Refund policy

1. Personalized Jewelry (Exclusion of the Right of Withdrawal)
All jewelry items in the Ipse by Aeternus collection are unique pieces, fully custom-made starting from the physical impression (human or animal) provided by the Customer. Pursuant to Article 59, paragraph 1, letter c) of Italian Legislative Decree 206/2005 (Consumer Code), the right of withdrawal is expressly excluded for the supply of goods made to consumer specifications or clearly personalized. Consequently, once the impression cast has been received at our workshop and the jewelry has entered production, or once the finished product has been delivered, it will no longer be possible to cancel the order, request an exchange, or receive a refund.

2. Order Cancellation and Kit Return
Cancellation and refund policies vary depending on the progress status of the order, strictly limited to the stages preceding the start of the jewelry manufacturing process:

  • Cancellation prior to Kit dispatch: If the Customer requests the cancellation of the order before the impression Kit has been handed over to the courier, they will be entitled to an immediate cancellation and a full refund (100%) of the amount paid.

  • Return of an Intact Kit: If the Kit has already been dispatched or delivered, the Customer has the right to withdraw from the purchase within 14 days of receipt. Opening the outer packaging box of the Kit is permitted, provided that the silicone components remain factory-sealed, completely untouched, and unmixed. In this case, all shipping logistics costs remain entirely the responsibility of the Customer. Following technical verification of the returned material, we will process the refund for the order, from which we will deduct both the shipping costs incurred for the initial dispatch of the Kit to the Customer and the shipping costs related to the return delivery to our workshop.

  • Cancellation with Used Kit (Pre-Production Phase): If the Customer has mixed or used the silicone components (rendering them unusable for future applications), but decides not to proceed with the crafting of the piece of jewelry (and the impression cast has not yet entered production), an order cancellation may still be requested. In this case, Aeternus S.r.l. will deduct from the refunded amount: the shipping costs incurred for the initial dispatch of the Kit to the Customer, the shipping costs related to the return delivery to our workshop, and a flat fee of € 20.00 to cover the consumed materials. The remaining balance of the amount paid will be refunded.

3. Non-Personalized Products
If the order includes non-personalized items (e.g., standard chains, ready-to-ship accessories), the Customer has the right to withdraw from the purchase within 14 days of delivery, without stating any reason. Products must be returned intact, unused, and in their original packaging. Return shipping costs are at the Customer's expense.

4. Digital Gift Vouchers and Gift Cards

Gift Cards issued on this site are strictly digital products and cannot be converted into cash.

  • Right of Withdrawal: The right of withdrawal from the purchase of a Gift Card may be exercised exclusively by the original purchaser within 14 days from the date of purchase/issuance, and solely on condition that the store credit has never been used or redeemed, even partially, by either the purchaser or any third-party recipient. Once the credit has begun to be applied toward an order, the right of withdrawal for the Gift Card is entirely forfeited.

  • Personalized orders paid via Gift Card: If a Gift Card is used to purchase a custom-made, personalized piece of jewelry, the exclusion of the right of withdrawal set out in Section 1 (Art. 59 Consumer Code) applies to the order. In the event of an order cancellation occurring prior to the start of jewelry manufacturing (under the conditions set forth in Section 2), the refundable amount will be recredited as Gift Card store credit or a voucher, and will under no circumstances be disbursed as a cash refund.

  • Expiration: Gift Cards are valid for 12 months from the date of issuance. Upon expiration, any unused balance is non-refundable.

5. Transit Damage and Defective Products
All our creations are covered by a 24-month Statutory Warranty. However, it is essential to distinguish between a genuine manufacturing defect and the inherent natural characteristics of a handcrafted item:

  • Artisanal Tolerances and Aesthetic Render (NOT considered defects): Every piece of jewelry in the Ipse by Aeternus collection is an artisanal creation finished by hand. Slight variations in surface finish, minor structural asymmetries, or micro-porosities in the cast metal do not constitute manufacturing flaws in any way, but rather authenticate the handcrafted nature of the process. Furthermore, the Customer acknowledges that the visual fidelity, depth of detail, and texture of the finished piece depend directly and exclusively on the definition of the silicone impression provided. A less defined result resulting from a superficial or weakly imprinted mold is not covered by warranty.

  • Transit Damage: If the parcel or the jewelry arrives visibly damaged due to shipping handling, we kindly ask the Customer to contact us preferably within 48 hours of delivery, including the order number and clear photographs documenting both the damage and the outer shipping box.

  • Genuine Manufacturing Flaws: If the product exhibits an authentic manufacturing defect (e.g., structural failure of a soldered joint, not attributable to improper handling, accidental damage, or standard wear and tear), we will, following verification, repair or replace the piece of jewelry at no cost to the Customer, bearing all related shipping expenses.

6. Return Procedure and Refund Timeframes

  • How to start the procedure: To request a cancellation, return, or warranty support for a defective item, please send an email to ipse@aeternus.it specifying your full name, order number, and the reason for the request.

  • Refund Processing: Once the returned item has been received and inspected at our workshop, we will send an email confirmation. If the return is approved, the refund will be processed automatically via the original payment method used during checkout. The time required for the funds to reflect in the Customer's account depends exclusively on the issuing bank or payment card provider (generally 3–10 business days).

  • Any customs duties, import clearance fees, or administrative taxes paid to local authorities for non-EU international shipments are non-refundable by Aeternus S.r.l. under any circumstances.