Refund policy

ETÜGENE Return and Refund Policy

At ETÜGENE, we are committed to delivering products of the highest quality, crafted with care and precision to bring harmony into your home. To ensure a seamless experience, please review our return and refund policy outlined below.

1. Eligibility for Returns

Returns are accepted exclusively for products that arrive damaged. To be eligible:

• You must notify us on the day of delivery.
• The item must be returned in unused condition, in its original packaging, and accompanied by proof of purchase.

Note: Exchanges are not permitted under any circumstances.

2. Non-Returnable Items

Products are not eligible for return for any reason other than damages. This includes, but is not limited to:

• Handcrafted Variations: Slight differences in color, texture, or natural imperfections inherent to handmade items. These elements are part of their unique charm and not considered defects.
• Discounted Products: Items purchased at a discount cannot be returned.

3. Shipping for Returns

If you are eligible for a return due to product damage:

• Please contact us to initiate the process.
• Complimentary Shipping: Return shipping costs are covered by ETÜGENE as part of our commitment to your satisfaction.

4. Refund Policy

Depending on the circumstances, ETÜGENE may offer either a replacement item or a refund. The decision will be at ETÜGENE's discretion, and the client will be notified shortly upon approval. If a replacement is issued, a new shipment will be processed. If a refund is granted, it will be credited to the original payment method.

• Replacements

  • If a replacement item is approved, ETÜGENE will process a new shipment as soon as possible. The customer will receive a confirmation email with tracking details (if available) once the item has been dispatched. Replacement shipments are subject to product availability, and if the item is no longer in stock, a refund may be issued instead.

• Refund Approval

  • Once we receive and inspect the returned item, we will notify you via email regarding the approval or rejection of your refund request.
  • If approved, the refund will be processed to your original payment method.

• Unreceived Packages

  • Orders that are undelivered or unreceived due to customer responsibility—such as providing an incorrect shipping address or being unavailable to receive the package—are not eligible for refunds.
  • However, we encourage our customers to contact us, as their satisfaction is our priority, and we will do our best to assist in resolving the issue.

• Late or Missing Refunds

  • If your approved refund has not been received within a few days after approval, please contact us for assistance.

5. Order Cancellation

Cancellations are possible only if the order has not yet been processed. Please contact us promptly for assistance.

 

At ETÜGENE, we believe in the harmony of craftsmanship and exceptional service. Your satisfaction is our priority, and we are here to assist with any questions or concerns.

Thank you for choosing ETÜGENE, where every product tells a story and every purchase supports a legacy of artistry and care.