Returns and refunds

Warranty

  • We warrant all our new products against any defects for six (6) months from the time we supplied the products. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (CPA). These products are all subject to the manufacturer’s warranties and terms & conditions. Any of our products that become defective during the statutory warranty period (six (6) months from the time the products were supplied) may be returned for us to arrange repair, replacement or a refund. Defective products are those that had a defect or were unsafe when we supplied them. You must prove that the products are defective. As soon as we have been contacted by you to facilitate return of the product to us, we will provide you with the necessary return details. Any customer that is a consumer under the CPA may decide whether we should either repair, replace defective goods or process a refund. We will decide how to compensate customers.

  • Should a product be found defective within seven (7) days from you having received your order, we will collect and return the product. Subject to the manufacturer or its official distributing agent determining that the product can be honoured in terms of the warranty, we will carry all the costs involved in returning, repairing or replacing the product. This will be subject to the manufacturer or its official distributing agent determining that the product can be honoured under the terms of the warranty.

  • Should the product be found defective or become defective after seven (7) days from you having received your order and where the product still falls under the warranty period, the cost of returning the defective product will be for your account and we will cover the cost of returning the repaired or replaced product back to you. This will be subject to the manufacturer or its official distributing agent determining that the product can be honoured under the terms of the warranty. If not, the costs for the return of the product will be for your account.

  • We do not personally carry out the repair; we send the product to the manufacturer to be repaired. We warrant all our repaired products against any further defect for the remaining portion of the statutory warranty period plus a further three months from the time we returned the repaired products.

 

Returns

  • You are entitled to return or exchange any products ordered on-line provide that:

    • You have the proof of purchase (invoice).

    • The item must qualify as an item that can be returned (see non-returnable items below).

    • The item must be in a re-sellable condition except in the case of damaged or faulty items (saleable condition).

    • It is within seven (7) days of delivery, unless the item is found to be defective.

  • Returns for on-line orders will be arranged with the store from which you purchased your order. To initiate the return process, please contact your store or on-line customer services and advise them accordingly. You will need your invoice number or order number as the reference.

  • Various options and scenarios exist which could give rise to a return. We have summarised these below, together with the steps to be taken:

Incorrect items delivered

Please notify us immediately or within two (2) days of purchase. We will refund, exchange or send the correct item to you free of charge.

Incorrect item ordered

Please notify us within two (2) days to exchange your item at your local store or contact our on-line customer services to have the item collected or replaced by our delivery partner for your account. If applicable, the delivery fee will be deducted from you refund.

Received damaged Item

Please notify us immediately or within the two (2) days of purchase. We will refund, exchange, or send a new item free of charge once we have inspected the goods.

Defective goods

Please notify on-line customer services immediately of any defects. We will investigate the matter and once we have consulted with our supplier, we will notify you of the outcome.

Exchanges

We offer in-store exchanges at any of our stores or we are able to facilitate a collection (please note charges will apply).

Late Deliveries

Your order is delayed and you would like to rather return the item(s). Please notify the branch or on-line customer services immediately.

 

Non-returnable products

This list excludes items which were delivered damaged, are defective or have an expiry date which preceded the delivery date or are still in their original, unopened packaging

  • Food or snacks

  • Treatment and medicine products such as Tick & Flea tablets and sprays

  • Items explicitly marked as non-returnable

 

Refunds

The refund process will be initiated by either a return or exchange as documented above.
 

Online refund

  • Where a refund is due to the customer, this will be processed as soon as is possible.

  • It will normally take between 24-48 hours to process the refund and another 24-48 hours to reflect in your account.

    • Full purchase refunds will be processed via Payfast to the credit card you used at the time of the purchase.

    • For partial refunds, an EFT will be processed on confirmation and validation of banking details provided by yourself.

  • Refunds will be approved once the case by case situation has been analysed and approved.

  • Due to card and banking security considerations and the high levels of fraud prevalent around electronic payments, we may request additional validation answers from you based on the information you provided on registration on our site. While answering lots of questions can be frustrating and time consuming, please bear with us as this security checking is in your interest.

 

In branch refund

  • If you actioned the return in branch, the branch will be able to process a refund for you.

 

 

Our on-line customer service department contact details: Pet & Pool

Telephone: 011 786 7166

Email: support@petandpool.co.za

Office Hours: Monday to Friday 8am to 4pm

You can also contact your local store directly for assistance.