TERMS & CONDITIONSLast updated: 04/09/2026Welcome to AERA.These Terms & Conditions (“Terms”) govern your use of the AERA website and your purchase of AERA products through our online store.By placing an order with AERA, you confirm that you have read, understood and agreed to these Terms.Please read them carefully before completing your purchase.1. ABOUT AERAAERA is an online personal care and wellness brand offering products for hair, skin and oral care. Trading as: AERA Email: hello@aeraskin.co Website: www.aeraskin.coThese Terms apply to purchases made through the AERA online store.2. USING OUR WEBSITEYou agree to use the AERA website lawfully and responsibly.You may not:use the website for fraudulent or unlawful purposes;attempt to gain unauthorised access to our systems;interfere with the security or operation of the website;copy, reproduce or commercially exploit AERA content without our written permission; orprovide false, misleading or fraudulent information when placing an order.We reserve the right to suspend or restrict access to the website where reasonably necessary to protect AERA, our customers or our systems.3. PRODUCT INFORMATIONWe make every reasonable effort to ensure that product descriptions, photographs, ingredients, pricing and other information displayed on our website are accurate and up to date.However:colours may appear differently depending on your screen or device;packaging may occasionally change;product imagery may differ slightly from the physical product; andproduct availability may change without notice.The information provided on our website is intended to help you make an informed purchasing decision.AERA products are personal care products and are not intended to diagnose, treat, cure or prevent disease unless expressly stated and lawfully permitted.Our products should be used according to the instructions provided on the product packaging and website.4. IMPORTANT PRODUCT INFORMATION4.1 ROOTROOT is a botanical hair treatment spray designed to support healthier-looking hair and the overall appearance and feel of the hair.ROOT may naturally impart a warm ginger tone to the hair with use. The intensity of this effect may vary depending on your natural hair colour, hair porosity, previous chemical treatments and the condition of your hair.We strongly recommend performing a strand test before applying ROOT to the entire head of hair.4.2 LUMENLUMEN is a facial mist designed to refresh, hydrate and support a brighter, more radiant and even-looking complexion.Individual results may vary depending on skin type, condition, routine and other factors.4.3 PUREPURE is an oral spray designed to freshen the mouth and complement your everyday oral care routine.PURE is not intended to replace regular brushing, flossing, professional dental care or treatment recommended by a dental professional.Where AERA makes specific product claims relating to hair growth, skin concerns, oral health, sensitivity, plaque, enamel or other functional benefits, such claims are subject to the applicable product formulation, substantiation and regulatory requirements.5. ORDERSWhen you place an order through the AERA website, you are making an offer to purchase the products in your cart.Before submitting your order, you will have an opportunity to:review the products in your cart;review quantities and prices;review delivery charges;correct errors in your order; andreview the applicable Terms & Conditions.An order is considered accepted by AERA once we have confirmed the order and received the applicable payment, subject to product availability.We reserve the right to decline or cancel an order where there is a legitimate reason to do so, including suspected fraud, obvious pricing errors, technical errors or circumstances where a product is unavailable.If we cancel an order after payment has been received, we will arrange an appropriate refund.6. PRICINGAll prices displayed on the AERA website are in South African Rand (ZAR) unless otherwise stated.Prices are subject to change.The price applicable to your purchase is the price displayed at the time you complete your order.Where applicable, delivery fees and other charges will be displayed before you complete your purchase.We take reasonable care to ensure that prices are accurate. If an obvious pricing error occurs, we will contact you before processing the affected order.7. PAYMENTAERA accepts the payment methods displayed at checkout.Payments are processed through our authorised third-party payment service providers.AERA does not intentionally retain complete card details where these are processed directly through a third-party payment provider.By completing a purchase, you confirm that you are authorised to use the payment method provided.We may delay or cancel an order where payment cannot be verified or where fraudulent activity is reasonably suspected.8. DELIVERYAERA currently operates primarily as an online store and delivers orders directly to customers.Delivery is available to the locations listed at checkout.Estimated delivery times will be communicated during the checkout process or in your order confirmation.Delivery times are estimates and may be affected by:public holidays;courier delays;incorrect or incomplete delivery information;adverse weather;circumstances beyond AERA’s reasonable control; orunusually high order volumes.You are responsible for ensuring that the delivery address and contact details supplied at checkout are correct.If you provide incorrect delivery information and the courier is unable to complete delivery, additional delivery charges may apply.Risk in the goods will be dealt with in accordance with applicable South African consumer law.9. RETURNS, EXCHANGES AND REFUNDSAERA wants you to feel confident purchasing from us.Your statutory