An alternative date for the same event, if available
4. Refund Processing
4.1 Refund Method
Refunds will be issued using the original payment method whenever possible:
- Credit/debit card payments will be refunded to the same card.
- PayPal payments will be refunded to the same PayPal account.
- Alternative refund methods may be arranged in special circumstances.
4.2 Refund Timing
After we receive and inspect your returned item, we will process your refund or exchange:
- Digital product refunds are typically processed within 3-5 business days.
- Physical product refunds are typically processed within 5-10 business days after receiving the returned item.
- Your bank or credit card company may require additional time to process and post the refund, typically 5-10 business days.
5. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 48 hours of receiving the product.
- Provide photos of the damaged item and packaging, if possible.
- We will arrange for a return shipping label and a replacement or refund.
We are not responsible for damages that occur after delivery if the shipping carrier has confirmed successful delivery.
6. Exceptions and Special Circumstances
We understand that special circumstances may arise and will consider exceptions to this policy on a case-by-case basis. If you have a unique situation not covered by this policy, please contact our customer service team to discuss your options.
7. Consumer Rights
This Refund Policy does not affect your statutory rights as a consumer. If you are based in the UK or EU, you have certain rights under consumer protection laws that may entitle you to a refund under specific circumstances.
8. Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes.
9. Contact Us