Return Policy

Order Cancellation

We only accept order cancellation requests before the order has been shipped.

If you have already received a shipping confirmation email, the order cannot be canceled. For further inquiries, please feel free to contact us.

30-Day Return Policy

For items purchased on oternal365.com, we accept return requests within 30 days of package delivery.

We cannot offer services for items not purchased from our website; please contact the original place of purchase for returns.ย 

To initiate a return, please be sure to contact us via email at Oternal365@163.com, or fill out this Return Request Form. Our customer support team will evaluate the details you provide and suggest the most suitable solution to meet your needs. If the solution is not effective, we are happy to accept your return request and guide you through the return process. Once our team receives the returned package, we will process the refund within 10 business days.

Return Instructions

  1. We only accept products in their original condition and packaging as received. The product must be new, unused, and in its original packaging to be eligible for a refund.
  2. You must provide proof that the item was purchased from our website, such as an order number or receipt.
  3. The refund will be credited back to your original payment account. Please note that your bank or credit card company may also require additional time to process and post the refund.
  4. Any packages returned without prior approval or that do not meet the return criteria may be lost or returned to you at your own expense.
  5. For returns due to personal reasons that are not related to product damage or defects, the customer will be responsible for the return shipping costs, based on the actual amount paid to the carrier.
  6. The refund amount will not exceed the original payment amount.
  7. You can contact us anytime at oternal365@163.com with any questions regarding returns.
  8. In case of miscommunication or other issues, our return policy terms and conditions will prevail.

Damaged or Defective Products, Incorrect Items

Our products are thoroughly inspected before shipping and are dispatched via trusted shipping partners.

If you receive a damaged, defective, or incorrect product, please contact us at Oternal365@163.com within 7 days of receiving the item, providing detailed information and clear, visible photos or videos. Once confirmed, we will promptly send a replacement of the same product or issue a full refund.

Exceptions/Non-Returnable Items

  1. Products that are stained, damaged, used, or not in their original packaging.
  2. Sale items, clearance items, gift cards.
  3. Non-Oternal products.