Our returns policy.

You have 14 days from the day you receive your products to return them. The return period begins on the day you receive the products, not the day you place the order.

Products may only be returned if the box is unopened and the security seal is intact. Due to the nature of our product, for health and safety reasons, we cannot accept returns where the box seal has been broken or tampered with.

To start a return, contact us first at info@eternalcollagen.co.uk. We will confirm the return is eligible and provide instructions.

Please note that orders cannot be cancelled once placed, as our fulfilment process is fast and most orders are picked and dispatched the same day.

Our returns address is:

Eternal Collagen Returns
Birches Industrial Estate, 25 Willard Way, East Grinstead, West Sussex, RH19 1XZ

If you have already received the product and want to return it, please package it in the original packaging and send it back to us within 14 days of receipt.

We recommend using a tracked, signed-for delivery service with proof of postage. We cannot be liable for products lost or damaged in transit back to us.

You are responsible for the cost of return postage.

To be eligible for a refund, your returned product must be:

• Unused, with security seals unbroken
• In the same condition you received it
• In its original packaging

We will require a receipt or proof of purchase before any refund can be processed.

Refunds are issued once the returned product is received by us and inspected to confirm it meets the conditions above.

Once approved, your refund will be processed to the original payment method within 5 to 10 working days. Your bank or card provider may add additional processing time.

If your product arrives damaged or you believe it is faulty, please email us within 14 days of delivery at info@eternalcollagen.co.uk with photographs of the issue. We will arrange a replacement or refund at our discretion.

This is separate from the standard 14 day return window and exists to protect you in the event of a manufacturing or shipping fault.