Refund policy

Refund Policy:

GOODWILL/CHANGE OF MIND EXCHANGES 

Pet Box will gladly exchange most items (see exclusions below) provided that the item is:

  • Still sealed and in the original packaging
  • Clean and not used or damaged in any way (including the packaging)
  • Returned to Pet Box within 7 working days of purchase
  • Accompanied by the Proof of Purchase

The Customer must inform Pet Box of their intention to return the item/s and provide Pet Box with the Courier tracking number. 

Pet Box will under no circumstances exchange the following due to Health & Safety reasons:

  • Foods
  • Medicine
  • Supplements
  • Any Consumable/Perishable items

The courier fee for Change of Mind / Goodwill exchanges will be for the Customer’s account.

 

REFUNDS

Pet Box will only refund DEFECTIVE goods. 

Non-Consumable/Perishable Defective Goods: 

  • Non-Consumable/Perishable defective goods must be returned no later than 7 days after the expiration date of the warranty or as soon as the defect is noticed within the warranty period.
  • The item/s must be accompanied by the proof of purchase.
  • The item will be sent to the manufacturer or supplier to undergo the necessary tests to establish the defect.
  • Depending on the outcome, Pet Box will then offer the customer either a refund, repair, or exchange.
  • To qualify for a REFUND, the defect must be a material/significant defect that renders the goods less useful, and not caused by the consumer, neglect, natural or weather-related occurrences. 

 

Consumable Or Perishable Goods:

  • Pet Box will only accept the return of defective consumable/perishable goods within 7 days of purchase.
  • The goods must still be in, or accompanied by the original packaging, for the supplier to be able to trace the batch number.
  • The original bag/packet/container must at least be three-quarters full.
  • The customer will have a choice between a refund/exchange once the defect has been established by the manufacturer or supplier.
  • To qualify for a REFUND, the defect must be a material/significant defect that renders the goods less useful, and not caused by the consumer, neglect, natural or weather-related occurrences. 

 

Delayed delivery does not constitute grounds for a refund.

The Courier fee for all online returns will be for the Customer’s account.

If a product is found to be defective the Courier Fee will be refunded to the Customer.

All Refunds will be done via EFT.