Cancellation Policy
Effective Date: 1st July, 2026
Last Updated: 1st July, 2026
At AETERNUM, every order is carefully processed to ensure that it reaches you accurately, securely, and in the condition you expect. From product quality checks to careful packaging and dispatch, every stage of our fulfilment process is carried out with attention to detail.
We understand that circumstances may change after an order has been placed. For this reason, we allow customers to request cancellation or modification of eligible orders before they have been dispatched from our facility.
Once an order has been dispatched and handed over to our authorised logistics partner, it enters the delivery process and can no longer be cancelled. Where applicable, customers may instead refer to our Returns, Exchanges & Store Credit Policy after receiving their order.
This Cancellation Policy explains when an order may be cancelled, how cancellation requests are processed, when order modifications may be possible, and the circumstances in which AETERNUM may cancel an order.
By placing an order through the AETERNUM website, you acknowledge that you have read, understood, and agreed to this Cancellation Policy together with our Terms of Service, Shipping Policy, Returns, Exchanges & Store Credit Policy, Payment Policy, Product Customisation Policy, and all other applicable policies published on our Website.
1. Scope
This Policy applies to all retail purchases made directly through the official AETERNUM website.
Orders placed through third-party marketplaces, authorised retailers, resellers, corporate programmes, institutional orders, customised bulk orders, or other business-to-business (B2B) arrangements are governed by their respective contractual terms and are not covered under this Policy unless expressly agreed by AETERNUM.
2. Our Cancellation Philosophy
Our objective is to provide customers with reasonable flexibility while ensuring that our fulfilment process remains efficient and our products continue to be delivered on time.
Accordingly, cancellation and modification requests are accepted only before an order has been dispatched. Once an order has entered the logistics network, it is no longer within AETERNUM's operational control and cancellation is therefore no longer possible.
Where cancellation is not available, customers may be eligible for an exchange or Store Credit in accordance with our Returns, Exchanges & Store Credit Policy.
3. Order Lifecycle
The stage of your order determines whether cancellation or modification is available.
Order Status
Cancellation
Modification
Order Placed / Processing
✔ Available
✔ Available
Packing
✔ Available
✔ Available
Dispatched
✘ Not Available
✘ Not Available
Delivered
✘ Not Available
✘ Not Available
Cancellation and modification requests remain subject to operational feasibility and confirmation by AETERNUM.
Submission of a cancellation or modification request does not automatically guarantee approval.
4. Cancellation Eligibility
Customers may request cancellation of an order at any time before the order has been dispatched from AETERNUM's fulfilment facility.
An order shall be considered dispatched once it has been handed over to an authorised logistics partner for delivery.
Cancellation requests received after dispatch cannot be accommodated, regardless of whether shipment tracking has been activated or delivery is still in transit.
Where an order contains multiple products, cancellation requests submitted prior to dispatch may apply to the entire order or to selected products, subject to operational feasibility.
5. Order Modifications
Where an order has not yet been dispatched, customers may request reasonable modifications instead of cancelling the order.
Depending upon operational feasibility, AETERNUM may, at its sole discretion, permit modifications including:
- Change of delivery address.
- Change of recipient details.
- Change of size.
- Change of colour.
- Replacement with another eligible product.
- Other reasonable modifications requested before dispatch.
Approval of modification requests is not guaranteed and depends upon the stage of order processing, product availability, inventory status, payment status, and operational considerations.
Where a modification results in a change to the order value, AETERNUM may require payment of any applicable price difference before processing the revised order or may propose an alternative resolution at its discretion.
6. How to Request a Cancellation
Customers wishing to cancel an eligible order must submit their cancellation request before the order has been dispatched.
Cancellation requests may be submitted by:
- Logging into your AETERNUM account and visiting the My Orders section, where available.
- Contacting our Customer Care team at wecare@aeternumindia.com.
- Contacting us through our official WhatsApp support at +91 92170 94412.
