Shipping and Returns Policy
Last updated: 20 July 2026
1. About This Policy
Eternal Spring Institute is operated by IWKA Limited, a company incorporated in Hong Kong.
This Shipping and Returns Policy applies to physical products purchased through the Eternal Spring Institute website, including clothing, books, calligraphy kits, training equipment, cups and other merchandise.
This policy forms part of our Terms of Service.
For shipping, return or refund enquiries, contact:
sales@eternalspringinstitute.com
2. Fulfilment Locations
Our products may be stored and dispatched from different locations depending on the product, stock availability and delivery destination.
As a result:
products from the same order may arrive in separate parcels;
parcels may be dispatched from different countries;
delivery times may vary between products; and
separate tracking details may be provided for different parts of an order.
Where practical, relevant shipping information will be displayed at checkout or in the order confirmation.
3. Order Processing
Orders are normally processed within 2–5 working days after payment has been confirmed.
Working days exclude weekends and public holidays applicable at the relevant fulfilment location.
Processing may take longer during:
public holidays;
major events;
promotional periods;
periods of unusually high demand;
stock transfers;
personalised production; or
circumstances outside our reasonable control.
Processing time is separate from delivery time.
4. Estimated Delivery Times
After dispatch, estimated delivery times are:
European destinations: approximately 5–10 working days
International destinations outside Europe: approximately 7–21 working days
These delivery periods are estimates and are not guaranteed.
Delivery may be delayed by customs clearance, local postal services, remote destinations, public holidays, severe weather, transport disruption or circumstances outside our reasonable control.
Where an order includes products dispatched from different locations, each parcel may have a different delivery time.
5. Shipping Charges
Shipping charges are calculated at checkout based on factors such as:
delivery destination;
parcel weight and dimensions;
selected delivery method;
number of parcels; and
fulfilment location.
The available delivery options and applicable shipping charges will be shown before payment is completed.
Where products are shipped separately, the total shipping charge may reflect more than one parcel or fulfilment location.
Any free-shipping promotion will be subject to the conditions stated with that offer, including eligible countries, products and minimum order values.
6. Customs Duties and Import Taxes
International orders may be subject to:
customs duties;
import VAT or sales tax;
customs-clearance charges;
brokerage fees; or
other fees imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge and are the customer’s responsibility.
We cannot control or predict the amount of customs charges. Customers should contact their local customs authority for further information before ordering.
Refusing to pay customs charges does not automatically entitle the customer to a full refund. Where a parcel is returned because customs duties or import charges were refused, we may deduct reasonable return costs and other non-recoverable charges from the refund, where permitted by law.
7. Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
Please check your delivery information carefully before submitting an order.
Contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after processing or dispatch has begun.
Where an order cannot be delivered because the address provided was incorrect or incomplete, the customer may be responsible for reasonable redelivery or return costs, except where the error was caused by us.
8. Tracking
Where tracking is available, tracking information will normally be provided by email after dispatch.
Tracking updates are supplied by the relevant postal or courier service. There may be a delay between dispatch and the first tracking scan.
Some economy or local delivery services may provide limited or no end-to-end tracking.
9. Delayed or Missing Parcels
Please allow the full estimated delivery period before reporting a parcel as delayed.
If your parcel has not arrived after the estimated delivery period, contact:
sales@eternalspringinstitute.com
Please provide:
your full name;
order number;
delivery address; and
any tracking information received.
We will investigate the shipment with the relevant carrier or fulfilment provider.
A temporary delay in tracking updates does not necessarily mean that a parcel has been lost.
Where we cannot establish that an order was delivered, we will provide an appropriate remedy, such as a replacement or refund, in accordance with applicable law. For EU consumer sales, the seller generally remains responsible for the goods until the customer receives them. (European Union)
10. Right to Cancel an Eligible Purchase
Where applicable consumer law provides a right of withdrawal, eligible customers may cancel an online purchase without giving a reason within 14 days after receiving the goods.