rights under applicable South African consumer protection legislation are not affected by this section.9.1 Damaged or incorrect productsIf you receive a product that is damaged, defective or different from what you ordered, please contact us at hello@aeraskin.co as soon as reasonably possible.Please provide:your order number;photographs of the product and packaging;a description of the issue; andany other information reasonably required to assess the matter.We will assess the issue and, where appropriate, arrange a replacement, repair, refund or other remedy in accordance with applicable law.9.2 Change-of-mind returnsBecause AERA products include personal care, cosmetic and oral care products, opened or used products may not be eligible for return where applicable law permits exclusion for health, hygiene or safety reasons.Unopened products may be eligible for return in accordance with our Returns & Refund Policy and applicable consumer law.Products must be returned in the condition required by the applicable return provision.9.3 RefundsWhere a refund is approved, the refund will generally be made using the original payment method unless otherwise agreed or required by law.Refund processing times may vary depending on your payment provider or financial institution.10. PERSONAL CARE PRODUCTSAERA products are intended for their stated purpose and should be used according to the directions provided.Before using a product, please read the product label and instructions carefully.If you have known allergies, sensitivities or concerns about using a particular ingredient or product, please review the ingredient information and consult an appropriate healthcare professional where necessary.Discontinue use if significant irritation or an adverse reaction occurs and seek appropriate professional advice where necessary.AERA cannot guarantee that a product will produce the same result for every customer. Individual results may vary.11. INGREDIENTS AND FORMULATIONAERA is committed to thoughtful formulation and transparency about our products.Ingredient information provided on product pages and packaging is intended to help customers make informed purchasing decisions.AERA may update formulations, ingredients or packaging from time to time where reasonably necessary to improve products, comply with applicable requirements or maintain product quality.The specific formulation, ratios, manufacturing processes and other proprietary information used to create AERA products constitute confidential and proprietary information belonging to AERA and will not necessarily be disclosed publicly.12. INTELLECTUAL PROPERTYAll content appearing on the AERA website, including but not limited to:the AERA name and logo;product names;product photography;written content;graphics;packaging designs;illustrations;videos;trademarks;slogans; andvisual identity,is owned by or licensed to AERA and is protected by applicable intellectual property laws.You may not reproduce, modify, distribute, sell or commercially exploit AERA intellectual property without our prior written permission.“AERA” and “Breathe Life Into Beauty” are brand assets of AERA.13. REVIEWS AND CUSTOMER CONTENTWe may invite customers to submit product reviews, photographs, videos or other content relating to their AERA experience.By voluntarily submitting content to AERA, you confirm that:the content is your own or you have permission to provide it;it does not infringe another person’s rights;it is not unlawful, misleading or defamatory; andyou have obtained any necessary consent from individuals appearing in the content.Subject to applicable law and our Privacy Policy, you grant AERA permission to use submitted content for legitimate marketing, advertising and brand communication purposes.We reserve the right to remove content that is unlawful, offensive, misleading, fraudulent or inconsistent with our community standards.14. PRIVACY AND PERSONAL INFORMATIONWhen you shop with AERA, we collect and process certain personal information necessary to process your order, communicate with you, provide customer support and deliver your products.AERA processes personal information in accordance with applicable privacy laws, including the Protection of Personal Information Act 4 of 2013 (POPIA).Our Privacy Policy explains what information we collect, why we collect it, how we use it and your rights in relation to your personal information.By purchasing from AERA, you acknowledge that you have had an opportunity to review our Privacy Policy.15. MARKETING COMMUNICATIONSIf you choose to subscribe to AERA marketing communications, you may receive information about:new products;product education;special offers;launches;events;AERA news; andother relevant brand communications.You may unsubscribe from marketing communications at any time using the unsubscribe option included in our communications or by contacting us.Transactional communications relating to your order may still be sent where necessary.16. WEBSITE AVAILABILITYWe aim to keep the AERA website available and functioning correctly.However, we do not guarantee that the website will always be uninterrupted, error-free or available.The website may occasionally be unavailable because of:maintenance;technical problems;updates;third-party service interruptions; orcircumstances outside our reasonable control.17. THIRD-PARTY SERVICESAERA may use third-party service providers to support our business, including payment processors, courier companies, website hosting providers, analytics platforms and marketing platforms.Where you interact with third-party services, those services may have their own terms and privacy policies.AERA is not responsible for matters that fall outside our reasonable control in relation to independent third-party services, subject always