Refund policy

Your operational confidence is paramount. If your gear doesn’t meet the standard, leverage our straightforward return and refund process

1. What Products Can Be Returned

We accept returns only for new, unopened products. bespoke & personalised items  cannot be returned.

2. Eternal rose Warranty — we’ve got you covered

Our warranty applies to all items purchased directly from Eternal Rose and covers any defects in materials or craftsmanship under normal use throughout the warranty period.

3. Warranty Timeframe

All Eternal Rose jewellery and preserved roses are covered by a two (2) year warranty from the date of purchase.

If, within this period, your item is found to be defective due to a manufacturing or material fault under normal use, we will provide a like-for-like replacement at no additional cost. If the original item is no longer available, a suitable alternative of equal value and similar style will be offered.

Any replacement item will remain covered under the original warranty period from the date of the initial purchase.

4. Return Time frame

Returns are accepted within 30 days of delivery.

5. Item Condition Requirements

To be eligible for a return, items must be unused, in their original packaging, with all tags and accessories included

6. How to Start a Return

To initiate a return, contact us at Hello@eternal-rose.co.uk with your order number. Once approved, we’ll send return instructions. Please include your receipt or order confirmation, and package the items securely

7. Return Shipping Costs

Customers are responsible for return shipping unless the item is damaged or incorrect.

8. Refunds

Refunds are processed within 3 business days after we receive your return. They’re issued to the original payment method. Shipping fees are non-refundable unless the return is due to our error.

9. Exchanges

Exchanges are not available at this time. To exchange an item, please return your original purchase and place a new order.

10. Contact Information

If you have any questions about your returns, just reach out to us at Hello@eternal-rose.co.uk. We usually get back to you within 24 business hours. Our support team is available Monday to Friday: 9 AM–5 PM, to help you out.