Refund policy

At Eternity Stem Co., every item is carefully inspected and packaged to ensure it reaches you in perfect condition. Because our floral arrangements and stems are made to order, we have a strict no-cancellation, no-return, and no-refund policy.

Please read the full details of our policy below before placing your order.

Cancellations

Once an order is placed, processing begins immediately. Therefore, we do not accept order cancellations or modifications under any circumstances. Please review your order carefully before completing your purchase.

Returns & Exchanges

Due to the custom and delicate nature of our real-touch floral products, all sales are final. We do not accept returns, offer exchanges, or issue refunds for change of mind or incorrect orders.

Damaged or Defective Items

We want you to love your florals! In the rare event that your order arrives damaged, defective, or incorrect:

Contact Us Within 24 Hours: You must notify our team within 24 hours of delivery as logged by the courier tracking system.

Email Details: Send an email to admin@eternitystemco.co.uk with:

- Your full name and Order Number

- Clear photos/videos showing the damage or issue with the item

- Clear photos of the outer shipping box and packaging materials

- Assessment: Our team will review your claim. If reported within the 24-hour window and verified as damaged during transit or defective, we will issue a replacement or store credit at our discretion.

Please note: Claims submitted after the 24-hour delivery window will not be eligible for review or replacement.

Contact Us

If you have any questions regarding your order or this policy, please reach out to us:

• Email: admin@eternitystemco.co.uk