Returns Policy
Last updated: March 17, 2026
At Eteravida, we understand that choosing a memorial piece is a deeply personal decision. We want you to have enough time to make sure the item you selected feels right for you and your family.
This Returns Policy explains how returns, refunds, and exchanges work for purchases made through https://eteravida.com.
Eteravida is operated by Tehster OÜ (registry code 16603143), Sepapaja tn 6, 15551 Tallinn, Estonia. VAT: EE102551716. Email: [email protected].
1. 100-Day Return Window
We offer a 100-day return window from the date your order is delivered.
To be eligible for a return, the item must be:
- returned within 100 days of delivery;
- unused or handled only as reasonably necessary to inspect it;
- in its original condition;
- returned in the original packaging where possible.
2. Non-Returnable Items
For hygiene, personalization, or product-integrity reasons, some items may not be eligible for return unless they arrive damaged or defective.
This may include:
- personalized or custom-made items;
- engraved products;
- items that have been filled, used, altered, or damaged after delivery;
- items returned without essential original components.
If you are unsure whether your item is eligible, please contact us before sending it back.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.
To help us resolve the issue quickly, please include:
- your order number;
- a brief description of the issue;
- clear photos of the item and packaging, where applicable.
If the issue is confirmed, we will offer an appropriate remedy, which may include a replacement, refund, or other resolution in accordance with applicable law.
4. How to Start a Return
To request a return, please contact our customer support team before sending the item back.
Please include:
- your full name;
- your order number;
- the item(s) you would like to return;
- the reason for the return.
If your return is approved, we will provide return instructions.
Returns sent without prior contact and approval may be delayed or refused.
5. Return Shipping
Unless the item is damaged, defective, or incorrect upon arrival, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service, as we are not responsible for returns lost or damaged in transit back to us.
Original shipping charges are non-refundable unless otherwise required by law or unless the return is due to our error.
6. Refunds
Once we receive and inspect your returned item, we will notify you whether the refund has been approved.
If approved, your refund will be issued to the original payment method used for the purchase.
Please note:
- it may take several business days for the refund to appear, depending on your payment provider or bank;
- refunds apply only to the returned item(s), unless otherwise required by law;
- original shipping fees are generally not refunded unless the return is due to our error or required by applicable law.
7. Exchanges
We do not guarantee direct exchanges for all items.
If you would like a different item, the fastest option is usually to return the original item, if eligible, and place a new order separately.
If your item arrived damaged, defective, or incorrect, please contact us and we will review the appropriate solution.
8. Order Cancellations
If you would like to cancel an order, please contact us as soon as possible. If your order has not yet been processed or shipped, we may be able to cancel it.
Once an order has been processed or shipped, cancellation may no longer be possible, and the order will instead be subject to this Returns Policy.
9. Consumer Rights
Nothing in this Returns Policy limits any mandatory rights you may have under applicable consumer protection law. If local law in your country of residence grants you additional rights, those rights will continue to apply.
10. Contact Us
If you have any questions about returns, refunds, or your order, please contact us through the contact details provided on our website.
Eteravida / Tehster OÜ
Sepapaja tn 6
15551 Tallinn
Estonia
Registry code: 16603143
VAT ID: EE102551716
Website: https://eteravida.com