Refund policy

Effective Date: 1st July, 2026

Last Updated: 1st July 2026

At AETERNUM, every product is thoughtfully designed, carefully inspected, and packaged with the highest standards of quality before it reaches you. We take immense pride in our craftsmanship and want every purchase to meet your expectations.

We understand, however, that there may be occasions where a product may not be the right fit, arrive with a manufacturing defect, or require an exchange. Our Returns, Exchanges & Store Credit Policy has therefore been created to provide a fair, transparent, and consistent process for resolving such situations while protecting the interests of both our customers and AETERNUM. 

As a premium brand, our objective is not simply to accept returns, but to ensure that every returned product continues to meet the quality standards expected by future customers. For this reason, every return request is subject to eligibility requirements and a detailed Quality Check before it is approved.

At present, AETERNUM does not offer cash refunds for eligible retail returns. Eligible returns may instead be resolved through a replacement product, exchange, or Store Credit, in accordance with this Policy and applicable law.

By placing an order through the AETERNUM website, you acknowledge that you have read, understood, and agreed to this Returns, Exchanges & Store Credit Policy together with our Terms of Service, Shipping Policy, Cancellation Policy, Product Customisation Policy, Payment Policy, and all other applicable policies published on our Website.

1. Scope

This Policy applies to 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 terms and are not covered under this Policy unless expressly stated otherwise.

2. Our Exchange Philosophy

At AETERNUM, we believe that purchasing premium clothing should be a confident experience.

If your order arrives with a genuine issue or does not meet your expectations for an eligible reason under this Policy, we will make every reasonable effort to resolve the matter through an exchange or Store Credit.

At the same time, maintaining the quality and integrity of our products requires clear standards for returns and exchanges. Every request is therefore assessed fairly, consistently, and in accordance with the conditions outlined in this Policy.

3. Return & Exchange Eligibility

Eligible products may be returned or exchanged within 7 calendar days from the date of successful delivery, provided all of the following conditions are satisfied:

  • The product was purchased directly from the official AETERNUM website.
  • The return request is submitted within the applicable return window.
  • The product is returned unused, unworn, unwashed, unaltered, and in its original condition.
  • All original tags, labels, packaging, accessories, inserts, protective materials, and accompanying documentation remain intact.
  • The product successfully passes AETERNUM's Quality Check upon receipt.
  • The product is not listed under the non-returnable categories described in this Policy.

Meeting the above conditions does not automatically guarantee approval of a return or exchange request. Every request remains subject to verification and Quality Check by AETERNUM.

4. Exchange Options

Subject to eligibility, product availability, and successful Quality Check, AETERNUM may, at its sole discretion, resolve an approved return through one or more of the following options:

  • Exchange for another size of the same product.
  • Exchange for another colour of the same product, where available.
  • Exchange for a different eligible product.
  • Issue of Store Credit equivalent to the approved exchange value.

If the replacement product selected by the customer has a higher selling price than the approved exchange value, the customer must pay the price difference before the replacement order is processed.

If the selected replacement product has a lower selling price than the approved exchange value, the remaining balance will be issued as Store Credit in the customer's AETERNUM account.

Store Credit issued under this Policy shall remain valid for 12 months from the date of issue and may only be redeemed on eligible products sold at their full Maximum Retail Price (MRP), unless otherwise expressly approved by AETERNUM.

Store Credit is non-transferable, cannot be exchanged for cash, and may not be refunded except where required under applicable law.

5. Complimentary Exchange

For products purchased at their full Maximum Retail Price (MRP) and not as part of any sale, promotional campaign, bundle, or discounted offer, AETERNUM offers one complimentary exchange, subject to eligibility under this Policy.

Where a customer requests an additional exchange for the same product after the complimentary exchange has been completed, a shipping and handling charge of ₹500 may apply before the replacement order is processed.

Products purchased during promotional campaigns, sale events, bundles, or discounted offers are generally not eligible for exchange. However, AETERNUM may, at its sole discretion, approve an exchange in genuine circumstances.

Where such an exchange is approved, applicable pickup, shipping, handling, or processing charges may apply and will be communicated to the customer before the exchange is processed.

