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Overview
Due to the nature of our products being intended for research purposes only, AeternaVita does not accept returns or issue refunds for change of mind or any reason related to personal preference or use. All sales are final upon completion of purchase, except where a product is verified as damaged or defective under this policy.
Damaged or Defective Products
If you receive damaged or defective products, you may be eligible for a replacement or refund under the following conditions:
- You must notify us within 7 days of receiving the product.
- The product must be returned in its original condition and packaging, showing evidence of the defect or damage.
- Proof of purchase, such as an order number or invoice, must be provided.
- Upon verification, we will offer a replacement or refund at our discretion.
Legal Compliance — Consumer Protection
While the Consumer Protection Act and Electronic Communications and Transactions Act provide certain rights to consumers, returns may be limited where sealed products, hygiene-sensitive products, research materials, or controlled handling requirements are involved, especially once opened, used, or compromised.
Claims Process
To make a claim for damaged or defective products:
- Contact customer support at info@aeternavita.co.za.
- Provide details and photographic evidence of the damage or defect.
- We will assess each claim and advise on the next steps.
- Approved claims will be processed promptly for replacement or refund.
Shipping Costs
Return shipping costs for verified damaged or defective items will be borne by AeternaVita. For non-qualifying returns or claims, the customer will bear all shipping costs.
No Other Returns
Returns due to change of mind, dissatisfaction, incorrect personal selection, or any other non-defective reason are not accepted. Please ensure that you order carefully.
Questions
Email: info@aeternavita.co.za
WhatsApp: +27 82 457 1055