Refund Policy

At Truly Eternal, we stand behind the quality of our craftsmanship. However, because our pieces are custom-made and personalized for your specific bond, we maintain a strict policy to ensure operational efficiency and fairness.

1. The "Personalized Item" Rule

Most items on TrulyEternal.com are handcrafted to order with your unique photos or engravings. Because these items cannot be resold, we do not offer refunds, returns, or exchanges for "change of heart" or customer-entry errors. Please double-check your photo quality and spelling before locking in your data.

2. Damaged or Defective Items

If your "vessel of memory" arrives with a manufacturing defect or was damaged during transit, we will make it right immediately.

  • The Process: Send an email to support@trulyeternal.com within 30 days of delivery.

  • The Proof: Include your order number and a clear photo of the damaged item.

  • The Resolution: We will ship a replacement to you at zero cost. No need to return the damaged piece.

3. Order Cancellations

Production begins almost immediately to ensure we hit our US-delivery speeds. You have a 2-hour window from the time of purchase to cancel your order for a full refund. Beyond this window, the materials have been allocated and production is live.

4. Non-Personalized Items

For items that are not custom-made (e.g., standard jewelry boxes or non-engraved accessories), we offer a 30-day return policy.

  • The item must be in its original, unworn condition and packaging.

  • Return shipping costs are the responsibility of the customer.

5. Refunds (if applicable)

Once a refund is approved for a non-custom item or a cancellation, the credit will automatically be applied to your original method of payment. Please allow 5–10 business days for the "data" to clear through your banking system