Refund policy
## Returns
We want every Aeternis ritual to feel considered. If something is not right, contact us at
helloaeternis@gmail.com within 30 days of delivery
To be eligible for a standard return, the item must be unused, unopened, in its original packaging, and in the same condition that you received it. Proof of purchase is required.
For hygiene and safety reasons, opened or used personal-care items, skin-contact tools, lip products, body-care products, and similar items may not be eligible for return unless they arrive damaged, defective, or incorrect.
## How Returns Work For Our Fulfillment Model
Aeternis works with third-party suppliers and fulfillment partners. This means some products may ship directly from a supplier or partner facility instead of an Aeternis-owned warehouse.
Because return locations can vary by product, supplier, and order, do not send any item back before contacting us and receiving written return instructions. Items sent to the wrong address, the original shipping address, a supplier address, or a manufacturer address without approval may not be eligible for refund or replacement.
If your return is approved, we will provide the correct return instructions for your order. Depending on the item and issue, this may include a supplier return address, a partner return address, a domestic return location, or another resolution such as replacement, refund, or store credit.
## Damaged, Defective, Or Incorrect Items
Inspect your order when it arrives. If an item is damaged, defective, missing, or incorrect, contact us at helloaeternis@gmail.com as soon as possible with your order number and photos of the issue.
If the issue is approved, we may offer a replacement, refund, store credit, or another reasonable solution.
## Refunds
Approved refunds are usually issued to the original payment method. Processing time may vary depending on your bank, card issuer, payment provider, or Shopify Payments.
Shipping fees, duties, taxes, and return shipping costs may be non-refundable unless required by law or unless the return is caused by our error.
When we accept a return and the returned item is received and inspected where required, approved refunds are processed according to the payment method and provider timelines.
## Discounted Orders
If an order used a discount code, the refund will reflect the amount actually paid after the discount. Discount codes have no cash value and are not refunded as cash.
If an order is returned, refunded, cancelled, or charged back, any Aeternis Circle benefit, tier progress, or promotional eligibility connected to that order may be adjusted.
## Exchanges
The fastest way to receive a different item is to return the eligible item and place a new order after the return is accepted.
## Cancellations
If you need to cancel an order, contact us as soon as possible at `[SUPPORT EMAIL]`. Because orders may be sent quickly to third-party fulfillment partners, we cannot guarantee cancellation after an order has entered processing or fulfillment. If cancellation is no longer possible, the order may need to be handled under the return process after delivery.
## Contact
Return requests:
helloaeternis@gmail.com
Return address / return instructions:
Provided after the return request is reviewed and approved. Do not ship a return before receiving written instructions from Aeternis.