6. How to Request a Return or Exchange

Customers wishing to request a return or exchange must initiate the request within 7 calendar days from the date of successful delivery.

Return or exchange requests can be submitted by:

  • Logging into your AETERNUM account and accessing My Orders, where available; or
  • Contacting our Customer Care team at wecare@aeternumindia.com with your order details.

When submitting a request, customers should provide:

  • Order number.
  • Registered email address or mobile number.
  • Reason for the request.
  • Clear photographs of the product.
  • Any additional information requested by AETERNUM to assist in evaluating the request.

Submitting a request does not automatically approve a return or exchange. All requests remain subject to verification and the conditions of this Policy.

7. Claims for Damaged, Defective, Incorrect or Incomplete Orders

If you believe your order has been delivered in a damaged, defective, incorrect, tampered with, or incomplete condition, you must notify AETERNUM within 48 hours of delivery.

To enable a fair investigation, customers must provide:

  • A continuous, unedited unboxing video clearly showing the sealed package being opened from the beginning of the unboxing process.
  • Clear photographs of the outer packaging.
  • The courier shipping label.
  • The product received.
  • Any visible damage or discrepancy.

Failure to provide the above evidence may limit AETERNUM's ability to investigate the claim and may result in the request being declined where the claim cannot otherwise be reasonably verified.

AETERNUM reserves the right to request any additional information reasonably required to investigate a claim before approving a replacement, exchange, or Store Credit.

8. Return Pickup & Self-Shipping

Once a return or exchange request has been approved, AETERNUM will arrange a return pickup through one of its authorised logistics partners wherever pickup services are available.

Pickup timelines are indicative only and generally range between 4–7 Business Days, depending upon serviceability and courier availability.

Where reverse pickup is unavailable for a customer's PIN code or delivery location, customers may be required to self-ship the approved return using a reliable courier service.

Customers choosing or required to self-ship must:

  • Securely package the product to prevent damage during transit.
  • Use a courier service offering shipment tracking.
  • Retain the courier receipt and tracking details until the return has been successfully received by AETERNUM.

Where self-shipping has been approved due to non-serviceability, AETERNUM may reimburse reasonable courier charges through Store Credit, subject to prior approval and submission of valid courier proof.

9. Packaging Requirements

Returned products must be sent back in the same condition in which they were delivered.

Customers should ensure that:

  • The original product packaging is used wherever reasonably possible.
  • All brand tags, labels, accessories, inserts, protective materials, and accompanying documentation are included.
  • Products are securely packed to prevent damage during return transit.
  • Shipping labels or adhesive tape are not applied directly to the product or its original branded packaging wherever possible.

AETERNUM shall not be responsible for damage occurring during return transit due to inadequate packaging by the customer.

10. Quality Check

Every returned product undergoes a comprehensive Quality Check before any exchange or Store Credit is approved.

During this inspection, AETERNUM may assess, among other things:

  • Overall condition of the garment.
  • Signs of wear or use.
  • Washing or laundering.
  • Ironing or steaming.
  • Alterations or tailoring.
  • Fabric damage.
  • Stains or spill marks.
  • Makeup marks.
  • Deodorant marks.
  • Sweat or body odour.
  • Perfume, fragrance, incense, smoke, or other external odours.
  • Pet hair, lint, or other foreign particles.
  • Stretching, distortion, or misshaping.
  • Missing or damaged buttons, trims, accessories, or embellishments.
  • Missing tags, labels, inserts, or protective materials.
  • Damage to the original packaging caused after delivery.
  • Compliance with the applicable return window.
  • Evidence of misuse, mishandling, or neglect.
  • Any other factor reasonably affecting the product's ability to be resold as new.

Products that do not successfully pass the Quality Check may be rejected and returned to the customer without exchange or Store Credit.

Acceptance of a returned product by our logistics partner or warehouse does not constitute approval of the return or exchange. Eligibility is determined only after the product has successfully completed AETERNUM's Quality Assessment.

The outcome of AETERNUM's Quality Check shall be final for the purpose of determining eligibility under this Policy, subject to applicable law.

