Refund policy
Return & Refunds Policy
If you would like to make a return, take a look at our policies below. We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at info@petandtackshop.co.za
1) Returns
If you wish to return your item, we must receive your request within 3 days of the date you received your item.
Our policy lasts 7 days. If 7 days have gone by since your purchase and the item to be returned has not been dispatched with the courier, unfortunately we can’t offer you a refund or exchange.
The Pet & Tack Shop waivers accountability for freight forwarding cost for all returns other than defected items and guarantee, warranty related exchanges. If item is returned due a change of mind or any condition exercised within the customers right to returns, The Pet & Tack Shop will exercise the right to recover the forward freighting charges and transaction fees to the amount of 6,5% from the refund amount.
In the case of food items the manufacturer guidelines for exchanges will supersede The Pet & Tack Shop's exchange policy. Please revert to manufacturer exchange guidelines and conditions of returns where applicable.
Return shipping will be invoiced and paid prior to dispatching courier for collection. This amount will not be refunded for change in mind or lack of due diligence issues after delivery. Return shipping fees will only be refunded for manufacturing and guarantee.
To be eligible for a return or refund, your item must be unused and in the same condition that it was received. It must also be in the original packaging with no deviations.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
No refund in full or partial will be provided for used items or items with compromised packaging, under the terms of this policy.
Refunds due to customer request will be subjected to the deduction of a min of 6,5% transactional fees subject to payment method used for the placed order.
2) Return Shipping
After you’ve submitted a return request to info@petandtackshop.co.za, we will send you a PDF of a return shipping label made out to the original delivery address. Please print it out and affix to your package.
Damages or losses incurred in the return shipping process is for liability of the customer. It is therefore necessary to take out transit insurance cover for the return journey to mitigate risk of loss or damage.
The customer is responsible for paying for the return shipping costs prior to collection and to ensure necessary steps are taken to protect all items through the transit process, so that it is received in original state, without any transfer damages.
In the event of any damages incurred after collection the item will be deemed non-resalable. Items are insured for minimum service provider rates. Additional insurance is required for higher valued goods to mitigate potential risks. Insurance claims are administered at the service providers discretion and policies.
3) Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed via eft payment method to the prescribed bank account, within 7 working days of days. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a 48 hours for the refund to show up in your bank statement.
No partial refunds for used items will be granted. Due diligence is required by customers for correct sizing for pets, fit for purpose checks and any potential safety concerns attributed to natural habitat and pet habits. Lack of due diligence and reasonable man checks do not waiver any of the aforementioned process conditions, any liabilities and forfeiture. Any refunds from third parties for moneyback guarantee offers, facilitated by The Pet & Tack Shop, will still be subjected to the deductions (return shipping, foreword freighting, transaction fees 6,5% etc.) as per this returns policy terms.
Refunds due to customer request will be subjected to the deduction of a min of 6.5% transactional fees subject to payment method used for the placed order.
All requested cancellations will be subjected to the terms of this refunds policy.
4) Late or missing refunds (if applicable)
Once proof of refund is received, If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted or cleared to account. This is purely do to the rules of the institution not the Payfast secure portal used to reverse the transaction
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact Customer Service at info@petandtackshop.co.za. or via telephone.
5) Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
6) Exchanges (if applicable)
In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one. Please return the package to the courier in this case for immediate exchange. Please email customer service at info@petandtackshop.co.za within 2 days of receiving your product to begin the exchange process in the case of unnoticeable latent defects upon delivery. Please use in conjunction with returns section guidelines,
7) Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
8) Insurance
If you are shipping an item of significant value, you should consider using a traceable shipping service or purchasing shipping insurance for any items requiring shipped return. We don’t guarantee that we will receive your returned item. Necessary insurance should be in place by customers prior to return shipment issued to courier collection.
Disclaimer: Legal information is not legal advice.
