Terms of Service

Last updated: June 2026  ·  Aeterna Companions

1. About us

Aeterna Companions is a South African memorial keepsake business operating under a sole trader structure. We handcraft bespoke Pet Chakana memorial pieces using cremation ashes provided by our customers. Our store is located at aeterna-companions.co.za.

For any queries, please contact us at: hello@aeterna-companions.co.za

2. Acceptance of terms

By accessing our website or placing an order, you agree to be bound by these Terms of Service and our Privacy Policy, Refund Policy, and Shipping Policy, all of which are incorporated by reference.

We reserve the right to update these terms at any time. Continued use of the site after changes constitutes acceptance of the revised terms.

3. The ordering process

Due to the bespoke nature of our products, our ordering process involves two stages:

Step 1 — Send your ashes: Before placing a purchase, you will be asked to send a small portion of your pet's cremation ashes to us via courier. Full instructions are provided on the product page.

Step 2 — Complete your purchase: Once we have received and confirmed receipt of your ashes, you complete your order and payment through our website.

Production will not commence until both steps are complete. By sending your pet's ashes to us, you confirm that you are the rightful owner of those ashes and consent to their use in the creation of your chosen memorial piece.

4. Pricing & payment

All prices are listed in South African Rand (ZAR) and are inclusive of VAT where applicable. We reserve the right to update pricing at any time; however, the price confirmed at checkout will apply to your order.

Payment is processed securely via PayFast. We do not store your payment details.

5. Production & delivery times

Each piece is handcrafted to order. Estimated production and delivery timeframes will be communicated at the time of purchase. These are estimates only and may vary. We will notify you of any significant delays.

6. Shipping

We ship within South Africa and to select international destinations. Shipping costs and estimated delivery times are calculated at checkout. Please refer to our Shipping Policy for full details.

For international orders, you are responsible for any customs duties, import taxes, or fees applicable in your country. Aeterna Companions is not liable for delays caused by customs processes.

7. Your responsibilities

You agree to provide accurate shipping and contact information. You accept responsibility for ensuring that ashes are packaged and shipped safely and in compliance with any applicable courier or regulatory requirements in your region.

Aeterna Companions will not be liable for ashes that are lost, damaged, or delayed in transit to us due to improper packaging or carrier mishandling outside our control.

8. Intellectual property

All content on this website — including images, text, designs, and branding — is the property of Aeterna Companions and may not be reproduced, distributed, or used without prior written consent.

9. Limitation of liability

To the fullest extent permitted by South African law, Aeterna Companions shall not be liable for any indirect, incidental, or consequential loss arising from the use of our products or services. Our liability in any circumstance shall not exceed the value of the order in question.

Nothing in these terms limits your statutory rights under the Consumer Protection Act 68 of 2008.

10. Privacy

We are committed to protecting your personal information in accordance with the Protection of Personal Information Act (POPIA). Please refer to our Privacy Policy for details on how we collect, store, and use your data.

11. Governing law

These terms are governed by the laws of the Republic of South Africa. Any disputes will be subject to the jurisdiction of the South African courts.

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These terms constitute the entire agreement between you and Aeterna Companions with respect to your use of this website and the purchase of our products.