Refund policy

Refund & Return Policy

Thank you for shopping at ATERNAL (aternal.shop). We want you to be completely satisfied with your purchase. Please read our policy below regarding returns, refunds, and exchanges.

1. Return Window

  • You have 30 days from the date you receive your item to request a return.
  • To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached, and in its original packaging.
  • You will also need your receipt or proof of purchase (order confirmation email or order number).

2. Return Process

  1. Contact us at support@aternal.shop with your order number and the reason for your return.
  2. If your return is accepted, we will provide you with the return shipping address and instructions on how and where to send your package.
  3. Items sent back to us without first requesting a return will not be accepted.

3. Return Shipping Costs

  • Defective, Damaged, or Incorrect Items: If the return is due to our error (defective product or incorrect item delivered), ATERNAL will cover the return shipping costs or issue an immediate replacement/refund.
  • Customer Remorse / Change of Mind: If you are returning an item because you changed your mind or ordered the wrong size/variant, you will be responsible for paying the direct return shipping costs. Shipping costs are non-refundable.

4. Damages and Issues

  • Please inspect your order upon reception.
  • Contact us immediately (within 7 days of delivery) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
  • Please include clear photos or a short video showing the issue to expedite the resolution.

5. Non-Returnable Items

Certain types of items cannot be returned:

  • Perishable goods, personal care items, or hygiene products.
  • Custom products (such as special orders or personalized items).
  • Downloadable digital products or software.
  • Gift cards.
  • Items marked as "Final Sale" or promotional clearance items.

6. Exchanges

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Refunds

  • Once we receive and inspect your returned item, we will notify you via email of the approval or rejection of your refund.
  • If approved, your refund will be automatically processed to your original method of payment within 5 to 10 business days.
  • Note that your bank or credit card company may require additional processing time to post the refund to your account.

8. Order Cancellations

  • Orders can only be cancelled within 12 hours of placement.
  • Once an order has entered fulfillment or has shipped, it cannot be cancelled and must be handled under our standard return policy upon delivery.

Contact Us

For any questions regarding returns, refunds, or exchanges, please reach out to:

Email: thegaintplanet@gmail.com