Refund policy


Returns & Refunds Policy



At EternaGlow, we take pride in offering high-quality light therapy and wellness products. While we hope you love your purchase, we understand that issues may occasionally arise. Please review the policy below for returns, refunds, and warranty support.





Damaged or Faulty Items



If your item arrives damaged, faulty, or not as described, please contact us within 7 days of delivery at support@eternaglow.com.au with:


  • your order number
  • a brief description of the issue
  • clear photos or videos of the product and packaging



We will assess your claim and, where appropriate, offer a replacement, refund, or store credit.


If a fault develops after this initial period, please refer to our Warranty Coverage section below.





Change of Mind Returns



We accept returns for change of mind under the following conditions:


  • the item must be unused, unopened, and in original packaging
  • proof of purchase must be provided
  • the return request must be submitted within 15 days of receiving your order



Items returned without prior approval will not be accepted.





Non-Returnable and Hygiene-Sensitive Items



For safety and hygiene reasons, the following items cannot be returned once opened or used:


  • facial cleansing brushes
  • skincare tools that come into direct contact with the skin
  • personal or sanitary items



Electronic devices and light therapy products may be eligible for warranty assessment if they show no signs of misuse and are returned in original condition.





Warranty Coverage



At EternaGlow, we stand behind the quality of our products.


Most devices include a 12-month limited warranty from the date of purchase, covering manufacturing defects and faults that occur under normal use.


If your product develops a fault within this period:


  • please contact our support team with details and supporting evidence
  • we will assess the issue and determine an appropriate resolution



Depending on the situation, this may include:


  • replacement
  • partial refund
  • store credit
  • or another suitable solution at our discretion



This warranty does not cover:


  • accidental damage
  • misuse or improper handling
  • unauthorised modifications
  • general wear and tear






Warranty & Resolution Commitment



While we work closely with global suppliers, EternaGlow independently reviews all warranty claims to ensure fair and reasonable outcomes for our customers.


Where a supplier warranty cannot be fulfilled directly, we will work with you to provide a suitable resolution in line with Australian consumer expectations and our commitment to customer care.





Return Process



  1. Email support@eternaglow.com.au with your order number and reason for return
  2. Our team will review your request within 2–3 business days
  3. If approved, we will provide return instructions
  4. Once the item is received and inspected, we will process your refund, replacement, or store credit






Important Notes



  • Original shipping costs are non-refundable unless the item is faulty
  • Customers are responsible for return shipping unless the issue is due to EternaGlow
  • Refunds are issued to the original payment method after inspection