Exchange and Return Policy for Aeternam Jewelry

At Aeternam, we are committed to ensuring that you are completely satisfied with your purchase. We understand that sometimes, you may need to exchange or return a product. To facilitate a smooth and hassle-free process, we have established the following Exchange and Return Policy:

1. Eligibility for Exchange and Return:

  • You may request an exchange or return within 14 days of the original purchase date.
  • The item(s) must be in their original, unused condition, and in the same packaging in which they were received.
  • Customized or personalized items cannot be returned or exchanged unless there is a defect or an error on our part.
  • Earrings, for hygiene reasons, are not eligible for return or exchange unless they are damaged or defective upon receipt.

2. How to Initiate an Exchange or Return:

  • To request an exchange or return, please contact our Customer Support team via email at contact@aeternamjewelry.com.
  • Provide your order number, the reason for the exchange or return, and any relevant details about the product.

3. Inspection and Approval:

  • Our team will review your request and may request additional information or images of the item(s) in question.
  • Once your request is approved, we will provide you with a Return Authorization Number (RAN) and instructions on how to proceed.

4. Shipping the Item(s) Back:

  • Please ensure the item(s) are securely packaged to prevent damage during transit.
  • Include the RAN on the package.
  • You are responsible for the return shipping costs unless the return is due to a defect or error on our part.

5. Refund or Exchange Process:

  • Refunds will be processed using the original payment method once we receive and inspect the returned item(s).
  • Exchanges will be processed promptly, and the replacement item(s) will be shipped to you.

6. Defective or Damaged Items:

  • If you receive a defective or damaged item, please contact us immediately, and we will arrange for a replacement or a refund at no additional cost to you.

7. Non-Refundable Fees:

  • Please note that shipping fees and any customization charges are non-refundable.

8. Jewelry Care:

  • Proper care and maintenance are essential for the longevity of your jewelry. Please refer to our Jewelry Care Guide for tips on preserving the beauty of your pieces.

9. Contact Us:

  • If you have any questions or need assistance with the exchange or return process, please do not hesitate to reach out to our Customer Support team.

At Aeternam, we are dedicated to providing you with high-quality jewelry and exceptional customer service. We hope you love your purchase, but if you ever need to exchange or return an item, we are here to assist you.