To help us process your request efficiently, customers should provide:
- Order number.
- Registered email address or mobile number.
- Name of the customer.
- Reason for cancellation (optional but appreciated).
Submission of a cancellation request does not automatically confirm cancellation. A cancellation is considered successful only after it has been reviewed, approved, and confirmed by AETERNUM.
7. Cancellation of Prepaid Orders
Eligible prepaid orders cancelled before dispatch will be cancelled without any cancellation charges.
Where payment has already been successfully received, AETERNUM will initiate a refund of the amount paid to the original payment method.
Refunds are generally processed within 7–10 Business Days from the date of cancellation approval. However, the time taken for the amount to reflect in the customer's account may vary depending upon the payment gateway, bank, card issuer, or financial institution.
AETERNUM shall not be responsible for delays attributable solely to third-party payment processors or banking institutions after the refund has been successfully initiated.
8. Cancellation of Cash on Delivery (COD) Orders
Where a Cash on Delivery (COD) order has been confirmed by payment of the applicable COD Confirmation Fee during checkout, customers may request cancellation at any time before dispatch.
Upon approval of an eligible cancellation request submitted before dispatch, the COD Confirmation Fee paid at checkout will be refunded to the original payment method.
AETERNUM reserves the right to restrict, suspend, or withdraw Cash on Delivery as a payment option for customers who repeatedly place COD orders and subsequently cancel them, or where misuse, abuse, or fraudulent activity is reasonably suspected.
Additional provisions relating to Cash on Delivery are governed by our Payment Policy.
9. Customised & Personalised Products
Products that are personalised, customised, altered, or manufactured according to customer-provided specifications require additional production and handling.
Cancellation requests for such products may only be accepted before production or customisation has commenced.
Once production, tailoring, customisation, or any other personalised work has begun, cancellation shall no longer be permitted.
Where a personalised product contains a manufacturing defect or an error attributable to AETERNUM, the customer's rights shall instead be governed by our Returns, Exchanges & Store Credit Policy and Product Customisation Policy.
10. Promotional Orders
Orders placed during promotional campaigns, sale events, bundle offers, or other special promotions may be cancelled before dispatch in accordance with this Policy.
Where operationally feasible, AETERNUM may, at its sole discretion, offer customers the option to modify an eligible promotional order instead of cancelling it.
If the cancellation or modification of one or more products affects the eligibility of the original order for any promotional offer, complimentary product, discount, bundle benefit, or minimum purchase requirement, AETERNUM reserves the right to recalculate the order or withdraw the promotional benefit where applicable.
11. Cancellation After Dispatch
Once an order has been dispatched and handed over to our authorised logistics partner, it can no longer be cancelled.
Customers who no longer wish to retain the product after delivery may refer to our Returns, Exchanges & Store Credit Policy, where applicable.
Refusal to accept delivery after dispatch does not constitute cancellation of the order and may affect eligibility for future Cash on Delivery orders or other services offered by AETERNUM.
Where a customer refuses delivery without a valid reason, AETERNUM reserves the right to recover reasonable shipping, handling, or logistics costs incurred as a result of such refusal, where permitted by applicable law.
12. Cancellation by AETERNUM
While every effort is made to fulfil confirmed orders, AETERNUM reserves the right to cancel an order or any part thereof before dispatch where reasonably necessary.
This may occur in circumstances including, but not limited to:
- Product unavailability.
- Inventory discrepancies.
- Pricing or technical errors.
- Payment authorisation failure.
- Suspected fraud or unauthorised transactions.
- Duplicate orders.
- Incomplete or unverifiable customer information.
- Delivery address issues.
- Regulatory restrictions.
- Force Majeure events.
- Any circumstance that prevents AETERNUM from fulfilling the order responsibly.
Where AETERNUM cancels a prepaid order before dispatch, any payment successfully received shall be refunded to the original payment method in accordance with this Policy.
