FAQ, Dispute Resolution & Chargeback Prevention
FAQ, Dispute Resolution & Chargeback Prevention
Effective Date: June 4, 2026
We believe that every concern deserves a clear, honest answer. This page is built to give you exactly that — direct answers to the most common questions, a transparent dispute process, and an honest explanation of how we handle chargebacks. We want every resolution to be fast, fair, and documented.
Frequently Asked Questions
| Your Situation | Our Response & Process |
|---|---|
| Item not received | Provide your tracking number. If the carrier shows "In Transit," we initiate a formal investigation. If confirmed lost by the carrier, a free replacement ships within 48 hours. We do not process refunds for undelivered items without carrier investigation completion. |
| Item arrived damaged | Photograph the damage within 48 hours of delivery. Email photos + order number to support@eternalrest.store. A replacement ships free within 48 hours of confirmation. No return required. |
| Changed my mind / want to return | You have 60 days from delivery to return unused items in original packaging. A 15% restocking fee applies. Initiate by emailing support for an RMA number. Refund processes 5-7 business days after inspection. |
| Tracking says delivered but I don't have it | Contact the carrier directly with your tracking number. Check with neighbors and your building. If the carrier confirms GPS delivery to your address, that constitutes legal proof of fulfillment. Disputes without evidence of carrier error will be declined. |
| I want an immediate refund | We do not issue immediate refunds. All refunds follow our documented process: Return initiation → RMA issuance → Item receipt → Inspection → Refund credit (5-7 business days). Skipping this process voids eligibility. |
| My tracking hasn't updated in 7+ days | Email support immediately with your order number. We will initiate a carrier trace within 24 hours. Resolution typically takes 5-10 business days. If confirmed lost, replacement ships within 48 hours. |
| Wrong item received | Email a photo of the item received within 7 days of delivery. We will send the correct item immediately at no additional cost. No return required for incorrect items. |
| Product defect / not working | Email support with a photo or video of the defect. If confirmed, your warranty covers a free replacement. No return of defective unit required. See Warranty Policy for full details. |
Dispute Resolution Hierarchy
We have a structured escalation path designed to resolve every genuine concern:
| Level | Process | Timeline |
|---|---|---|
| Level 1 | Contact support@eternalrest.store with order number + issue description + photos | 2-4 hour initial response |
| Level 2 | RMA issued (if return required) → Item inspected at warehouse | 24h RMA + 2-3 days inspection |
| Level 3 | Refund, replacement, or store credit issued based on inspection outcome | 5-7 business days post-inspection |
| Level 4 | Escalation to Senior Support Specialist upon request | Within 24 hours of escalation request |
Chargeback Prevention — Our Position
We take fraudulent chargebacks — also known as friendly fraud — extremely seriously. When a legitimate customer files a chargeback without following our returns process, it triggers an automatic response from our team. We submit complete evidence to the payment processor including: order confirmation record, checkout IP address and timestamp, checkout consent to Terms of Service, full tracking history and GPS scan logs, carrier delivery confirmation, all customer communication records, and our complete policy documentation. We contest 100% of unauthorized chargebacks. Our track record with payment processors reflects our documentation standards. Accounts involved in fraudulent disputes are permanently suspended and reported to payment networks.
We say this not to intimidate — but to be completely honest. If you have a genuine issue, we will resolve it. We have never denied a legitimate claim. Contact us first. We are on your side.
Our Promise
Every policy, every clause, every process at Eternal Rest is built around one principle: your rest, your trust, and your peace of mind matter. We will always be kind. We will always be honest. And we will always stand behind our product with absolute professionalism.
Eternal Rest · Premium Sleep Technology
support@eternalrest.store · eternalrest.store
© 2026 Eternal Rest. All rights reserved. All policies effective as of publication date.