Email customer service.
TIME TO BE COMPLETELY SURE
Satisfaction Guarantee
Our 90-day satisfaction guarantee, explained clearly.
The current Eternity Rose policy allows a purchase to be returned for a full refund within 90 days of the invoice date if the customer or recipient is not satisfied. This voluntary guarantee sits alongside rights that may apply under Australian Consumer Law.
Email and order number
Current period90 days from invoice date
Start withEmail and order number
Your legal rightsRemain in addition to this policy
What it covers
Time to inspect the gift and decide
The guarantee is intended to remove uncertainty when buying a significant gift online. If the item is not right for the customer or recipient, contact The Eternity Rose within the stated period and arrange the return.
Items should be returned in good order with the original packaging, certificate of authenticity and identifying order information. The current returns page states that return freight is paid by the customer for change-of-mind returns.
- Contact us before posting the item
- Quote the order or invoice number
- Retain all presentation and mailing packaging
- Use tracked return delivery
If something is wrong
Faults and transit damage follow a different path
If an item arrives damaged or appears faulty, send clear photographs and contact customer service promptly. Do not treat a fault as a simple change-of-mind return. The team can confirm the correct remedy and return method.
Consumer guarantees under Australian law cannot be excluded by a voluntary guarantee or warranty.
Before sending
A simple return checklist
Wait for return instructions and verify the current warehouse address before dispatch. Addresses and logistics providers can change; the address in an old email or printed document may no longer be correct.
Pack every supplied component.
Keep the tracking receipt.
THE NEXT STEP
Ready to arrange a return?
Use the full returns procedure for the current address, packaging checklist and what happens after the parcel is received.
Read the returns procedureQUESTIONS ANSWERED
Answers to the questions we hear most.
Is the 90-day guarantee the same as my legal rights?
No. It is an additional voluntary policy. Australian Consumer Law may provide separate rights when goods fail to meet consumer guarantees.
Who pays return postage?
The current policy states that customers pay return freight for change-of-mind returns. Contact the team first if the item is faulty, damaged or incorrect.
When does the 90-day period begin?
The current published policy measures it from the invoice date. This wording must be confirmed before launch.