Overview
At ETERNA GROUP SDN. BHD., we value your satisfaction and aim to provide a smooth and reliable shopping experience. We understand that circumstances may change, so we have outlined our order cancellation process clearly for your convenience.
Order Cancellations
You may request to cancel your order within 24 hours of placing it, provided it has not yet been processed, packed, or shipped.
Once your order has been packed or dispatched, it can no longer be cancelled. For orders that have already been shipped, please refer to our Return & Refund Policy.
How to Request a Cancellation
To request a cancellation, please contact us immediately using the following details:
Email: eterna-group@outlook.com
Phone / WhatsApp: 011-1326 8926
Subject Line: Cancellation Request – [Your Order Number]
Please include the following information:
• Your full name
• Order number
• Reason for cancellation
Our team will review the status of your order and notify you if the cancellation can be processed.
Refunds for Approved Cancellations
If your cancellation request is approved, refunds will be issued using the original method of payment.
Please allow 5–7 business days for the refund to be processed, depending on your payment provider.
Exceptions
We may reject a cancellation request if:
• The order has already been shipped or is in transit
• The item is customised, special-order, or part of a bulk purchase
• The request is submitted outside the allowed cancellation period
Contact Information
ETERNA GROUP SDN. BHD.
Registration No.: 202501045685 (1647093-W)
Email: eterna-group@outlook.com
Phone / WhatsApp: 011-1326 8926
Address:
ETERNA GROUP SDN. BHD.
NO. 107, JALAN PUJ 3/9
TAMAN PUNCAK JALIL
BANDAR PUTRA PERMAI
43300 SERI KEMBANGAN
SELANGOR, MALAYSIA