Where a COD Confirmation Fee has been paid, it shall also be refunded where the cancellation is initiated by AETERNUM before dispatch.
13. Cancellation vs. Returns
A cancellation request applies only to orders that have not yet been dispatched from AETERNUM's fulfilment facility.
Once an order has been dispatched, it can no longer be cancelled, regardless of whether it is still in transit or has not yet been delivered.
Customers who wish to return, exchange, or seek Store Credit after dispatch must do so in accordance with AETERNUM's Returns, Exchanges & Store Credit Policy, where applicable.
14. Customer Responsibilities
Customers requesting a cancellation or order modification are responsible for:
- Ensuring that cancellation or modification requests are submitted before dispatch.
- Providing accurate order details and contact information when making a request.
- Reviewing the order carefully before completing the purchase.
- Promptly responding to any communication from AETERNUM where additional information is required.
- Reading and complying with this Cancellation Policy and all other applicable policies published on the AETERNUM website.
Failure to comply with these responsibilities may delay or prevent the successful processing of a cancellation or modification request.
15. Misuse of this Policy
AETERNUM is committed to providing customers with reasonable flexibility when cancelling eligible orders. However, to protect our operations and ensure fairness for all customers, we reserve the right to investigate and take appropriate action where misuse or abuse of this Policy is reasonably suspected.
Examples of misuse include, but are not limited to:
- Repeated placement and cancellation of orders without genuine intent to purchase.
- Excessive cancellation of Cash on Delivery (COD) orders.
- Attempts to circumvent promotional conditions through repeated cancellations or modifications.
- Providing false, misleading, or incomplete information.
- Creating multiple customer accounts to bypass policy limitations.
- Any conduct that, in AETERNUM's reasonable opinion, disrupts normal business operations or constitutes abuse of this Policy.
Where misuse is identified, AETERNUM may, subject to applicable law:
- Restrict or withdraw Cash on Delivery as a payment option.
- Require future orders to be prepaid.
- Decline future cancellation or modification requests.
- Suspend or restrict customer accounts.
- Refuse future orders where necessary to protect the legitimate interests of AETERNUM.
16. Communication
AETERNUM will endeavour to keep customers informed regarding the status of cancellation or modification requests.
Updates may be communicated through:
- Registered email address.
- SMS.
- WhatsApp.
- Customer account notifications, where available.
- Telephone, where appropriate.
Customers are responsible for ensuring that the contact details provided at the time of placing the order remain accurate and accessible.
17. Contact Us
If you require assistance regarding an order cancellation or modification, please contact us:
AETERNUM
A Brand Owned and Operated by RESURGE LIFESTYLE PRIVATE LIMITED
Customer Care Email
wecare@aeternumindia.com
WhatsApp Support
+91 92170 94412
Customer Care Hours
Monday to Friday
9:00 AM – 6:00 PM (IST)
While we endeavour to respond to all enquiries as quickly as possible, response times may vary during weekends, public holidays, promotional campaigns, or periods of unusually high enquiry volumes.
18. Changes to this Policy
AETERNUM reserves the right to amend, modify, suspend, replace, or update this Cancellation Policy at any time to reflect changes in our business operations, legal obligations, customer service practices, operational requirements, or technological developments.
Any revised version of this Policy shall become effective upon publication on the AETERNUM website unless otherwise stated.
Customers are encouraged to review this Policy periodically before placing an order.
Continued use of the Website or placement of an order after any updates constitutes acceptance of the revised Policy.
19. Governing Law & Jurisdiction
This Cancellation Policy shall be governed by and construed in accordance with the laws of India.
Any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India.
This Policy should be read together with AETERNUM's Terms of Service, Shipping Policy, Returns, Exchanges & Store Credit Policy, Payment Policy, Product Customisation Policy, Privacy Policy, Cookie Policy, Disclaimer & Limitation of Liability, Intellectual Property Policy, Grievance Redressal Policy, and any other policies published on the AETERNUM website.
