Cancellation Policy
At AETERNUM, every order is processed with care and intention.
We understand that plans can change, which is why we allow order cancellations until the order has been dispatched.
Once an order has been dispatched from our facility, it enters the logistics network and can no longer be cancelled or modified.
When You Can Cancel
- You may cancel your order any time before it has been dispatched.
- Once the order is dispatched and you receive the tracking information, the cancellation option will no longer be available.
- After dispatch, you may still explore exchange or store credit options, as outlined in our Return & Exchange Policy.
How to Cancel Your Order
- Log in to your AETERNUM account and visit the Orders section.
- Select the relevant order and click on “Cancel Order”, if available.
- You will receive an email confirmation once your cancellation has been successfully processed.
If you face any difficulty, you can contact our Customer Care team at wecare@aeternumindia.com with your order number and registered email ID.
If the Order Has Been Dispatched
Once your order has been dispatched, it cannot be cancelled.
However, we offer the following flexible alternatives:
1. Easy Exchanges
You can exchange your item for:
- A different size
- A different colour (if available)
- An alternate product of equal or higher value (subject to price adjustment)
Exchange requests must be made within 7 days of delivery, following our official Return & Exchange Policy.
2. Store Credit (Subject to Approval)
In select cases, AETERNUM may issue store credit for the order value (excluding any delivery fees), redeemable for future purchases.
3. Returns (When Applicable)
For certain categories or verified concerns (such as wrong or damaged items), we may offer returns in accordance with our Return & Exchange Policy.
Important Notes
- Address Changes: Address modifications can only be made before dispatch. Once shipped, changes are not possible.
- Custom Orders: Personalized, tailored, or made-to-order items are non-cancellable and non-returnable.
- Final Sale Items: Items marked as Final Sale cannot be cancelled, returned, or exchanged.
- Refund Timeline: For prepaid orders cancelled before dispatch, refunds (if any) will be processed within 7–10 business days to the original payment method.
- Processing Hours: Cancellations and modification requests are reviewed Monday–Friday, 9 AM – 6 PM IST.
Contact Us
For assistance with your order or to request a cancellation, please reach out to:
wecare@aeternumindia.com
Monday – Friday, 9 AM – 6 PM IST
Last updated on November 7, 2025
AETERNUM, a brand owned and operated by RESURGE LIFESTYLE PRIVATE LIMITED, India, reserves the right to modify this policy without prior notice.
Thank you for choosing our store!
