Free delivery over $100

30 days return period Learn more

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@eternalmobility.com or phone number at +1 617-849-9599. We will provide the appropriate return address and instructions based on your location.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@eternalmobility.com.

Ordered Wrong Item or Something Additional that I Do Not Need.

  • If you have ordered the wrong item, please contact our customer service immediately

    • Pre-Shipment: If the order has not been fulfilled or shipped yet, the customer support agent will be able to cancel the order and send the refund to your original payment method;

    • Post-Shipment: Although we cannot halt or reverse shipments once dispatched, you may refuse the delivery. In this case, you are required to return the package back to the sender intact and unopened. If the return is approved by Eternal Mobility customer support, a refund will be sent.

  • Please consider that Eternal Mobility orders get fulfilled within 3-6 hours. Customer support agents will only accept order cancellations with a full refund if the cancellation request was received within 3 hours after the order was placed. Once the order is fulfilled by our fulfillment team, it cannot be canceled and can only be returned.

Items Missing from Order.

  • Immediate Action Required: Should you discover any items missing from your package, contact us without delay via email (info@eternalmobility.com) or phone number at +1 617-849-9599, providing your order number and the missing item's name. Our customer service team will swiftly address the issue. Resolution is guaranteed within 24 (twenty-four) hours following the verification of your claim.

  • All the missing item requests should be submitted within 7 days from the order delivery date.

Incorrect Address and Delivered Package.

  • Address Verification: We rely on the accuracy of the address provided at checkout and cannot verify or alter it post-purchase. If a package is delivered to an incorrect address due to customer error, we are here to assist. Our customer service can facilitate the placement of a new order at a reduced price to mitigate your loss; however, it is the customer’s responsibility to provide the current shipping information. Extra charges will be applied in this case.

Concerns Over Materials.

  • If you have allergies to certain materials or any other health concerns, we strongly recommend consulting with your doctor before making a purchase. Once a product has been purchased, cancellations or refunds will not be granted based on medical conditions.

What items are non-refundable.

  • The following items cannot be returned or refunded:

    • Shipping fees once the order has been shipped

    • Expedited shipping fees

    • Package loss warranty

    • Priority order processing

    • Pre-paid Gift cards

    • Discounted items marked discounted items marked as non-refundable on the site

Restocking fee - special circumstances

  • If your order does not meet the eligibility criteria for a refund but you believe your circumstances warrant special consideration, you may request a case review. If a refund is approved under these unique circumstances, a restocking fee of 30% will be deducted from the refunded amount.

Unauthorized returns without prior notification and approval

  • All returns must be approved by the Eternal Mobility team before being sent back. Any product returned without prior authorization will not be eligible for a refund.

The item I received is damaged.

  • If you have received a damaged item, please contact our customer service immediately. Contact us without delay via email (support@eternalmobility.com) or phone number at +1 617-849-9599, providing your order number and the damaged item's name. Our customer service team will swiftly address the issue, offering a replacement for the damaged item(s). Resolution is guaranteed within 24 (twenty-four) hours following the verification of your claim.

  • All the damaged item requests should be submitted within 7 days from the order delivery date.

Experiencing Discomfort.

  • Adverse Reactions: While rare, some users may experience mild sensitivity, redness, or tingling, especially when combining products with other active skincare ingredients. Our items are all-natural, but we recommend contacting customer service for guidance on avoiding such issues. Persistent problems warrant a return of the remaining and any unused products for a refund.

Prepaid Shipping Labels.

  • Shipping Policy: At this time, eternalmobility.com does not offer prepaid shipping labels for returns.

How will I get my refund?

The following refund options are supported:

  • Refund to the original payment method

  • Refund to store credit (if applicable)