1<!doctype html> 2<html class="no-js" lang="en"> 3 4<head> 5 <meta name="description" content="Everything you need to know about our returns policy BEFORE you purchase that pet product youâve had your eye on, but not quite 100% sure about."> 6 <meta name="keywords" content=""> 7 <style> 8 .info-close { 9 position: absolute; 10 right: 30px; 11 left: auto; 12 cursor: pointer; 13 top: 0; 14 padding-top: 5px; 15 bottom: 0; 16 margin: auto; 17 height: 50%; 18 } 19 20 #infoBar small.message { 21 line-height: 1rem; 22 display: inherit; 23 } 24 25 .refer-button { 26 position: fixed; 27 top: 50%; 28 padding: 4px; 29 text-decoration: none; 30 background: #3a5c5c; 31 color: #fff; 32 font-size: 15px; 33 font-weight: normal; 34 border-radius: 0 0 6px 6px; 35 z-index: 10000001; 36 transform: rotate(-90deg); 37 -ms-transform: rotate(-90deg); 38 /*-webkit-transform: rotate(-90deg);*/ 39 transform-origin: left top 0; 40 /*-ms-transform-origin: left top 0;*/ 41 -webkit-transform-origin: left top 0; 42 box-shadow: 0 0 10px rgba(0, 0, 0, 0.1), 0 -1px 0 rgba(0, 0, 0, 0.08) inset, 0 -2px 0 rgba(255, 255, 255, 0.698) inset, 0 9px 29px rgba(0, 0, 0, 0.1) inset; 43 } 44 </style> 45 46 <meta charset="UTF-8"> 47 <meta name="viewport" content="width=device-width, initial-scale=1.0"> 48 <link rel="icon" type="image/x-icon" href="https://www.epetstore.co.za/img/favicon.ico"> 49 <link rel="stylesheet" 50 href="https://cdnjs.cloudflare.com/ajax/libs/font-awesome/4.7.0/css/font-awesome.min.css"> 51 <base href="https://www.epetstore.co.za/" target="_self"> 52 <meta http-equiv="X-UA-Compatible" content="IE=edge"> 53 <meta name="referrer" content="strict-origin-when-cross-origin"> 54 55 56 <meta name="csrf-token" content="eF2h8B1SCMI1UzBSkWBF8AcQInZFtMK9aeEoIeN9"> 57 58 <title>Letâs Talk Returns | ePETstore</title> 59 60 <!-- Klaviyo Script --> 61
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554<!-- End Google Tag Manager (noscript) --> 555 556 557 558<div id="app" data-logo-url="https://www.epetstore.co.za/svg/epet-logo.svg" 559 class="theme-epet md:flex-1 font-body "> 560 <div class="max-full mx-auto relative"> 561 562 563 <nav class="max-w-screen-xl mx-auto"> 564 <div class="w-full mx-auto lg:px-8"> 565 <div class="relative flex items-center justify-around md:justify-between h-16"> 566 <div class="flex items-center px-0"> 567 <a href="/"> 568 <div class="flex-shrink-0"> 569 <img class="pl-2 md:pl-0 w-52 md:w-64" 570 src="https://www.epetstore.co.za/svg/epet-logo.svg" 571 alt="ePETstore Logo"/> 572 </div> 573 </a> 574 575 <div class="hidden lg:block ml-2"> 576 <div class="flex"> 577 <a href="https://www.epetstore.co.za/delivery" class="top-menu-link"> 578 Delivery 579 </a> 580 <a href="https://www.epetstore.co.za/delivery-returns-policy" class="top-menu-link"> 581 Returns 582 </a> 583 <a href="https://www.epetstore.co.za/contact-us" class="top-menu-link"> 584 Contact 585 </a> 586 <a href="https://www.epetstore.co.za/gifting" class="top-menu-link"> 587 Gift Voucher 588 </a> 589 </div> 590 </div> 591 </div> 592 593 <div class="hidden md:flex items-center"> 594 <div class="flex justify-center px-2 lg:ml-2 lg:justify-end "> 595 <search></search> 596 </div> 597 <div class="flex justify-center px-2 lg:ml-2 lg:justify-end "> 598 <cart-dropdown :token="'eF2h8B1SCMI1UzBSkWBF8AcQInZFtMK9aeEoIeN9'" :product_count="10"></cart-dropdown> 599 </div> 600 601 <div class="flex justify-center px-2 lg:ml-2 lg:justify-end z-30"> 602 <user-access-dropdown 603 :outlet_application_setting="0"></user-access-dropdown> 604 </div> 605 </div> 606 </div> 607 </div> 608 </nav> 609 610 611 612 <mega-menu representative="" 613 token="eF2h8B1SCMI1UzBSkWBF8AcQInZFtMK9aeEoIeN9"></mega-menu> 614 615 <breadcrumbs :breadcrumbs="[{"title":"Home","url_link":"https:\/\/www.epetstore.co.za"},{"title":"Delivery Returns Policy","url_link":"https:\/\/www.epetstore.co.za\/delivery-returns-policy"}]"></breadcrumbs> 616 </div> 617 <div class="max-w-screen-xl mx-auto"> 618 619 <header class="mx-auto p-4"> 620 <div class="mb-4 w-full relative block"> 621 <h1 class="text-3xl py-6 mt-5 leading-9 font-header font-medium text-header-text tracking-tight text-center sm:text-4xl">Returns Policy</h1> 622 </div> 623 <hr> 624 </header> 625 626 <section class="document-styles"> 627 <div class="flex flex-wrap md:flex-no-wrap space-x-0 md:space-x-6 mb-8"> 628 <div class="mb-4 p-4 w-full relative block"> 629 <h2>Returns Policy's</h2> 630 631<p> </p> 632 633<p>ePETstore, sells premium pet products online. The use of any product bought from this website is at the purchaser's risk. The purchaser/ user indemnifies and holds ePET (Pty) Ltd harmless against any loss, injury or damages which may be sustained as a result of using the products sold on the ePETstore.co.za website</p> 634 635<p> </p> 636 637<p>1. How do I log a return?