Return and refund policy

Returns, Exchanges & Satisfaction Guarantee

At AetherTrove™, we are committed to your complete satisfaction. We understand that finding the perfect fit for your home is a journey, and we aim to make our return process as clear and stress-free as possible.

1. Our 30-Day Peace of Mind Policy

We stand behind the quality of our design. If you are not entirely pleased with your purchase, you may initiate a return request within 30 days of the delivery date.

  • Condition Requirements: To qualify for a return, your item must remain in its original, pristine condition—unused, unaltered, and enclosed within its original product packaging.

  • Proof of Purchase: Please ensure your order number or a digital copy of your transaction receipt is included with your request.

2. Initiating Your Return

To maintain operational efficiency, all returns must be authorized prior to shipment.

  • The Process: Contact our studio team at service@epochray.com to begin.

  • Authorization: Upon review, we will issue an official Return Merchandise Authorization (RMA) and a prepaid shipping label.

  • Unauthorized Returns: Items returned without prior coordination and official documentation cannot be processed by our receiving team.

3. Quality Assurance

We perform rigorous quality checks before dispatch. However, if your order arrives in a compromised state or is inconsistent with your purchase, please alert us within 48 hours of delivery. We will evaluate the report and prioritize a corrective resolution, such as a complimentary replacement.

4. Non-Refundable Selections

Due to the unique nature of our curated collections, the following items are excluded from our standard return policy:

  • Personalized/Customized Goods: Bespoke items tailored to your specifications.

  • Hygiene & Wellness Items: Due to health and safety standards, items such as beauty tools or specific personal care products are final sale once unsealed.

  • Final Sale & Promotional Assets: Any items purchased during clearance events or marked as "Final Sale."

  • Digital Goods: Gift cards and virtual vouchers.

5. The Exchange Process

We utilize a streamlined replacement system. If you wish to swap your item for a different variant or color, we recommend returning the original piece for a refund and placing a new order through our shop. This ensures the fastest turnaround time for your desired items.

6. EU Consumer Rights (14-Day Right of Withdrawal)

For our customers located within the European Union, you are entitled to a 14-day cooling-off period. Under these regulations, you may cancel or return your order within 14 days of receipt for any reason, provided the items remain in their original, unused state and packaging. This entitlement functions independently of our broader 30-day policy.

7. Refund Processing

Once your return reaches our facility and passes inspection:

  • Notification: We will send you a confirmation email regarding the status of your refund.

  • Timeline: Approved refunds are credited to your original payment method. Please allow 7 to 10 business days for the credit to clear your financial institution. If you do not see the funds reflected within 15 business days, please reach out to us for a status update.

8. Official Return Hub

Please do not ship items back until you have received your specific return label and instructions from us. All returns must be routed to our designated logistics center:

AetherTrove™ Returns Department 20730 Stevens Creek Blvd Cupertino, CA 95014

Questions or concerns? Our team is always here to help. Reach out to us at service@epochray.com.