Refund policy

Last updated: 2 September 2026

Contact us before returning anything

Email info@101petproducts.co.za or call 072 220 8275 with your order number, the product concerned, the reason for the return, and photographs where relevant. We will give you return instructions. Please do not send a product back without first contacting us.

Change-of-mind returns for online purchases

Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) applies, you may cancel an online purchase without giving a reason and without penalty within seven days after receiving the goods. You must pay the direct cost of returning the goods. Once you have cancelled within this period, we will refund the amount paid within 30 days of cancellation.

This cooling-off right does not apply to transactions excluded by section 42 of ECTA, including goods made to your specifications or clearly personalised; goods which by their nature cannot be returned; goods likely to deteriorate or expire rapidly; and foodstuffs, beverages or other goods intended for everyday consumption supplied to your home, residence or workplace.

For a change-of-mind return, the product should be unused, in resalable condition, and returned with all parts, accessories, labels and original packaging where reasonably possible. We may make a deduction only where the law permits one.

Incorrect, damaged, unsafe or defective goods

Please tell us as soon as reasonably possible if a product is incorrect, damaged on delivery, unsafe, defective, not of good quality, not reasonably suitable for its ordinary purpose, or materially different from its description.

The Consumer Protection Act 68 of 2008 (CPA) gives consumers an implied warranty of quality. Within six months after delivery, qualifying failed, unsafe or defective goods may be returned without penalty and at our risk and expense. At your direction, and subject to the CPA, we will repair or replace the goods or refund the price paid. If repaired goods fail again within three months after repair, the CPA provides for replacement or a refund. These rights are in addition to any valid manufacturer warranty.

Sale or discounted goods carry the same statutory rights unless a particular defect was clearly disclosed and accepted before purchase.

We may inspect a returned product to confirm the reported issue. The statutory remedy may not apply where the problem was caused by misuse, abuse, neglect, unauthorised alteration, normal wear and tear, failure to follow instructions, or damage occurring after delivery.

Hygiene, health, medicines, food and consumables

For health, hygiene and safety reasons, opened or used pet food, treats, supplements, medicines, grooming products and other consumables may not be accepted as change-of-mind returns where the law permits this restriction. This does not limit your rights where the goods are defective, unsafe, incorrectly supplied or otherwise returnable under applicable law.

Refunds

Approved refunds will be made to the original payment method where reasonably possible. Bank and payment-provider processing times are outside our control. Delivery charges will be refunded where required by law, including where we supplied incorrect or defective goods. For a valid ECTA change-of-mind cancellation, the customer remains responsible for the direct return cost.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under the CPA, ECTA or other applicable South African law.