Refund policy

Refund & Cancellation Policy

All Aeterna pieces are custom-made to order based on the artwork, photo, or design details provided by each customer. Because each piece is personalized, we are unable to accept returns or refunds once production has begun, unless there is a quality issue, manufacturing defect, or order error.

Order Cancellations

You may cancel your order within 24 hours of purchase by contacting us at hello@byaeterna.com. After 24 hours, your order may already be in the design or production process and may no longer be eligible for cancellation.

Design Proof Approval

Before production begins, we will send you a digital design proof for review. Production will only begin after you approve the design. Once the design proof has been approved, changes or cancellations can no longer be guaranteed.

Quality Guarantee

We stand behind every Aeterna piece with a 365-day quality guarantee. If your jewelry arrives with a manufacturing defect, damage, or incorrect customization, please contact us at hello@byaeterna.com with your order number and clear photos. If approved, we will repair or remake the item at no additional cost.

Non-Returnable Items

Because our jewelry is custom-made and personalized, completed custom pieces cannot be returned due to change of mind, incorrect photo selection, or personal preference after design approval.

Contact

For any return, remake, or cancellation request, please contact hello@byaeterna.com. We typically respond within 24 hours, Monday through Friday.