Refund Policy
- Cancellations and Refunds
• Customers may cancel their rental order up to 30 days before the scheduled delivery date to receive a full refund. Cancellations made within 30 days of the delivery date are subject to a cancellation fee equal to 50% of the total rental cost.
• Refunds will be issued using the original payment method within 7-10 business days of the cancellation request. - Damaged or Defective Rental Items
• If the rental items are damaged or defective upon delivery, customers must notify Eternal Arches within 24 hours of receipt. We will arrange for a replacement or issue a full refund, including any applicable delivery fees.
• Customers may be required to provide photographic evidence of the damage or defect to initiate the refund process. - Change of Event Date
• In the event of a change in the customer’s event date, we will make every effort to accommodate the new date, subject to availability. If a suitable alternative date cannot be arranged, customers may be eligible for a full refund. - Late Delivery or Non-Delivery
• If Eternal Arches fails to deliver the rental items on the agreed-upon date and time without prior notification, customers are eligible for a full refund, including any applicable delivery fees. - Customer-Initiated Return
• If customers decide to return the rental items before the scheduled pickup date, no refunds will be provided for the unused rental period. - No-Show at Pickup
• If customers fail to make the rental items available for pickup at the agreed-upon time and location without prior notification, no refunds will be provided. - Refunds for Customized Items
• Customized floral arches or rental items with significant alterations requested by the customer may be subject to a non-refundable deposit to cover design and preparation costs. - Refunds for Partial Orders
• If customers only use a portion of the rental items and return the rest before the scheduled pickup date, they will not be eligible for a partial refund. - Refunds for Force Majeure Events
• In the event of unforeseen circumstances beyond our control (e.g., natural disasters, extreme weather, pandemics), we will work with customers to reschedule or provide a refund, subject to applicable policies.