to your rights under applicable law.18. LIMITATION OF LIABILITYNothing in these Terms is intended to exclude, restrict or limit any right, remedy, warranty or liability that cannot lawfully be excluded or limited under South African law.Subject to the above, AERA will not be responsible for losses arising from circumstances outside our reasonable control.Nothing in these Terms limits AERA’s liability for matters where such limitation is prohibited by applicable law.19. FORCE MAJEUREAERA will not be responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, severe weather, strikes, civil unrest, government action, supply chain disruptions, courier disruptions, telecommunications failures or other events that could not reasonably have been prevented.We will take reasonable steps to minimise the impact of such circumstances on customers.20. CHANGES TO THESE TERMSWe may update these Terms from time to time.The latest version will be published on the AERA website with the applicable effective date.Changes will apply to future use of the website and future orders unless otherwise required by law.21. GOVERNING LAWThese Terms are governed by the laws of the Republic of South Africa.Nothing in these Terms prevents a consumer from exercising any rights available to them under applicable South African consumer-protection legislation.22. CUSTOMER SUPPORTIf you have a question about an order, product, delivery, return or these Terms, please contact us:AERA Customer Care Email: hello@aeraskin.co WhatsApp: [WHATSAPP NUMBER, IF APPLICABLE] Website: www.aeraskin.coWe aim to respond to customer enquiries within 7 business days.23. ORDER CONFIRMATIONWhen you complete an order, we will send you an electronic confirmation containing the relevant transaction information.Please retain your order confirmation for your records.Your order history and applicable transaction information should remain accessible through your AERA account where account functionality is available.24. ACCEPTANCEBy selecting “I agree to the Terms & Conditions” and completing your purchase, you confirm that:you have read these Terms;you understand the terms applicable to your purchase;you have had an opportunity to review and correct your order before submitting it; andyou agree to be bound by these Terms, subject to your rights under applicable law.AERABreathe Life Into Beauty.

PRIVACY POLICYLast updated: 04/09/2026At AERA, we believe that care should extend beyond the products we create.We respect your privacy and are committed to protecting the personal information you share with us.This Privacy Policy explains how AERA collects, uses, stores, shares and protects your personal information when you visit our website, purchase our products, subscribe to our communications, contact us or otherwise interact with AERA.AERA processes personal information in accordance with applicable South African privacy laws, including the Protection of Personal Information Act 4 of 2013 (POPIA).1. WHO WE AREAERA is an online personal care and wellness brand offering products across hair, skin and oral care. Email: hello@aeraskin.co.za Website: www.aeraskin.co.zaFor purposes of applicable data protection legislation, AERA is responsible for the processing of personal information described in this Privacy Policy.2. WHAT IS PERSONAL INFORMATION?“Personal information” generally means information that identifies you or can reasonably be used to identify you.Depending on how you interact with AERA, this may include:your name and surname;email address;telephone or mobile number;billing and delivery address;account login information;order and purchase history;payment-related information;communications you have with AERA;product reviews and feedback;preferences you provide to us;information you provide when participating in promotions, competitions or surveys;information relating to your interaction with our website; andtechnical information such as IP address, browser type, device information and website activity.We only collect information that is reasonably necessary for legitimate business purposes.3. HOW WE COLLECT YOUR INFORMATIONWe may collect personal information when you:create an account;place an order;subscribe to our newsletter;contact customer care;complete a form on our website;participate in a competition, promotion or survey;submit a product review;communicate with us through social media;interact with our website; orotherwise voluntarily provide information to us.Some information may also be collected automatically when you use our website through technologies such as cookies and similar technologies.4. INFORMATION WE COLLECT WHEN YOU SHOPWhen you purchase from AERA, we may collect information necessary to process and fulfil your order, including:your name;contact details;delivery address;billing information;products purchased;order value;transaction details;delivery information; andcommunications relating to your order.Payment information may be processed directly by our third-party payment service providers.Where payment information is handled by a third-party payment provider, AERA does not intentionally retain complete payment card information unless necessary and lawfully permitted.5. WHY WE USE YOUR INFORMATIONWe may use your personal information to:Process and fulfil ordersThis includes:processing payments;confirming purchases;preparing and dispatching orders;arranging delivery;providing order updates; andhandling returns, refunds and exchanges.Provide customer supportWe may use your information to:respond to enquiries;resolve complaints;assist with orders;answer product-related questions; andcommunicate with you about your interactions with AERA.Improve our products and servicesWe may analyse customer feedback, purchasing patterns and website activity to help us