Refund Policy
REFUND POLICY
This Refund Policy explains how returns, refunds and issues with orders placed through ETHEREAL EXIST are handled.
Nothing in this Refund Policy limits or excludes any mandatory statutory rights you may have as a consumer, including your statutory right of withdrawal where applicable.
1. 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer and have a statutory right of withdrawal, you generally have 14 days from the day on which you, or a third party designated by you other than the carrier, receives the goods to withdraw from the contract without giving any reason.
To exercise your right of withdrawal, you must inform us of your decision to withdraw within the applicable withdrawal period.
For complete information regarding your statutory right of withdrawal, including the beginning of the withdrawal period, how to exercise the right, exclusions and the model withdrawal form, please refer to our separate Withdrawal Policy.
2. RETURNS AFTER WITHDRAWAL
If you exercise your statutory right of withdrawal, you must return the goods without undue delay and no later than 14 days after informing us of your decision to withdraw from the contract.
The deadline is met if you send the goods before the 14-day return period has expired.
Please return the goods to the return address stated in our Withdrawal Policy or provided to you as part of the return process.
Please do not send returns to a different address without prior confirmation and without informing us.
3. CONDITION OF RETURNED GOODS
You may inspect and handle the goods to the extent necessary to establish their nature, characteristics and functioning, in the same way as you would normally be permitted to do in a physical store.
You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
This does not affect your statutory right of withdrawal.
4. RETURN SHIPPING COSTS
Unless otherwise stated by us, you are responsible for the direct costs of returning the goods when exercising your statutory right of withdrawal, provided that you have been properly informed of this obligation.
We do not generally provide free return shipping or prepaid return labels unless expressly stated otherwise.
If we voluntarily provide a return label, any conditions communicated in connection with that label will apply.
This does not affect your statutory rights in the event that goods are defective, damaged, incorrect or otherwise not in conformity with the contract.
5. REFUNDS
If you validly withdraw from the contract, we will refund all payments received from you that are subject to reimbursement under applicable law, including the cost of the least expensive standard delivery method offered by us for the original order.
If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to reimburse the additional delivery costs.
We will make the refund without undue delay and no later than 14 days from the day on which we receive your notice of withdrawal.
For sales contracts involving goods, we may withhold the refund until we have received the returned goods.
Unless expressly agreed otherwise, refunds will be made using the same payment method that was used for the original transaction.
You will not be charged any fees by us for the refund.
6. CUSTOMS DUTIES, IMPORT TAXES AND OTHER IMPORT CHARGES
For international orders, customs duties, import taxes, customs processing fees or similar charges may be imposed by the destination country or competent authorities.
Unless expressly stated otherwise, such charges are not collected by us and are not part of the purchase price or shipping costs paid to ETHEREALEXIST.
Customs duties, import taxes and other charges paid directly by you to customs authorities, carriers or other third parties are generally not refundable by ETHEREALEXIST.
If you believe that you are entitled to a refund of such charges following a return, you may need to contact the relevant customs authority or other recipient of the payment directly.
This does not affect any mandatory statutory rights.
7. DEFECTIVE, DAMAGED OR INCORRECT ITEMS
Please inspect your order after delivery.
If an item is defective, damaged, incorrect or otherwise not in conformity with the contract, please contact us as soon as reasonably possible so that we can review the issue and provide an appropriate remedy.
Please provide your order information and, where reasonably possible, photographs or other information that helps us assess the issue.
Failure to provide photographs does not in itself exclude any statutory rights.
Your statutory warranty and consumer rights remain unaffected.
8. NON-RETURNABLE ITEMS AND EXCEPTIONS
Mandatory statutory rights, including statutory warranty rights, remain unaffected.
The statutory right of withdrawal may be excluded in circumstances provided by law.
This may include, in particular:
- goods that are not prefabricated and are made according to an individual choice or decision by the consumer or are clearly personalized; and
- sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
Accordingly, where the statutory requirements are met, sealed hygiene-sensitive products such as certain underwear may be excluded from withdrawal once the relevant hygiene seal has been removed.
This exception does not apply merely because an item is categorized or described as underwear. The statutory requirements for the exclusion must be fulfilled.
9. PRE-ORDER ITEMS
The fact that an item was sold as a pre-order does not by itself exclude or limit a consumer's statutory right of withdrawal.
Unless a statutory exception applies, the same statutory withdrawal rights apply to pre-order items.
Different estimated production, dispatch or delivery times may apply to pre-order products as stated on the relevant product page.
10. EXCHANGES
We do not guarantee direct exchanges of returned items.
If you would like a different size, colour or product, please contact our customer support regarding the available options.
Where no direct exchange is offered, you may return the original item in accordance with your applicable rights and place a new order for the desired item.
This does not affect your statutory rights.
11. REFUSED OR UNCOLLECTED SHIPMENTS
If a shipment is refused, not collected or otherwise returned to us, this does not automatically constitute a valid exercise of the statutory right of withdrawal.
If you wish to exercise a statutory right of withdrawal, you should clearly inform us of your decision to withdraw in accordance with our Withdrawal Policy.
Any claims regarding additional costs resulting from a failed delivery will be assessed in accordance with applicable law and the circumstances of the individual case.
12. HOW TO START A RETURN
To request or arrange a return, please contact us at:
Etherealexistcustomerservice@gmail.com
Please include your order number where available and the return reason for us to identify your order.
Providing an order number helps us process your request but is not a legal requirement for exercising a statutory right of withdrawal.
We will provide you with the relevant return information where necessary.
Please note that contacting customer support regarding a return is not intended to impose additional formal requirements on the exercise of a statutory right of withdrawal.
13. CONTACT
If you have questions about returns or refunds, please contact:
ETHEREALEXIST
E-mail: Etherealexistcustomerservice@gmail.com
For our full legal business details, please refer to our Legal Notice.