For an order containing multiple items delivered separately, the withdrawal period normally begins when the customer receives the final item from that order.
To exercise this right, the customer must notify us clearly within the applicable 14-day period by emailing:
sales@eternalspringinstitute.com
The message should include:
the customer’s name;
order number;
the product being returned; and
a clear statement that the customer wishes to cancel the purchase.
After notifying us, the customer must return the goods within the following 14 days.
EU rules generally provide a 14-day withdrawal period for online purchases, subject to specified exceptions. (EUR-Lex)
Customers must contact us before returning anything so that we can provide the correct return address.
Because products may be dispatched from different fulfilment locations, the correct return address may not be the address shown on the parcel.
Do not return products to our Hong Kong company address or Madeira operational location unless we specifically instruct you to do so.
11. Return Postage
For a normal change-of-mind return, the customer is responsible for the direct cost of returning the goods.
We recommend using a tracked delivery service and keeping proof of postage. The customer is responsible for the returned parcel until it reaches the return location provided by us.
We will cover reasonable return costs where:
the product is faulty;
the product arrives damaged;
the wrong product was supplied; or
the product is materially different from its description.
Customers must contact us before returning a faulty, damaged or incorrect product so that we can provide instructions.
Under EU withdrawal rules, customers can generally be required to pay the direct cost of returning a change-of-mind purchase where they were informed of this before ordering. (European Union)
12. Condition of Returned Goods
Returned products should be handled carefully and sent back with all components, labels, accessories, manuals and original packaging where reasonably possible.
Clothing
Customers may try clothing on indoors to determine whether it fits, in the same way they would reasonably inspect it in a shop.
Clothing must not be:
worn beyond a reasonable fitting;
used for martial arts, exercise or everyday activity;
washed or altered;
stained, marked or damaged;
covered in hair or fibres;
affected by smoke, perfume, deodorant or other strong odours; or
returned without attached tags where tags were originally supplied.
Books
Books should be returned without writing, highlighting, folded pages, stains or damage beyond what was reasonably necessary to inspect them.
Calligraphy kits and training equipment
Items should be returned unused and complete.
Ink, liquids, paper, brush tips, training surfaces or consumable components should not have been used or materially opened beyond what was reasonably necessary to inspect the product.
Cups and drinkware
Non-personalised cups and drinkware may be returned where eligible, provided they are unused, clean and in a resaleable condition.
Please do not drink from or wash a cup before returning it as a change-of-mind return.
Where handling has gone beyond what was reasonably necessary to inspect the nature, characteristics and functioning of the goods, we may make an appropriate deduction for any reduction in value, where permitted by law.
13. Products That Cannot Normally Be Returned for Change of Mind
The right to cancel may not apply to:
personalised, engraved or clearly custom-made products;
products made to the customer’s individual specifications;
sealed products that are genuinely unsuitable for return for health or hygiene reasons after the seal has been broken;
consumable goods that have been used or materially opened;
products that have become inseparably mixed with another item;
digital products or downloads governed by separate digital-content terms; or
other products excluded under applicable law.
This does not affect the customer’s rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.
Discounted or sale products remain covered by applicable statutory rights.
14. Exchanges
We do not normally offer direct exchanges.
To obtain a different size, colour or product, the customer should:
return the original eligible product in accordance with this policy; and
place a new order for the preferred replacement.
The replacement order is subject to current availability and pricing.
We cannot reserve stock while a return is in transit.
This procedure does not limit any legal right to repair or replacement for faulty or non-conforming goods.
15. Refunds
Approved refunds will be issued to the original payment method.
Change-of-mind cancellation of an entire order
Where an eligible customer validly cancels the entire order under an applicable statutory withdrawal right, the refund will include:
the price paid for the returned goods; and
the cost of the least expensive standard delivery option offered for that order, where required by applicable law.