11. Processing of Approved Exchanges & Store Credit

Once a returned product has been received and successfully passed our Quality Check:

  • Approved replacement orders are generally processed within 2–3 Business Days, subject to product availability.
  • Approved Store Credit is generally issued within 7–10 Business Days.

Customers will receive updates regarding the progress of their request through their registered email address, SMS, WhatsApp, or any other communication method used by AETERNUM.

Processing timelines are indicative only and may vary during promotional campaigns, festive periods, or due to operational circumstances beyond our reasonable control.

12. What Does "Unused" Mean?

For the purposes of this Policy, a product shall be considered unused only if it remains in substantially the same condition in which it was delivered.

An item will generally be regarded as unused if it:

  • Has not been worn, except for reasonable trial purposes.
  • Has not been washed, cleaned, or dry-cleaned.
  • Has not been ironed, steamed, or treated.
  • Has not been altered, tailored, repaired, or modified in any manner.
  • Is free from stains, marks, scratches, tears, or fabric damage.
  • Does not carry perfume, deodorant, body odour, smoke, incense, detergent, pet hair, makeup, lint, or any other external contamination.
  • Retains all original tags, labels, accessories, inserts, protective materials, and packaging.
  • Remains in a condition suitable for resale as a new product.

AETERNUM reserves the right to determine whether a returned product satisfies the above conditions following its Quality Check.

13. Products Not Eligible for Return or Exchange

Unless required under applicable law, the following products are generally not eligible for return, exchange, or Store Credit:

  • Products returned after the applicable return window.
  • Products that fail AETERNUM's Quality Check.
  • Products that have been used, worn, washed, altered, tailored, repaired, or damaged after delivery.
  • Personalised or customised products, including garments produced or finished according to customer-provided specifications, unless the issue arises from a manufacturing defect or an error attributable to AETERNUM.
  • Products purchased through corporate, institutional, wholesale, or business-to-business (B2B) orders governed by separate agreements.
  • Gift cards, Store Credit vouchers, promotional credits, or similar non-tangible products.
  • Products expressly marked as non-returnable or final sale at the time of purchase.
  • Products missing original tags, packaging, accessories, inserts, or documentation.
  • Any product that, in AETERNUM's reasonable opinion, cannot be resold as new.

14. Promotional Offers, Discounts & Bundled Purchases

Products purchased during promotional campaigns, seasonal sales, clearance events, bundle offers, or with discount coupons are generally not eligible for return or exchange.

However, AETERNUM may, at its sole discretion, approve an exchange in genuine cases where it considers such approval appropriate.

Where an exchange is approved for a promotional or discounted purchase:

  • Applicable pickup, shipping, handling, or processing charges may apply.
  • Any replacement product shall be valued based on the actual amount paid and not the original Maximum Retail Price (MRP).
  • Any promotional benefit, complimentary product, or bundled offer associated with the original purchase may need to be returned or may otherwise affect the exchange value.
  • If the eligibility conditions of the original promotion are no longer met following a return or exchange, AETERNUM reserves the right to adjust the exchange value or recover the value of the promotional benefit before completing the exchange.

15. Store Credit

Store Credit issued under this Policy shall:

  • Be issued only after the returned product has successfully passed AETERNUM's Quality Check.
  • Be credited to the customer's registered AETERNUM account.
  • Remain valid for 12 months from the date of issue.
  • Be redeemable only against products sold at their full Maximum Retail Price (MRP), unless otherwise expressly approved by AETERNUM.
  • Not be transferable, redeemable for cash, refundable, or exchangeable for another form of payment except where required under applicable law.

Where a customer selects a replacement product:

  • If the replacement product is priced higher than the available Store Credit, the customer must pay the balance before the replacement order is processed.
  • If the replacement product is priced lower than the available Store Credit, the remaining balance shall continue to remain available as Store Credit until its expiry.

16. Customer Responsibilities

Customers requesting a return or exchange are responsible for:

  • Reading and complying with this Policy before submitting a request.
  • Selecting the correct size using the Size Guide available on the Website.
  • Providing accurate information when submitting a return or exchange request.
  • Preserving the product in its original condition until it is returned.
  • Packaging the product securely for pickup or self-shipping.
  • Cooperating with AETERNUM where additional information or documentation is reasonably requested.
  • Ensuring that all measurements or specifications provided for personalised products are accurate.

