Unfortunately we are unable to make changes to an order once it has been placed. If you would like to cancel an order, please email email@example.com or contact us on WhatsApp at 058 570 PETS (7387).
Provided the processing has not yet started and it is not with a third party supplier, our team will be able to cancel the order for you.
If your products have already been delivered, then you will need to follow our returns procedure.
Return / Exchange Policy:
We do not accept return / exchange for the following items:
- We will accept return / exchange requests for items that are unopened, unused, with the original tags still intact, with any proof of purchase (e.g. receipt/invoice, email confirmation, etc.), within 7 days from the date of receipt of your item. The product(s) must be in their original packaging, if applicable, in the same condition it was received.
- Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return is approved.
- If approved, the money will be refunded through gift vouchers (available 1 month) in which you can use for payment on your next order
- If product will be exchanged, it will be picked up from the same address it has been delivered to.
We will refund you in case:
- Items on Sale
- Opened / Used Pet Food & Pet Treats Products
- Opened / Used Pet Healthcare Products
- Used / Damaged Pet Accessories
- Items without original tags or damaged tags
Out of Stock Items:
- Items are out of stock.
- The customer requested to cancel order and refund prior to delivery
- Should any of the products you have ordered be out of stock, which can happen in case the supplier did not notify us in time to update our own stock inventory, refund will be processed through the payment channel. Please allow for up to 45 days for the refund transfer to be completed - time of refund processing depends on the issuing bank of the credit card. Alternatively, we can offer you an alternative product of the same or similar quality and design. If the alternative product is more expensive we will charge the additional balance accordingly. If the item is cheaper we will refund you the balance.
- We will happily refund or exchange any item that is damaged or that has been incorrectly purchased within 7 days of purchase and with proof of payment (i.e. your original order receipt).
- If you find your product has a defect, please take the photographic evidence within 24 hours of receiving the damaged product & email us at firstname.lastname@example.org
- Product must be presented to us before we can proceed with our return policy.
- We will NOT replace or refund any item/product which is found used or tempered or bought on sale or does not meet our quality standards