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Returns & Refunds Policy

At Aterraé, each product is thoughtfully handcrafted and carefully packaged with intention and care.

Due to the hygienic nature of our products, we are unable to accept returns on any items that have been opened or used.

Returns

We will accept returns under the following conditions:

  • The item is unused and in its original, unopened packaging
  • A return request is submitted within 7 days of delivery

Once your return is approved, we will provide instructions for the return process.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery.

Kindly include:

  • Your order number
  • Clear photos of the product and packaging

We will gladly arrange a replacement or issue a refund where appropriate.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed within 5–7 working days, using your original payment method.

Shipping

Return shipping costs are the responsibility of the customer, unless the item received was damaged or incorrect.

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned:

  • Opened or used bath teas or foot soaks
  • Any product not in its original condition

 

Terms & Conditions

By accessing this website and purchasing from Aterraé, you agree to the following terms:

Products

All Aterraé products are handcrafted using natural ingredients.

As a result, slight variations in colour, scent, and texture may occur. These are a natural part of working with plant-based materials and do not affect product quality.

Use of Products

Our bath teas and foot soaks are intended for external use only.

Please discontinue use if irritation occurs.
If you are pregnant, breastfeeding, or have any medical condition, we recommend consulting your healthcare provider before use.

Orders

  • All orders are subject to availability
  • We reserve the right to cancel or refuse any order at our discretion
  • You will be notified in the event of any changes to your order

Pricing

  • All prices are listed in South African Rand (ZAR)
  • Prices are subject to change without prior notice

Shipping & Delivery

  • Delivery times may vary depending on your location
  • We work with third-party couriers, including The Courier Guy
  • Aterraé is not responsible for delays once the order has been dispatched

Liability

Aterraé is not liable for any misuse of products or for any adverse reactions experienced.

By purchasing and using our products, you acknowledge that you do so at your own discretion.

Changes to Terms

We reserve the right to update or modify these terms at any time.
Any changes will take effect immediately upon being published on this website.

Privacy Policy

We respect your privacy.

All customer information is kept confidential and will never be sold or shared with third parties, except where necessary to process and deliver your order.

Information We Collect

When you interact with our website, we may collect:

  • Your name and surname
  • Contact details (email address, phone number)
  • Delivery address
  • Payment information (processed securely via third-party provider Yoco)
  • Any information you provide when contacting us

 How We Use Your Information

We use your information to:

  • Process and fulfil your orders
  • Communicate with you regarding your purchase
  • Provide customer support
  • Improve our website and services
  • Send occasional updates or offers (only if you opt in)

 Payment Security

All payments are processed through secure third-party payment gateways.

Aterraé does not store your full payment details.

 Sharing of Information

We do not sell or share your personal information with third parties, except where necessary to:

  • Process payments
  • Deliver your order (courier services)
  • Comply with legal obligations

 Data Protection

We take reasonable steps to protect your personal information and keep it secure.

However, no online system is completely secure, and we cannot guarantee absolute security.

 Your Rights

You have the right to:

  • Request access to your personal information
  • Request correction or deletion of your data
  • Withdraw consent for marketing communications at any time

Contact

If you have any questions regarding this policy or your personal information, please contact us at:

info@aterrae.co.za

POPIA Complaince notice

You can either keep this as a separate short section or include it at the bottom of your Privacy Policy.

POPIA Compliance

Aterraé is committed to complying with the Protection of Personal Information Act (POPIA) of South Africa.

By using our website and providing your personal information, you consent to the collection, processing, and storage of your information as outlined in this Privacy Policy.

We ensure that:

  • Your personal information is collected lawfully and transparently
  • Information is used only for the purpose it was provided
  • Your data is kept secure and confidential
  • You may request access, correction, or deletion of your information at any time