Refund and Returns Policy
We gladly accept returns and exchanges
Contact us within: 14 days of delivery
Ship items back within: 30 days of delivery
We don't accept cancellations
But please contact Us if you have any problems with your order.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, We can't accept returns for:
• Custom or personalized orders

Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value

Shipping information
Standard Threshold Deliveries:
Aeterna utilizes LTL carries (e.g. Forward Air, Estes Express, Central Transport) These deliveries are made to the front door only and do not include any installation or debris removal. Customer will be provided with tracking information when orders are shipped.
White Glove service is available upon request at an additional charge. Some rural locations may incur additional freight charges.
Delivery outside the Continental US and International Locations:
Any offers for “Shipping included" do not include delivery to Alaska, Hawaii or international locations and some rural locations. International customers should contact Aeterna. at +1 915 465 5289 or by email regarding shipping to countries outside the United States.
Freight Damage:
You are responsible for inspecting all products for visible damage when you receive your order. Any damage to the shipping container should be documented with the freight carrier at the time of delivery. Damage to the packaging alone does not constitute damage to the product and will not be considered valid for claim purposes.
You must also report any product damage to Customer Service at +1 915 465 5289 or by email at contact@weareaeterna.com within five (5) days of receipt of your order. Aeterna will repair or replace the product damaged in shipment only if you have notified Aeterna of the damage within five (5) days of receiving the Product.
Claims for transit damage must be returned in their original packing cartons. If such packaging has been discarded, it is your responsibility to get sufficient packaging for the return. All returned products must be in original condition in which they were received. After Customer Service has verified your damage claim, we will send you pre-paid return labels so that you can return the product to Aeterna. Once the Product is received and verified by Aeterna, we will either repair or replace the product and send it back to you at no charge.