improve:our products;website experience;customer service;communications;product education; andoverall AERA experience.Communicate with youWhere permitted and appropriate, we may contact you about:your orders;account activity;important service information;new products;product education;launches;promotions;events; andother AERA news.You can opt out of marketing communications at any time.6. MARKETING COMMUNICATIONSIf you subscribe to AERA’s mailing list or otherwise provide appropriate consent to receive marketing communications, we may send you emails, SMS messages, WhatsApp messages or other permitted communications about AERA.These may include:product launches;special offers;educational content;events;promotions;beauty and wellness information; andAERA news.You can unsubscribe at any time by:clicking the unsubscribe link in an email;following the opt-out instructions provided in a message; orcontacting us at hello@aeraskin.co.You will continue to receive essential transactional communications where necessary, such as order confirmations, delivery updates or important account information.7. COOKIES AND SIMILAR TECHNOLOGIESAERA may use cookies and similar technologies to improve your website experience.Cookies may help us:remember items in your shopping cart;remember preferences;understand how visitors use our website;measure website performance;improve website functionality;understand which content is useful to customers; andsupport relevant advertising and marketing.We may use services such as Google Analytics, Meta Pixel, TikTok Pixel or similar technologies.These technologies may collect information such as:IP address;device type;browser;pages visited;interactions with our website;referring website; andgeneral website activity.Where required by law, we will obtain appropriate consent before placing or using non-essential cookies.You can also manage cookies through your browser settings.8. THIRD-PARTY SERVICE PROVIDERSAERA works with trusted third parties to operate our business.These may include:payment processors;courier and logistics providers;website hosting providers;e-commerce platforms;email and SMS providers;customer-service platforms;analytics providers;marketing and advertising platforms;fraud-prevention providers; andtechnology providers.These providers may process personal information on our behalf or as independent controllers, depending on the service they provide.We take reasonable steps to ensure that service providers handling personal information on our behalf are subject to appropriate confidentiality and data-protection obligations.9. WHEN WE MAY SHARE YOUR INFORMATIONWe do not sell your personal information.We may share personal information where reasonably necessary to:process and deliver your order;process payments;provide customer support;operate our website;prevent fraud;comply with legal obligations;enforce our agreements;protect the rights, property or safety of AERA, our customers or others; orprovide services you have requested.We will not share more personal information than is reasonably necessary for the relevant purpose.10. INTERNATIONAL TRANSFERSSome of our technology, payment, hosting, analytics, marketing or other service providers may operate outside South Africa.Where personal information is transferred outside South Africa, AERA will take reasonable steps to ensure that the transfer complies with applicable data-protection requirements.This may include assessing the recipient’s privacy safeguards, contractual protections and the legal basis for the transfer.11. HOW LONG WE KEEP YOUR INFORMATIONWe retain personal information only for as long as reasonably necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law.For example, certain transaction, accounting and customer information may need to be retained to comply with legal, tax, accounting or regulatory requirements.When information is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it.12. HOW WE PROTECT YOUR INFORMATIONAERA takes reasonable technical and organisational measures to protect personal information against:loss;misuse;unauthorised access;unauthorised disclosure;alteration; anddestruction.These measures may include appropriate access controls, secure systems, authentication procedures, encryption where appropriate, service provider controls and staff confidentiality obligations.However, no internet transmission or electronic storage system can be guaranteed to be completely secure.If a security incident occurs that affects personal information, AERA will take the steps required by applicable law.13. YOUR RIGHTSSubject to applicable law, you may have the right to:request access to personal information we hold about you;request correction or updating of inaccurate information;request deletion of information where legally appropriate;object to certain processing of your information;withdraw consent where processing is based on consent;object to receiving direct marketing communications;request information about how your personal information is being processed; andlodge a complaint regarding our handling of your personal information.Withdrawing consent does not affect the lawfulness of processing that occurred before your withdrawal.Some requests may be subject to legal limitations or verification requirements.14. HOW TO REQUEST ACCESS OR CORRECTIONIf you would like to access, correct, update or request deletion of your personal information, please contact:AERA Information Officer / Privacy Contact Email: hello@aeraskin.co We may need to verify your identity before processing your request.We will respond to legitimate requests within the timeframe required by applicable law.15. DIRECT MARKETINGAERA respects your right to control how you receive marketing communications.Where applicable law requires consent, we will