Any additional amount paid because the customer selected express, premium or upgraded delivery instead of the least expensive standard option will not be refunded.
The customer remains responsible for return postage for a normal change-of-mind return.
Partial returns
Where only part of an order is returned, the original delivery charge will not normally be refunded if that charge would have been the same had the returned item not been included.
Where applicable law requires a different result, that law will apply.
Faulty, damaged or incorrect goods
Where goods are faulty, damaged, incorrectly supplied or materially not as described, we will provide the remedy required by applicable law. This may include reimbursement of reasonable delivery and return costs.
EU rules require reimbursement of standard delivery costs when an eligible consumer withdraws from the entire online order. Extra costs chosen for an upgraded delivery service do not generally need to be refunded. (European Union)
We may withhold a withdrawal refund until:
the returned goods are received; or
the customer provides satisfactory evidence that the goods have been returned,
whichever occurs first.
Where applicable, the refund will be processed within 14 days after we receive notice of cancellation, subject to our right to wait for the goods or evidence of return. (Publications Office of the EU)
Banks, card issuers and payment providers may take additional working days to display the refunded amount in the customer’s account.
Customs duties, import taxes and brokerage charges paid directly to authorities or third parties are not normally refundable by us. Customers may need to apply to the relevant authority directly.
16. Damaged, Faulty or Incorrect Products
Please inspect your parcel as soon as reasonably possible after delivery.
Where an item arrives visibly damaged, incomplete or incorrect, please contact us within three days of delivery where reasonably possible at:
sales@eternalspringinstitute.com
Please provide:
your name and order number;
a description of the problem;
clear photographs of the item;
photographs of the outer and inner packaging;
a photograph of the shipping label; and
a short video where reasonably necessary to demonstrate the fault or damage.
Do not discard the product or packaging until we have reviewed the claim, as the carrier or fulfilment provider may require them for an investigation.
The three-day reporting request helps us investigate shipping damage promptly. It does not remove or reduce mandatory rights relating to defects discovered later.
Under EU rules, faulty or non-conforming goods must generally be repaired or replaced without charge. Where that is impossible or cannot be provided within a reasonable period and without significant inconvenience, the customer may be entitled to a price reduction or refund. EU consumers generally benefit from a minimum two-year legal guarantee. (European Union)
17. Damage Caused After Delivery
We are not responsible for damage caused by:
improper use;
failure to follow care or safety instructions;
ordinary wear and tear;
accidental damage after delivery;
improper washing or maintenance;
use of training equipment outside its intended purpose; or
unauthorised alteration or repair.
This section does not apply where damage results from an inherent defect or lack of conformity that existed when the product was delivered.
18. Refused and Unclaimed Parcels
If a parcel is refused, not collected or returned because the customer did not respond to the carrier, we will contact the customer after the parcel reaches the relevant return location.
Subject to applicable law, we may deduct reasonable costs actually incurred, including:
outbound shipping that cannot be recovered from the carrier;
return shipping;
customs or handling charges; and
redelivery costs.
No deduction will be made where the delivery failure resulted from our error or the carrier’s failure to make a reasonable delivery attempt.
19. Separate Shipments and Partial Returns
Products included in the same order may be dispatched separately.
A customer may return one eligible product without returning the entire order.
Where a delivery charge applied to the full order, returning only part of the order may not entitle the customer to reimbursement of the original delivery charge unless required by applicable law.
20. Changes to This Policy
We may update this Shipping and Returns Policy from time to time to reflect changes in our services, fulfilment arrangements or legal obligations.
The policy applicable to an order will normally be the version in effect when the order was placed, unless a change is required by law or expressly agreed with the customer.
The latest version will be published on this website with an updated revision date.
21. Contact Us
For shipping, delivery, return or refund enquiries, contact:
IWKA Limited, operating as Eternal Spring Institute
Email:sales@eternalspringinstitute.com
Please contact us before returning any product so that we can provide the correct instructions and return address.