Refund & Returns Policy

Last updated: June 2026  ·  Aeterna Companions

Bespoke & personalised products

Each Pet Chakana is individually handcrafted using cremation ashes provided by you. As a result, once production has commenced, the item cannot be returned, exchanged, or refunded under any circumstances — except where a defect or error on our part has occurred (see below).

This is in accordance with Section 20 of the South African Consumer Protection Act (CPA), which permits exclusions from the standard return right for goods that have been custom-made or personalised to your specifications.

Cancellations before production

If you wish to cancel your order after your pet's ashes have been received by us, but before production has begun, please contact us as soon as possible at hello@aeterna-companions.co.za.

In this case, a partial refund will be issued. The refund will be the order value minus a handling and return shipping fee, which covers the cost of safely returning your pet's ashes to you.

We will always return your pet's ashes to you — we understand how precious they are. Return of ashes will be via a tracked, insured courier at our cost.

If we make an error

In the unlikely event that your Pet Chakana arrives damaged, defective, or differs materially from what was agreed, please contact us within 7 days of receipt with a photograph of the item.

We will assess the issue and, where the fault lies with us, offer one of the following resolutions at our discretion: a replacement item, a repair, or a full refund. We will cover all associated shipping costs.

Your ashes — our commitment

We treat every portion of ashes entrusted to us with the utmost care and respect. In any scenario — cancellation, defect, or dispute — your pet's ashes will always be returned to you safely via tracked, insured courier.

Cooling-off period (CPA)

Please note that while the South African Consumer Protection Act provides a 5-business-day cooling-off period for certain direct marketing transactions, this does not apply to goods that are custom-made or personalised to your specifications. As each Pet Chakana is made to order using your ashes, this exception applies.

How to contact us

For any questions or concerns regarding your order, please reach out to us before production begins wherever possible:

📧 hello@aeterna-companions.co.za

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This policy is governed by the laws of the Republic of South Africa. Nothing in this policy affects your statutory rights under the Consumer Protection Act 68 of 2008.