obtain the appropriate consent before sending direct electronic marketing.You may withdraw your consent or opt out at any time.Opting out of marketing communications will not prevent us from sending necessary transactional or service-related communications.16. CHILDREN’S PRIVACYAERA’s website and products are primarily intended for adult consumers.We do not knowingly collect personal information from children in circumstances where doing so would be unlawful.If you believe that a child has provided personal information to us without appropriate consent, please contact us so that we can investigate and take appropriate action.17. THIRD-PARTY WEBSITES AND SOCIAL MEDIAOur website may contain links to third-party websites or social media platforms.These websites operate independently from AERA and have their own privacy policies and terms.We encourage you to review the privacy policies of third-party websites before providing them with personal information.This Privacy Policy applies to information collected by AERA and does not govern third-party websites.18. SOCIAL MEDIA AND USER-GENERATED CONTENTIf you choose to interact with AERA through social media or voluntarily submit photographs, videos, testimonials, reviews or other content, information associated with that interaction may be visible to others depending on the platform and your privacy settings.Where AERA wishes to use customer-submitted content for marketing purposes, we will seek the appropriate permission where required.19. PRODUCT AND HEALTH INFORMATIONAERA takes customer privacy seriously.We do not require you to provide sensitive personal information about your health in order to purchase our products.If you voluntarily provide information about allergies, sensitivities, skin concerns, oral concerns, hair concerns or other personal circumstances when contacting customer care, we will treat such information appropriately and only use it for the purpose for which it was provided or where otherwise permitted by law.Please do not provide unnecessary medical or other sensitive information through ordinary website forms.Where you have a medical, dental or other healthcare concern, please consult an appropriately qualified healthcare professional.20. DATA BREACHESIf AERA becomes aware of a security compromise involving personal information, we will take reasonable steps to investigate, contain and address the incident.Where required by POPIA or other applicable law, we will notify affected individuals and/or the Information Regulator.21. CHANGES TO THIS PRIVACY POLICYWe may update this Privacy Policy from time to time to reflect:changes to our business;changes to our website;changes to our technology;changes to applicable laws; orchanges to how we process personal information.The latest version will always be published on the AERA website with its effective date.We encourage you to review this Privacy Policy periodically.22. COMPLAINTSIf you have a concern about how AERA handles your personal information, please contact us first.AERA Information Officer / Privacy Contact Email: hello@aeraskin.co We will make reasonable efforts to investigate and resolve your concern.If you are not satisfied with our response, you may have the right to lodge a complaint with the Information Regulator of South Africa.23. INFORMATION REGULATORThe Information Regulator is the independent authority responsible for monitoring and enforcing compliance with POPIA in South Africa.Information Regulator Website: https://inforegulator.org.za/ Email: inforeg@inforegulator.org.zaPlease check the Information Regulator’s website for its current contact details and complaint procedures.24. CONTACT USIf you have questions about this Privacy Policy or how AERA handles personal information, please contact us: Customer Care: hello@aeraskin.co Website: www.aeraskin.coAERABreathe Life Into Beauty.

RETURNS, REFUNDS & EXCHANGESLast updated: 04/09/2026At AERA, we want you to feel confident in every purchase.Because our products are designed for personal use across hair, skin and oral care, we take product hygiene, safety and quality seriously.This policy explains when products can be returned, exchanged or refunded.Nothing in this policy limits any rights you may have under applicable South African consumer protection legislation.1. CHANGE-OF-MIND RETURNSWe understand that sometimes you may change your mind about a purchase.For unopened, unused and undamaged products, AERA may accept a return within 14 days of delivery, provided that:the product has not been opened or used;the product is in its original packaging;all seals are intact;the product has not been damaged;the product is in a condition suitable for resale; andproof of purchase is provided.Because AERA products are personal care products, opened or used products may not be accepted for change-of-mind returns, where permitted by applicable law.This is to protect the health, hygiene and safety of our customers.2. PRODUCTS THAT ARE DAMAGED, DEFECTIVE OR INCORRECTIf your order arrives:damaged;defective;incomplete; ordifferent from the product you ordered,please contact AERA as soon as reasonably possible.Email:hello@aeraskin.coPlease include:your order number;your name;photographs of the product;photographs of the packaging, where relevant;a description of the problem; andany other information reasonably required to assess the issue.Please retain the original packaging until the matter has been resolved.Where a product is defective, damaged or incorrectly supplied, AERA will provide an appropriate remedy in accordance with applicable South African consumer law.Depending on the circumstances, this may include:replacement of the product;repair, where applicable;refund; oranother remedy available under applicable law.3. PRODUCTS THAT HAVE CAUSED AN