Refund policy

1. Returns Eligibility

• 14-Day Return Window: Unused, unopened items in original packaging with proof of purchase can be returned within 14 days of delivery or purchase from store.

• Non-Returnable Items:

  • Perishables: Opened or expired pet food and treats.

  • Temperature-Sensitive Items: such as injections sold with ice, are strictly non-returnable for safety reasons

  • Custom/Hygiene Items: Engraved tags, grooming tools, and used accessories.

  • Sale Items & Gift Cards: These cannot be returned.

2. How to Return

• Online Orders:

  • Email info@petotreats.co.za for return approval.

  • If the return is due to our error (e.g., incorrect item), we will provide a return label.

  • Change of mind? Customers must cover return shipping costs.

• In-Store Purchases:

  • Bring the item and receipt to the store for assessment.

3. Damaged or Incorrect Items

• Report issues within 48 hours of delivery with photo/video proof.

• We will replace or refund defective/damaged items.

4. Refunds

• Approved refunds will be processed within 7-10 business days to your original payment method.

• Shipping fees are refunded only if the error was ours.

5. Exchanges

• We do not offer direct exchanges.

• Instead, return the item for a refund and place a new order.

South African Consumer Law Summary

This policy complies with the Consumer Protection Act (CPA), which includes:

• Your right to return unsuitable goods within 14 days (excluding non-returnable items).

• Our obligation to refund or replace defective, damaged, or incorrectly delivered items.

• Clear disclosure of return shipping responsibilities (customer pays for change of mind).

Any Questions?

Contact us at info@petotreats.co.za

Thank You & Happy Shopping!