Returns & Refunds Policy

This policy applies to all products sold through our online store. It complies with the Electronic Communications and Transactions Act (ECT Act) and the Consumer Protection Act (CPA).

To be eligible for a refund, replacement, or exchange, you must return the product in its original condition and with the invoice.

All returns, exchanges or refunds are subject to the following terms and conditions:

Returns

You could choose between a repair, exchange, or your money back where goods are faulty, wrongly described, or do not perform as intended. Please retain the invoice as proof of purchase.

If you want to return any goods, you must send an email to returns@paarlpets.co.za, within 7 days of receiving your order.

Returned products must:

  • Be unused, not damaged, unopened and in its original packaging.
  • Be returned within 10 business days of receipt of the product.
  • Include the original invoice or proof of purchase.
  • You are responsible for the cost and risk of returning the product to us.

Damaged or Incorrect Items Received

If you receive the wrong product or a damaged item, please notify us by email at returns@paarlpets.co.za as soon as possible, but no later than 10 business days after delivery. We will arrange to pick up the incorrect or damaged item and exchange it for the correct product, free of charge.

To be eligible for an exchange on an incorrect item, the item must be unused, not damaged, and in its unopened, original packaging. The original invoice needs to be included.

If you received a damaged item, please document the damage by taking photos or videos to include in your return request. This will help us to process your return quickly and efficiently. Include the original invoice with the return.

We will collect and return any goods related to damaged or incorrect items, at our risk and expense.

Warranty Repairs and Replacements

All our new products are offered with a 6-month warranty. If your product becomes defective during the warranty period, please contact us at returns@paarlpets.co.za as soon as possible, so we can help you resolve the issue. 

To return a defective product, please include the original invoice and ship it to us at the following address:

Paarl Pets, 397 Main Road, Lemoenkloof, Paarl, 7646.

Once we receive the product, we will inspect it and determine if it is covered under the warranty. If it is, we will repair it, exchange it, replace it, or refund your purchase price, subject to the manufacturers/agents’ terms and conditions.

If the product is found to be defective within 7 days of receiving your order, we will arrange and pay for shipping both ways. If the product is found to be defective after 7 days, you will be responsible for shipping the product to us. We will pay for shipping the repaired product back to you.

If your warranty claim is denied, you will be responsible for the cost of shipping the product back to you.

We understand that dealing with a defective product can be frustrating, so we will do everything we can to make the warranty process as smooth as possible. If you have any questions or concerns, please do not hesitate to contact us.

Not covered by the warranty:

  • Damage arising from normal wear and tear.
  • Damage arising from any alterations to the product.
  • Damage arising from negligence, incorrect use, or abuse of the product.
  • Damage arising from inadequate care that could reasonably be expected.
  • Damage caused by lightning, power surges, or surges caused by load shedding.
  • Goods used for a purpose other than the purpose for which they were manufactured.
  • Accidental damage.
  • Goods that have been partially or entirely disassembled.

Items that cannot be returned or refunded:

  • Special orders or custom items.
  • Gift vouchers or coupons.
  • Food items, including treats.
  • Treatment products, such as tick and flea tablets and sprays.
  • Sale items or clearance items.
  • Items damaged by the customer, intentionally or unintentionally.
  • Items that have been disassembled, altered, permanently installed, affixed, or combined with other goods.
  • Items that are not inherently unsafe, have no material defect, or have failed while being used contrary to instructions or not for their intended purpose.
  • Items that cannot be returned for reasons of public health or other public safety regulations.
  • Items explicitly marked as non-returnable.

Return costs:

If you return a product, you may be responsible for costs if the product needs to be restored before it can be restocked.

This will not apply if the product is returned unused, not damaged, and unopened in its original packaging.

Refunds

We inspect all returned items to ensure they are in their original condition and packaging. We reserve the right to refuse any returns that do not meet these requirements.

If we approve your refund, we will refund the original purchase price of the products, minus any applicable costs allowed, by EFT within 15 business days of receiving the returned items.

We reserve the right to request customer identification (copy of ID) and an official Proof of Bank Account Letter to action an EFT payment.

Shipping returns

Please send your product to the following address: Paarl Pets, 397 Main Road, Lemoenkloof, Paarl, 7646.

You will be responsible for the risk and cost of returning your item to us.

If you are returning more expensive items, we advise you to use a trackable shipping service or purchasing shipping insurance.

We cannot guarantee that we will receive your returned item.

If you have any questions, please contact us using one of the following methods:

Email: info@paarlpets.co.za

Tel: (023) 342 4596 (Available: Mon – Fri 09h00 – 17h00)