ADVERSE REACTIONIf you experience an unexpected or significant reaction after using an AERA product, discontinue use.Please contact us at:hello@aeraskin.coInclude:your order number;the product used;when you first used the product;a description of the reaction; andany relevant information you are comfortable providing.Where appropriate, AERA may request photographs or additional information to help us investigate the matter.If the reaction is severe or you believe you require medical attention, please seek advice from an appropriately qualified healthcare professional immediately.A product reaction does not automatically mean that a product is defective. Each case will be assessed individually.4. ROOT: GINGER-TONING EFFECTROOT is intentionally formulated to impart a warm ginger tone to the hair with use.Because the intensity of this effect can vary according to:natural hair colour;hair porosity;previous colour or chemical treatments;hair condition; andfrequency of use,we strongly recommend performing a strand test before applying ROOT to the entire head of hair.A difference in colour intensity or result between customers does not, by itself, constitute a product defect.If ROOT produces an unexpected result or you believe the product is defective, please contact AERA so that we can assess the matter.5. LUMENLUMEN is a facial mist intended to refresh, hydrate and support the appearance of brighter, more radiant and even-looking skin.Individual results will vary.A difference in individual results does not, by itself, constitute a product defect.If you believe your LUMEN product is defective, contaminated, damaged or otherwise unsuitable for use, please contact us before continuing to use it.6. PUREPURE is an oral mist intended to freshen the mouth and complement an everyday oral care routine.PURE should be used according to the instructions provided on the product packaging.If you experience an unexpected reaction or believe the product is defective, discontinue use and contact AERA.PURE does not replace regular brushing, flossing, dental examinations or professional dental treatment.7. HOW TO REQUEST A RETURNTo request a return, email:hello@aeraskin.cowith the subject line:RETURN REQUEST – [ORDER NUMBER]Please provide:Your full name;Order number;Product(s) you wish to return;Reason for the return;Photographs, where applicable; andYour preferred remedy, where relevant.Please do not send products back before AERA has provided return instructions.8. RETURN APPROVALOnce we receive your request, we will assess whether the return qualifies under this policy and applicable law.If your return is approved, we will provide instructions regarding where and how the product should be returned.Products returned without prior authorisation may experience delays in processing.9. RETURN SHIPPINGChange-of-mind returnsWhere a return is accepted because you have changed your mind, you will be responsible for the applicable return shipping costs, subject to applicable law.Damaged, defective or incorrect productsWhere the product is confirmed to be damaged, defective or incorrectly supplied, AERA will arrange an appropriate remedy and, where applicable, cover reasonable return and replacement delivery costs.10. REFUNDSWhere a refund is approved, the refund will generally be processed using the original payment method.Refund processing may take 7-10 business days after the return has been approved or received, depending on the payment provider and financial institution.The time taken for funds to appear in your account may vary.11. EXCHANGESWhere appropriate, AERA may offer an exchange for:an incorrect product;a damaged product;a defective product; oranother circumstance where an exchange is an appropriate remedy.If the requested replacement is unavailable, AERA will provide an alternative remedy in accordance with applicable law.12. SALE, PROMOTIONAL AND GIFT PRODUCTSProducts purchased during promotions or special offers remain subject to this Returns Policy and applicable consumer law.Where a promotion includes a free gift, bonus product or bundle benefit, returning the qualifying product may require the promotional item to also be returned.Specific promotional terms may apply and will be communicated at the time of purchase.13. GIFT ORDERSIf a product was purchased as a gift, the original purchaser may need to initiate the return because the purchase and payment are associated with their order.Refunds will generally be issued to the original payment method unless otherwise agreed or required by law.14. PRODUCTS THAT CANNOT BE RETURNED FOR HYGIENE REASONSSubject to your statutory consumer rights, AERA may not accept returns of personal care products that have been opened or used where accepting the return would create a reasonable health, hygiene or safety concern.This may include:opened oral care products;opened facial products;opened hair care products; andproducts that have been applied directly to the body.This restriction does not affect your rights where a product is defective, unsafe, incorrectly supplied or otherwise subject to a statutory remedy.15. REFUNDS FOR UNDELIVERED OR RETURNED ORDERSIf an order is returned to AERA because the delivery address provided by the customer was incorrect or incomplete, we will contact you to arrange the next steps.Additional delivery charges may apply where the failed delivery resulted from incorrect information supplied by the customer.Where an order cannot be fulfilled by AERA and payment has already been received, an appropriate refund will be arranged.16. PRODUCT SAFETYPlease read the product packaging and instructions before using an AERA product.Do not use a product if:the packaging appears damaged or tampered with;the product appears contaminated;the product has an unusual smell, colour or