RETURNS & REFUNDS POLICY
Ab Aeterno LLC
Effective 28 September 2026
This Returns & Refunds Policy applies to eligible purchases made through www.theabaeterno.com.
Because Ab Aeterno offers both ordinary merchandise and work that is personalised, commissioned, made to specification, or otherwise created for a particular customer, return rights may differ according to the nature of the order.
Nothing in this Policy limits any consumer right that cannot lawfully be excluded.
1. Standard Merchandise
For eligible, non-personalised merchandise, return requests must be made within 14 days of delivery.
After notifying us that you wish to return an eligible item, the item must be sent back within 14 days.
Returned merchandise must be:
in substantially the same condition in which it was received;
unused except for reasonable inspection;
returned with any original components supplied with it; and
packaged appropriately to prevent damage in transit.
Please contact house@theabaeterno.com before returning an item so that we can provide the appropriate return instructions.
2. Personalised, Bespoke and Commissioned Work
The following are generally not eligible for change-of-mind returns or refunds once production has begun or the item has been created specifically for the customer:
personalised objects;
made-to-specification goods;
custom portrait miniatures;
commissioned writing or design;
correspondence prepared specifically for a customer or recipient;
individually customised artwork;
specially produced or modified objects; and
other bespoke commissions.
This does not affect rights relating to goods that are faulty, damaged, materially misdescribed, or otherwise subject to mandatory consumer remedies.
United Kingdom consumer rules expressly recognise an exception from ordinary distance-selling cancellation rights for goods made to a consumer's specifications or clearly personalised.
3. United Kingdom Customers
For eligible non-personalised purchases made at a distance, United Kingdom customers generally have the right to notify us within 14 days after receiving the goods that they wish to cancel the purchase.
After giving notice, the customer generally has a further 14 days in which to return the goods.
Where applicable, refunds will be made within the period required by law after the returned goods are received or appropriate evidence of return is provided.
The customer may inspect an item as they reasonably would in a shop. A reduction may be made where handling goes beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.
These change-of-mind rights do not generally apply to clearly personalised or made-to-specification goods.
4. United States Customers
For United States orders, returns of eligible non-personalised merchandise are governed by this Policy together with any applicable federal or state consumer-protection law.
Unless another right applies, Ab Aeterno voluntarily provides the 14-day return window described in Section 1 for eligible standard merchandise.
Personalised and commissioned goods remain subject to the exclusions described in Section 2.
5. Shipping and Delivery
Ab Aeterno offers Free Standard Shipping to eligible delivery addresses within the United States of America and the United Kingdom, unless a product listing, commission agreement, or checkout notice expressly states otherwise.
Any stated dispatch or delivery estimate should be read together with information shown at checkout or on the applicable product page.
For merchandise sold online, if we cannot ship within a promised period, we will provide any delay notification, cancellation option, consent request, or refund required by applicable law.
Customs duties, import taxes, brokerage charges, or local fees imposed after dispatch are the customer's responsibility unless expressly stated otherwise.
6. Condition of Returned Goods
Returned items should be handled only to the extent reasonably necessary to inspect them.
We reserve the right, where legally permitted, to reduce a refund to reflect loss in value caused by unnecessary handling, use, damage, alteration, missing components, or inadequate return packaging.
This does not apply where the condition complained of existed when the item was supplied.
7. Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, or materially different from what you ordered, please contact:
Please include:
your name;
order number;
a description of the problem; and
clear photographs of the item and packaging where relevant.
Please retain the packaging until we have reviewed the matter.
Depending upon the circumstances and applicable law, the appropriate remedy may include repair, replacement, refund, or another lawful remedy.
8. Damage in Transit
Where an item appears to have been damaged during shipping, please notify us as soon as reasonably possible.
Photographs of:
the shipping container;
external damage;
internal packaging; and
the affected object
may be required so that we can assess the damage and, where appropriate, make a carrier claim.
Reporting shipping damage does not remove any mandatory consumer right available to you.
9. Lost Parcels
If tracking indicates that a parcel has been delivered but you cannot locate it, please first check:
the delivery location shown by the carrier;
other members of the household or premises;
building reception or mailroom areas; and
any safe-place information supplied by the carrier.
If the parcel remains missing, contact us and we will review the shipment information.
Where a parcel is lost before lawful delivery to the customer, we will provide the remedy required by applicable law.
10. Orders Returned to Sender
If an order is returned to us because:
the address supplied was incorrect or incomplete;
delivery was refused;
delivery was not collected;
access could not be obtained; or
another customer-controlled circumstance prevented delivery,
we will contact the customer regarding the available options.
Additional shipping costs may apply before the order is sent again.
Any refund for an eligible returned order may be adjusted where permitted by law to reflect non-recoverable costs caused by an incorrect or incomplete address or other customer-controlled delivery failure.
11. Refused or Unclaimed International Parcels
Refusing or failing to collect an international shipment does not automatically create a right to a full refund.
Where an order is returned because customs charges, import procedures, delivery requirements, or local collection obligations were not completed, any refund will be assessed after the item is returned to us and subject to applicable law.
12. Refund Method
Approved refunds will ordinarily be issued to the original payment method.
We do not ordinarily substitute store credit for a refund where the customer is legally entitled to receive money back.
For U.S. merchandise orders covered by the FTC Mail, Internet, or Telephone Order Merchandise Rule, certain required refunds must be made promptly rather than replaced with store credit.
Processing time after we issue a refund may vary according to the customer's bank, card issuer, or payment provider.
13. Shipping Delays and Unfulfilled Orders
Where merchandise cannot be shipped within the time expressly promised—or, where no shipment period has been stated, within the period required by applicable law—we will follow the applicable requirements concerning delayed shipment.
For U.S. orders covered by the FTC Mail, Internet, or Telephone Order Merchandise Rule, this may require us to:
notify the customer of the delay;
provide a revised shipping date where available;
allow the customer to cancel; or
issue a prompt refund where required.
If no shipping period was stated, the FTC rule generally requires sellers to have a reasonable basis to expect shipment within 30 days.
For applicable U.K. distance sales, goods generally must be delivered within 30 days unless another delivery period has been agreed with the customer.
14. Exchanges
We do not guarantee direct exchanges.
Where an eligible standard item is returnable and another item is desired, we may ask the customer to return the original item for refund and place a separate order.
Bespoke and personalised work cannot ordinarily be exchanged simply because the customer changes their mind.
15. Sale or Promotional Items
Unless expressly stated otherwise, eligible standard merchandise purchased at a promotional price remains subject to this Returns & Refunds Policy.
A reduced price does not remove mandatory consumer rights.
Personalised or commissioned goods remain subject to the exclusions applicable to bespoke work regardless of whether a promotional price was used.
16. Gifts
Where an item was purchased as a gift, refunds will ordinarily be made to the original payment method used by the purchaser.
We may require sufficient order information before discussing or processing a return relating to a gift.
17. How to Request a Return
To request a return, write to:
Please provide:
your name;
order number;
the item concerned;
the date of delivery; and
the reason for contacting us.
A reason is not required where applicable law grants a change-of-mind cancellation right, but providing one may help us process the request more efficiently.
Please do not send a return to the House correspondence address unless we have instructed you to do so.
18. Contact
Ab Aeterno LLC
1014 Broadway Street,
#491, Santa Monica,
CA 90401,
United States of America
house@theabaeterno.com
www.theabaeterno.com