Replacements, Cancellations & Store Credit

Our standard replacement and cancellation approach, with applicable consumer rights preserved.

Current status

Online ordering and payments remain paused. The following describes the intended terms when ordering opens; a Studio preview or saved project is not an order.

Damaged, defective or incorrect items

Our standard remedy is replacement for an item that arrives damaged, is defective or differs from the confirmed order. We do not ordinarily accept change-of-mind returns or size exchanges where the correct approved size was supplied. A wrong size supplied by us is an incorrect item. Any mandatory rights that apply to the customer take priority over this standard policy.

Report within 4 days

Please email aeonsapta@gmail.com within 4 days of delivery with your order reference, a description of the issue and useful photographs. Keep product tags attached and the item unworn and unwashed while the issue is reviewed, where reasonably possible. Missing tags or a report outside this period will not automatically invalidate a statutory defect claim.

Review and return instructions

Wait for written instructions before sending an item back. Customer Care will confirm whether a return is needed, the return address and the proposed replacement. Do not dispatch to the studio address without confirmation.

Return and replacement shipping

Under our standard policy, the customer pays return and replacement shipping only where applicable law allows this. If a mandatory remedy for a faulty or incorrect item must be provided without cost to the customer, AEON SAPTA Studio will cover the required costs. Any permitted customer charge must be explained before the return is arranged.

Cancellation before final approval

Request a cancellation or artwork change by email before giving final design approval. Under our standard voluntary cancellation policy, amounts paid for an accepted cancellation are issued as store credit toward another product rather than a cash refund, except where applicable law requires a refund or another remedy.

After design approval

Once final artwork approval has been given by email, ordinary changes and cancellations are not accepted because production may start. This does not remove rights that cannot lawfully be excluded. Producing a standard design after ordering does not by itself mean every legal withdrawal exception for personalized goods applies.

Store credit

Store credit issued for an eligible cancellation is valid for 1 year from its issue date and can be used toward another AEONSAPTA product. The credit amount, issue date, expiry date and redemption instructions will be provided by email. Store credit handling must be configured before paid orders open. Mandatory cash-refund rights are not replaced with credit without a lawful basis.

Where replacement is not sufficient

Our replacement-first policy does not exclude a refund, price reduction or other remedy where required by applicable law, including where a replacement cannot provide the required remedy. Customer Care will explain the appropriate next step for the actual case.

Contact

AEON SAPTA Studio. Contact Customer Care at aeonsapta@gmail.com. Email aeonsapta@gmail.com. Support is by email only. You can write at any time; replies are usually sent within 3–4 hours or by the next day.