consistency that concerns you; orthe product is past its stated expiry or recommended period of use.Contact AERA if you have concerns about a product before continuing to use it.17. PROOF OF PURCHASEAERA may require proof of purchase before processing a return, exchange or refund.Acceptable proof may include:order confirmation;invoice;receipt; orother transaction information that allows us to verify the purchase.18. CONSUMER RIGHTSThis policy is intended to operate alongside, and not replace, your rights under applicable South African consumer-protection legislation.Where a provision of this policy conflicts with a mandatory legal right, the applicable legal right will prevail.19. CONTACT AERAFor returns, refunds or exchanges:AERA Customer CareEmail: hello@aeraskin.co Website: www.aeraskin.coCustomer-care hours: Monday - Friday: 09:00 - 17:00Saturday, Sunday, Public Holidays: CLOSEDWe aim to respond to return enquiries within 3 business days.20. OUR COMMITMENTWe want every AERA experience to feel considered, from the moment you discover us to the moment your product becomes part of your ritual.If something isn’t right, please tell us.We’ll do our best to resolve the matter fairly, thoughtfully and in accordance with your consumer rights.AERABreathe Life Into Beauty.

SHIPPING & DELIVERY POLICYLast updated: 04/09/2026At AERA, we believe the experience should begin before your product arrives.Every order is prepared with care and delivered directly to you.This Shipping & Delivery Policy explains how we process, dispatch and deliver orders placed through the AERA online store.1. WHERE WE DELIVERAERA currently delivers to addresses within the Republic of South Africa.Orders can be delivered to:residential addresses;business addresses; andother valid physical delivery addresses accepted by our courier partners.We do not currently offer delivery to PO Boxes unless expressly stated at checkout.International delivery is not currently available.We may expand our delivery destinations in the future.2. SHIPPING OPTIONSAvailable shipping options and applicable fees will be displayed during checkout based on your delivery address and order.Our standard delivery option is:STANDARD DELIVERY Estimated delivery: 2–5 business days Shipping fee: R125.00AERA may offer additional delivery options from time to time, including express delivery or promotional free delivery.Where an express option is available, the applicable fee and estimated delivery time will be displayed at checkout.Estimated delivery times shown at checkout are estimates and may vary depending on your location and circumstances affecting delivery.3. FREE SHIPPINGAERA may offer free standard delivery when an order reaches a specified qualifying amount.Free standard delivery on orders of R3,000.00 or more.Where a free shipping promotion applies, the applicable terms will be displayed on the website or at checkout.Free shipping promotions may not apply to certain products, locations or promotional orders where expressly stated.4. PROCESSING YOUR ORDEROrders are generally processed within:1–3 business daysOrder processing begins once payment has been successfully received and the order has been confirmed.Orders placed on weekends or public holidays will generally begin processing on the next business day.During product launches, promotional periods, festive seasons or unusually high-volume periods, processing may take longer.Where a significant delay is expected, we will make reasonable efforts to communicate this to affected customers.5. DELIVERY TIMESDelivery times depend on the destination and courier service.Delivery Area + Estimated Delivery Timelines:*Major metropolitan areas2–4 business days*Other urban areas3–5 business days*Regional areas4–7 business days*Remote areas5–10 business daysThese are estimates rather than guaranteed delivery dates.Delivery may take longer during:public holidays;promotional periods;festive seasons;severe weather;courier disruptions;remote-area deliveries;incorrect or incomplete address information; orcircumstances outside AERA’s reasonable control.The estimated delivery time applicable to your selected shipping option will be displayed at checkout where available.6. DELIVERY ADDRESSPlease carefully check your delivery information before completing your order.You are responsible for providing:your full name;correct street address;suburb/town;city;province;postal code; anda valid telephone number.If delivery information is incorrect or incomplete, delivery may be delayed or unsuccessful.If you realise that you have entered an incorrect delivery address, contact AERA as soon as possible at:hello@aeraskin.coWe will make reasonable efforts to assist, but cannot guarantee that an address can be changed once an order has been dispatched.7. COURIER DELIVERYAERA uses third-party courier and logistics providers to deliver orders.Once your order has been dispatched, you may receive tracking information by email, SMS or another appropriate communication channel.Depending on the courier service, the courier may contact you using the telephone number supplied with your order.Please ensure that someone is available to receive the package where required.AERA is not responsible for delays caused by a customer being unavailable to receive a delivery, subject to applicable consumer rights.8. TRACKING YOUR ORDERWhere tracking is available, AERA will provide your tracking information once your order has been dispatched.You can use the tracking information to monitor the progress of your delivery.If your tracking information has not updated for an unusually long period, please contact:hello@aeraskin.coWe will assist in following up with the relevant courier.9. FAILED DELIVERY ATTEMPTSIf a courier is unable to deliver your order because:nobody is available to receive