Refund policy

Return & Refund Policy

Last Updated: 8 July 2026

Welcome to Pets and You. We want you and your furry friends to love every purchase. If something isn't quite right, we're here to help.

Returns

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.

  • All original packaging, tags, manuals, and accessories must be included.

  • Proof of purchase or your order number is required.

  • The item must not show signs of misuse, damage, or excessive handling.

Unfortunately, we cannot accept returns that do not meet these conditions.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are faulty or damaged on arrival:

  • Opened pet food or treats

  • Opened supplements or vitamins

  • Grooming products that have been opened or used

  • Personalised or custom-made products

  • Gift cards

  • Clearance or final sale items (unless defective)

Damaged, Incorrect or Faulty Items

Please inspect your order as soon as it arrives.

If your item arrives:

  • Damaged

  • Defective

  • Incorrect

  • Missing parts

please contact us within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos or videos of the product and packaging

Once reviewed, we will arrange a replacement, repair, or refund where applicable.

Change of Mind Returns

If you've changed your mind, you may return eligible products within 30 days.

Please note:

  • Return shipping costs are the customer's responsibility.

  • Original shipping fees are non-refundable.

  • The product must be returned in its original unused condition.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may take additional time to process the refund.

Exchanges

We currently offer exchanges for:

  • Faulty products

  • Incorrect items sent

  • Items damaged during delivery

If you would like a different size, colour, or product, we recommend placing a new order after your return has been approved.

Order Cancellations

Orders may only be cancelled before they have been packed or shipped.

Once an order has been dispatched, it will need to follow our standard return process.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The incorrect item was sent

  • The item arrived damaged

  • The product is defective

We recommend using a tracked courier service, as we cannot be responsible for returns lost in transit.

Refund Processing Times

After your return has been approved:

  • Inspection: 1–3 business days

  • Refund processing: 5–10 business days

  • Bank processing: May vary depending on your financial institution

Consumer Rights

Nothing in this policy limits or replaces your rights under the Consumer Protection Act, 68 of 2008 (South Africa). If your product is defective, unsafe, or does not meet acceptable quality standards, you may be entitled to additional remedies as provided by law.

Contact Us

If you have any questions regarding returns or refunds, please contact us.

Pets and You

Email: info@petsandyou.co.za

Website: www.petsandyou.co.za

We aim to respond to all enquiries within one business day.

Thank you for shopping with Pets and You. We're committed to providing quality products and exceptional service for every pet and every pet owner.