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    Returns & Refunds

    How do I return an item?

    Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

    Only items purchased directly from Eternal LEDs will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

    Returned items must be in original packaging, including any accessories, manuals, and documentation.

    Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right to not refund. Products that have been personalized cannot be refunded.

    Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

    Returns made without receipt may be refused. Eternal LEDs reserves the right to deny any return.

    How long is the return process?
    Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed. A refund will be credited for returned products, refund excludes all shipping and handling fees.

    What if the item(s) I received are defective/incorrect/damaged?
    If the items that you receive are not what you ordered please contact us ASAP, If the items are damaged or defective, again please contact us and we will review your request. (Sending images/videos is very helpful for our team)

    Please contact our Customer Support team (Contact Us Page) to start the process. Please include the following information:

         •  Order number
         •  Proof of purchase
         •  Video/photo of the faulty/incorrect product 
         •  Complete delivery address
         •  Contact telephone number

    In some cases, you may be required to include a video or photo of the defective product for proof in order to replace the product.

    A replacement will be shipped out to you as soon as possible. If you would like a refund instead, it will be issued upon request.

    When will I receive my refund?
    All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request.

    How do I change or cancel my order?
    Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.

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