it;the address is incorrect or incomplete;the delivery location is inaccessible;the recipient refuses delivery; oranother circumstance prevents delivery,the courier may attempt delivery again or return the package to AERA, depending on its procedures.If an order is returned to AERA because of information or circumstances attributable to the customer, additional delivery charges may apply if the order needs to be re-dispatched.We will contact you before arranging re-delivery where reasonably possible.10. DELAYED DELIVERIESWhile we work with our courier partners to deliver orders within the estimated timeframe, delays can occasionally occur.If your order has not arrived within the estimated delivery period, please contact us at:hello@aeraskin.cowith your order number.We will investigate the delivery with the relevant courier.Nothing in this policy limits any rights or remedies available to you under applicable South African consumer law.11. LOST ORDERSIf your order appears to have been lost during delivery, please contact AERA.We will investigate the matter with the relevant courier provider and, where appropriate, arrange a replacement or other remedy in accordance with applicable law.Please do not place a second order solely because your original order appears to be delayed without first contacting us.12. DAMAGED PACKAGESWe take care in preparing and packaging every AERA order.If your package arrives visibly damaged, please:photograph the package before opening it, where possible;photograph any damage to the products or packaging;retain the original packaging; andcontact AERA as soon as possible.Email:hello@aeraskin.coSubject:DAMAGED ORDER – [ORDER NUMBER]We will assess the matter and provide an appropriate remedy where applicable.13. INCORRECT OR MISSING ITEMSIf your order contains an incorrect product or an item is missing, please contact us within 48 hours of delivery.Please provide:your order number;the product(s) received;the product(s) expected; andphotographs of the package and products, where relevant.We will investigate and arrange an appropriate remedy where the error is attributable to AERA.14. MULTIPLE-PRODUCT ORDERSWhere an order contains multiple products, AERA may ship the products together or separately depending on stock availability and fulfilment requirements.If products are shipped separately, you may receive more than one tracking notification.You will not be charged additional delivery fees solely because AERA chooses to split an order, unless otherwise clearly stated at checkout.15. PRE-ORDERSIf AERA offers a product on pre-order, the estimated dispatch or delivery timeframe will be clearly communicated on the product page and/or at checkout.Where an order contains both in-stock and pre-order products, AERA may either:ship the available products first; orship the complete order once all products are available.The applicable arrangement will be communicated to you at the time of purchase.16. PROMOTIONAL PERIODSDuring major launches, sales, Black Friday, festive periods and other promotional campaigns, order volumes may be significantly higher than usual.This may result in longer processing or delivery times.Where applicable, an updated estimated delivery timeframe will be displayed on the website or communicated to customers.17. PUBLIC HOLIDAYSBusiness days do not generally include Saturdays, Sundays or South African public holidays unless expressly stated otherwise.Orders placed during public holidays or weekends will generally begin processing on the next business day.18. LOCAL DELIVERYAERA may introduce local delivery in selected areas in the future.Where local delivery is offered, the applicable delivery area, fee and estimated delivery timeframe will be displayed at checkout.19. INTERNATIONAL DELIVERYAERA does not currently offer international shipping.As AERA grows, we may introduce international delivery to selected countries.International customers will only be able to place orders once the relevant destination has been activated on the AERA website.International shipping terms, costs, delivery estimates, customs duties and taxes will be communicated separately when international delivery becomes available.20. SHIPPING FEESShipping fees are displayed at checkout before you complete your purchase.The applicable fee may depend on:delivery destination;order value;delivery option;promotional offers; andother shipping conditions communicated at checkout.AERA reserves the right to change shipping fees from time to time, but the applicable fee will be displayed before you complete your order.21. CUSTOMS, DUTIES AND TAXESFor deliveries within South Africa, applicable taxes and charges will be handled in accordance with the applicable pricing and tax requirements.If AERA introduces international delivery, customers may be responsible for applicable customs duties, import taxes or other charges unless expressly stated otherwise at checkout.22. DELIVERY AND CONSUMER RIGHTSAERA aims to provide clear and reasonable delivery estimates.Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under applicable South African consumer-protection legislation.Where a mandatory legal requirement applies, that requirement will prevail over any conflicting provision in this policy.23. CONTACT USFor questions about shipping or delivery:AERA Customer CareEmail: hello@aeraskin.co Website: www.aeraskin.coCustomer-care hours: Monday - Friday: 09:00 - 17:00We aim to respond to shipping enquiries within 2 business days.24. OUR DELIVERY PROMISEWe may not be able to control every kilometre of your journey to AERA.But we can control how your order leaves us.Every order is prepared with care, packaged thoughtfully and sent with the intention that receiving AERA should feel like part of the ritual.AERABreathe Life Into Beauty.