Refund and Returns Policy

We are committed to providing you with high-quality products and services. If you are dissatisfied with the goods you receive, you can apply for a return or exchange according to the following policy.

I. Scope of Application
This policy applies to products purchased from the AETERNA official website, official online store, and offline directly-operated stores.

All return and exchange applications must be submitted within the specified time limit and meet the product’s condition standard.

II. Return and Exchange Time Limit
No-reason Return/Exchange: Within 7 days of receiving the goods, if the goods have not been worn, washed, or altered, and the tags and packaging are intact and do not affect resale, you can apply for a 7-day no-reason return or exchange.

Quality Issue Return/Exchange: Within 30 days of receiving the goods, if you find any quality issues with the goods (such as loose threads, damage, significant color difference, fabric defects, etc.), you can apply for a return or exchange.

III. Return and Exchange Conditions
Product Condition Requirements: The goods must retain their original packaging, tags, and care labels intact, and be free of stains, odors, wear, and signs of wear.

Matching items (such as sets or gift boxes) must be returned as a whole; individual items cannot be returned.

Customized items, intimate apparel (such as underwear and socks), and items specifically marked “No returns or exchanges for non-quality issues” are not eligible for the 7-day no-reason return policy.

Required documentation: When applying for a return or exchange, you need to provide the order number, photos of the product, and a description of the problem (for quality issues, clear photos/videos of the defects are required).

IV. Return and Exchange Process
Application method: Submit a return or exchange application through “My Orders” on the official website, or contact customer service (service@aeterna-official.com/customer service hotline) to submit an application.

Review and processing: We will review your application within 1-3 business days after receiving it and notify you of the review result via SMS or email.

Product return: After approval, please return the product to the designated address as instructed by customer service and retain the tracking number. Return shipping costs for quality issues will be borne by us; return shipping costs for non-quality issues will be borne by you (if you have shipping insurance, you can claim according to the insurance rules). Refund/Exchange Processing: After receiving and verifying the returned goods, the refund will be processed within 3-7 business days via the original payment method; the exchanged goods will be shipped to you within 5-7 business days.

V. Special Notes

Size Issues: We recommend that you refer to the size chart before placing your order, or contact customer service for size suggestions. Size discrepancies due to personal wearing habits or body shape differences are not considered quality issues and can be returned or exchanged under the no-reason return policy. Return shipping costs will be borne by you.

Color Difference Issues: Product images may have slight color differences due to shooting light, monitor settings, etc., which are not considered quality issues. The final color is subject to the actual product.

Refusal to Sign and Accept: If you receive goods that are severely damaged, incorrectly shipped, or missing items, you can refuse to sign for them and contact customer service for assistance.

Malicious Returns and Exchanges: We reserve the right to refuse subsequent return and exchange requests for malicious returns and exchanges, or for repeated returns that affect the resale value of the goods.