Refund policy

Effective Date: 2026-02-17

1. Overview

At Eternall Wellness (operated by Survival Preps, LLC), we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through eternallwellness.com.

Summary

Region: United States
Return window: 30 days total, but damage must be reported within 48 hours of delivery
Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival
Restocking fee: 25% of the product price for approved returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Email: support@eternallwellness.com
Phone: 1-321-306-3859
Address: Survival Preps, LLC, 2145 Rockledge Dr, Rockledge, FL 32955, United States

Hours: Monday to Friday, 9 AM to 5 PM EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

The item arrived damaged, defective, or incorrect
The customer wishes to return a new item within the policy window
The damage or issue was reported within 48 hours of delivery
The product is returned within 30 days of delivery
The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

Your order number
Photos clearly showing the damage or issue
A brief description of the problem

We will review the information and, if approved, provide return instructions. If the item is confirmed defective or damaged on arrival, we may provide a prepaid return label at our discretion.

5. Return Shipping and Fees

Non-defective returns: Customer is responsible for return shipping costs.

Defective or damaged-on-arrival returns: If approved, we may provide a prepaid return label.

Restocking Fee: All approved returns are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item may not incur a restocking fee.

If you send an item back without prior approval and return instructions, your return may be delayed or refused.

6. Refunds and Replacements

After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
Refunds are issued to the original payment method within 7 business days after approval
If you prefer, we can send a replacement item instead of a refund (subject to availability)

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

Items reported after 48 hours of delivery (for damage/defect claims)
Items damaged due to misuse or neglect
Personalized, custom-made, or perishable goods
Intimate or sanitary products such as underwear, swimwear, or personal care items (unless sealed and unused)
Gift cards and downloadable digital items

9. Cancellations

Orders may be canceled before shipment for a full refund
Once shipped, cancellations are not possible. You must follow the return process outlined above.