Refund policy
At Eternium, we want you to be happy with your purchase. We offer a variety of product types, including made-to-order merchandise, digital products, original artwork, and custom or commissioned work. As a result, cancellation, return, exchange, replacement, and refund eligibility may differ depending on the product you purchase.
Wherever possible, Eternium's preferred resolution is to correct an issue by providing a replacement, repaired product, or working digital copy. When this is not possible or appropriate, another resolution, including a refund, may be offered depending on the product and the circumstances.
Order Cancellations
Made-to-Order / Print-on-Demand
Because each item is produced specifically for your order, cancellations and order modifications are not available once an order has been submitted. This includes changes to size, colour, shipping address, or other order details.
Please review your order carefully before completing checkout and refer to the size guide provided on each product page.
Digital Products
Digital products are made available immediately after purchase. For this reason, cancellations are not available once an order has been submitted.
Custom Work / Commissions
Cancellation requests should be submitted immediately after placing your order. Custom work may be cancelled before creative work has begun. Once work has started, cancellations are no longer available.
Original Artwork & Ready-to-Ship Products
Cancellation requests should be submitted immediately after placing your order. Orders may be cancelled any time before they have shipped. Once an order has been dispatched, the Return Policy applies.
Damaged, Defective or Incorrect Items
Please inspect your order promptly upon delivery.
Claims Window
Unless otherwise stated within this policy, claims relating to damaged, defective, or incorrect items must be submitted within 14 days of delivery.
To begin a claim, please contact us with your order number and a description of the issue. We will provide instructions for submitting the information required to assess your claim. For physical products, this will typically include clear photographs of the product, any visible damage, the product packaging, and the shipping box where applicable.
To allow us to assess your claim, all requested information must be received within the applicable claims window. Claims cannot be assessed until all required information has been received.
Once all required information has been received, we typically review claims within 2 business days.
Depending on the product and the circumstances, Eternium may provide a replacement, repair, refund, or another appropriate resolution. In some cases, we may ask you to return the damaged or defective item before a replacement or refund is issued. Where this is required, Eternium will cover the cost of return shipping.
The following are not considered manufacturing defects:
- Minor print placement variations (up to approximately 0.5")
- Minor colour variations between garments and the natural characteristics of different fabric types
- Slight colour differences caused by monitor or mobile device displays
An incorrect item includes receiving a different size, colour, design, or product than the one shown on your order confirmation.
Digital Products
If a digital product is inaccessible, corrupted, incomplete, or otherwise unusable, please contact us. Once verified, we will provide a working replacement copy. Digital product issues do not qualify for a refund.
Returns
Returns Window
Unless otherwise stated within this policy, return and exchange requests must be submitted within 14 days of delivery.
Made-to-Order / Print-on-Demand
Because each item is produced specifically for your order, made-to-order products are not eligible for returns or exchanges due to change of mind, incorrect size selection, or buyer preference.
Digital Products
Due to the nature of digital products, returns or exchanges are not available once a product has been delivered.
Custom Work / Commissions
Returns or exchanges are not available for custom work or commissioned products once work has begun.
Original Artwork
Original artwork may be returned if received back in its original condition, unaltered, undamaged, and in its original packaging.
As original artwork is one-of-a-kind, exchanges are not available. Customers wishing to select a different piece may return the original item in accordance with this policy and place a new order separately.
Customers are responsible for return shipping costs, obtaining tracking information, and purchasing appropriate shipping insurance for the value of the artwork.
Refunds cannot be issued for artwork returned in a damaged or altered condition.
Ready-to-Ship Products
Eligible Ready-to-Ship Products may be returned if they are unused, unaltered, undamaged, and returned in their original packaging.
If you would prefer a different size, colour, or comparable Ready-to-Ship Product, Eternium may offer an exchange instead of processing a standard return. Exchanges are subject to product availability and offered at Eternium's discretion.
Customers are responsible for return shipping costs and providing tracking information. Where an exchange is approved, customers remain responsible for returning the original item in accordance with this policy unless otherwise instructed.
Refunds cannot be issued for products returned in a damaged or altered condition.
Lost in Transit
Allow the full estimated delivery window to pass before reporting an order as lost; delays happen, and most packages are delivered within a few extra days. Before contacting us, contact the carrier as they are best suited to resolve delivery issues as packages can sometimes be held for pickup or incorrectly delivered to a nearby address. Check with neighbours, household members, and your building's front desk or mailroom.
If your order still hasn't arrived after the estimated delivery window, please contact us with your order number. Lost order claims must be submitted within 14 days of the estimated delivery date.
Lost order claims require an investigation. Please contact us with your order number and your correct shipping address. We will work to complete investigations as quickly as possible, though carrier timelines are outside our control and may vary.
Where a replacement is possible for Made-to-Order / Print-on-Demand items, we will send one once the loss is confirmed. For other product types, including Original Artwork and Ready-to-Ship Products, Eternium may offer a replacement or refund at its discretion, depending on the product, applicable insurance coverage, and the circumstances.
If your original order is later delivered or located after a replacement or refund has been issued, please contact us. You may be asked to return the original item, or the cost of the replacement may be charged back.
Lost after delivery
If carrier tracking confirms that an order has been delivered, Eternium is generally unable to offer a replacement or refund. Before contacting us, please check with household members, neighbours, your building management, and the shipping carrier, who may be able to provide additional delivery information, including photographs or the precise delivery location.
Orders delayed or lost due to an incorrect or incomplete shipping address provided during checkout are not eligible for replacement or refund. Please review your shipping information carefully before completing your order.
Refunds
If a refund is determined to be the most appropriate resolution, it will be processed to the original payment method used during checkout.
Refunds are typically processed within 10 business days after approval. Please note that your financial institution may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.
Ethical Disposal
In some cases, Eternium may determine that a product does not need to be returned before a replacement or refund is issued.
When this occurs, we encourage customers to donate, repurpose, recycle, or responsibly dispose of the product whenever possible.
Consumer Rights
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Product Types
Product type references used in this document.
Made-to-Order / Print-on-Demand
Products manufactured specifically for your order after it has been placed. These products are produced by our fulfilment partners and cannot be restocked once production has begun.
Ready-to-Ship Products
Physical products stocked and fulfilled directly by Eternium. This category does not include made-to-order products.
Digital Products
Products delivered electronically, including downloads, digital media, templates, software, or other digital content.
Original Artwork
One-of-a-kind physical artwork. Because each piece is unique, replacement may not be possible.
Custom Work / Commissions
Products or services created specifically for an individual customer based on their request or specifications.
Contact Us
If you have any questions or need to report an issue, please contact us.
Contact Form
eternium.ca/contact
Email
contact@eternium.ca
Typical Response Times
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- Initial response: typically within 2 business days
- Claim review: Usually within 2 business days after receiving all required information
- Refund processing: Within 10 business days of approval