Failure to comply with these responsibilities may affect eligibility under this Policy.

17. Misuse of this Policy

AETERNUM is committed to providing a fair returns and exchanges process for all customers. To protect the integrity of this Policy, we reserve the right to investigate and decline requests where misuse, abuse, or fraudulent activity is reasonably suspected.

This includes, but is not limited to:

  • Repeated or excessive return or exchange requests.
  • Returning products after use.
  • Providing false, misleading, or incomplete information.
  • Submitting altered, damaged, or substituted products.
  • Fraudulent claims relating to missing, damaged, or incorrect products.
  • Abuse of promotional campaigns or exchange benefits.
  • Creating multiple customer accounts to circumvent policy limitations.
  • Any other conduct that, in AETERNUM's reasonable opinion, constitutes misuse of this Policy.

Where misuse is identified, AETERNUM may refuse future return or exchange requests, suspend or restrict customer accounts, limit payment methods, or take any other action reasonably necessary to protect its legitimate business interests, subject to applicable law.

18. Partial Returns & Exchange Value Adjustments

Where an order contains multiple products, customers may request a return or exchange for one or more eligible items, subject to this Policy.

If the return or exchange of one or more products affects the eligibility of the original order for any promotional offer, bundle, complimentary product, discount, minimum purchase requirement, or other promotional benefit, AETERNUM reserves the right to:

  • Recalculate the order based on the products retained by the customer.
  • Adjust the approved exchange value or Store Credit accordingly.
  • Recover the value of any promotional benefit or complimentary product that is no longer applicable.
  • Require the return of any complimentary product issued as part of the original order.

19. Exceptional Circumstances

While this Policy sets out the standard process applicable to most orders, AETERNUM recognises that exceptional situations may occasionally arise.

In genuine and exceptional circumstances, AETERNUM may, at its sole discretion and without creating any obligation or precedent for future cases, approve an alternative resolution where it considers such action fair and appropriate.

Any exception granted under this section shall apply only to the specific order concerned and shall not constitute a waiver or modification of this Policy.

20. Company's Rights

To maintain the integrity of our returns and exchanges process, AETERNUM reserves the right to:

  • Verify the authenticity of any return or exchange request.
  • Request additional information, photographs, videos, or documentation before processing any request.
  • Refuse any request that does not comply with this Policy.
  • Recover any amounts payable by the customer before dispatching a replacement order.
  • Cancel, suspend, or restrict future return, exchange, Store Credit, or payment privileges where misuse or fraudulent activity is reasonably suspected.
  • Update, modify, or discontinue any return or exchange process where reasonably necessary for operational, legal, or security reasons.

Nothing in this section limits any rights available to customers under applicable law.

21. Communication & Processing Timelines

AETERNUM will endeavour to keep customers informed throughout the return or exchange process.

Updates may be communicated through:

  • Registered email address.
  • SMS.
  • WhatsApp.
  • Customer account notifications.
  • Telephone, where appropriate.

While we aim to process approved requests within the timelines stated in this Policy, such timelines are indicative only and may vary due to quality inspections, courier operations, product availability, promotional periods, public holidays, or other operational circumstances beyond our reasonable control.

22. Contact Us

If you have any questions regarding this Policy or require assistance with a return, exchange, or Store Credit request, 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 our team endeavours to respond as quickly as possible, response times may vary during weekends, public holidays, promotional campaigns, or periods of unusually high enquiry volumes.

23. Changes to this Policy

AETERNUM reserves the right to amend, modify, update, suspend, or replace this Returns, Exchanges & Store Credit Policy at any time to reflect changes in our business operations, product offerings, legal obligations, customer service practices, or operational requirements.

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 placing an order after any updates constitutes acceptance of the revised Policy.

24. Governing Law & Jurisdiction

This Returns, Exchanges & Store Credit 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, Cancellation Policy, Payment Policy, Product Customisation Policy, Privacy Policy, Cookie Policy, Disclaimer & Limitation of Liability, Intellectual Property Policy, and any other policies published on the AETERNUM website.