Cancellation policy

Cancellation Policy

This policy explains how and when an order placed on eternas.beauty can be cancelled. It complements our Returns & Refunds Policy, which governs returns after the parcel has been delivered.

1. Order cancellations before dispatch

You can cancel a confirmed order, free of charge and for any reason, within 30 minutes of placing it. To do so, email support@eternas.beauty with your order number and the subject line "Cancellation request". We will confirm the cancellation and issue a full refund to your original payment method within 1–3 business days.

After the 30-minute window, your order may already be packed and labelled. Cancellation is no longer guaranteed, but our team will try its best — please send the request as soon as possible and we will let you know in real time whether we managed to stop the parcel.

2. Cancellation after dispatch

Once your order has left our warehouse, it can no longer be cancelled. At that point the standard return procedure applies: refuse the parcel at delivery or accept it and start a return within the applicable window.

• If the parcel is refused at delivery and returned to us automatically, we issue a refund minus the original outbound shipping cost once it arrives back.
• If you accept the parcel, you can return it under our 365-day satisfaction guarantee (unopened) or the EU 14-day right of withdrawal (opened, EU only). Full conditions are in the Returns & Refunds Policy.

3. Pre-orders and back-orders

Some products are occasionally sold on pre-order or back-order, with an expected dispatch date displayed clearly on the product page and in the order confirmation email.

• You can cancel a pre-order or back-order at any time before it ships, for a full refund.
• To cancel, email support@eternas.beauty with your order number.
• If the expected dispatch date slips by more than 14 days from the original estimate, we will notify you proactively and offer the option to cancel and receive a full refund.

4. Subscriptions and recurring orders

Eternas Beauty devices are one-off purchases. We do not currently operate subscription or recurring-billing products. If we introduce a subscription offering in the future, this policy will be updated to set out clear cancellation terms.

5. Cancellations initiated by us

In some circumstances we may have to cancel an order ourselves. This is uncommon but can happen if:

• The product is out of stock and we cannot fulfil within a reasonable timeframe;
• There is a manifest pricing or system error on the product page;
• We detect signs of fraud, abuse, or chargeback risk;
• The shipping address falls in a destination we no longer serve;
• Applicable law, sanctions or customs regulations prevent the shipment.

If we cancel your order for any of these reasons, we will notify you by email within 48 hours and issue a full refund to your original payment method within 1–3 business days. No fees, no penalties.

6. How to reach us

Eternas Beauty — a brand of KRIEGER GLOBAL SLU
Email: support@eternas.beauty
Response time: typically within one business day
Registered office: C/ Arquitectura 2 - Torre 11, 5 planta, modulos 1 - 4 41015 - Sevilla
VAT: B19401611

Last updated: June 2026.