</p> 638 639<p>All you need to do is go to your order history, and select the order that has the item you would like to return:</p> 640 641<p>1. Select “view order”</p> 642 643<p style="margin-left:80px">2. Select the items in the check box that you would like to be returned</p> 644 645<p style="margin-left:80px">3. Select “return these products”</p> 646 647<p style="margin-left:80px">4. Complete the required info an voila. Your return has been logged</p> 648 649<p style="margin-left:80px"> </p> 650 651<p>Our customer care team will then be in touch (remember once logged, this can be viewed under your product returns history)</p> 652 653<p> </p> 654 655<p>2. Non-defective products (your right to return)</p> 656 657<p>Save for certain exceptional cases (including free products or gifts received during a promotion, on special, advertised on the site or any products that have passed the expiry date), you are entitled to return any purchase concluded on ePETstore within 14 days of the product(s) being delivered. In order to obtain a purchase price refund, the product(s) being returned must be sent back to ePETstore in accordance with the return procedure set out in clause 4 below.</p> 658 659<p>Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s) original packaging and do not open the product.</p> 660 661<p>If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging or use the product at all. Please promptly contact the ePETstore Call Centre on 010 300 7908 or email [email protected] to notify ePETstore so that we can resolve the mistake by arranging to collect the incorrect product and deliver the correct product to you as quickly as possible.</p> 662 663<p> </p> 664 665<p>3. Defective products</p> 666 667<p>General warranty:</p> 668 669<p>If within 6 months after delivery of a product to you:</p> 670 671<p>You find that the product is defective/faulty, unsuitable for the purpose generally intended (or otherwise expressly indicated by ePETstore at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) (“defective”); and – you arrange to return such product to ePETstore for inspection in accordance with the returns procedure in clause 7 below, and the product is subsequently found to indeed be defective, you are entitled to either – (a) be fully refunded, or (b) have the product repaired or replaced at ePETstore's expense (the decision between repairing or replacing being that of ePETstore depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ On Special products will usually only be able to be repaired).</p> 672 673<p>If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to ePETstore and then redelivered to you.</p> 674 675<p> </p> 676 677<p>When is a product defective?</p> 678 679<p>Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.</p> 680 681<p> </p> 682 683<p>Supplier’s guarantee:</p> 684 685<p>Certain products may come with a supplier’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.</p> 686 687<p> </p> 688 689<p>4. Exclusions</p> 690 691<p>You may not under any circumstances return the following:</p> 692 693<p>Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by ePETstore</p> 694 695<p> </p> 696 697<p>Refund</p> 698 699<p>Within 10 business days of the turned item having been cleared by ePETstore quality, the money will be refunded back in the form of payment used for the original order (either EFT or Credit Card), unless specified that a store credit or a swop out is preferred (in the Returns form).</p> 700 701<p> </p> 702 703<p>5. Processing of credits and refunds</p> 704 705<p>Where your ePETstore account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Please note that if you’ve requested a refund as a credit on your profile it is considered a final decision and cannot be changed to another credit option later.</p> 706 707<p>If you bought a sale item and want to return the item, the reduced price will be paid back to you and n
707ot the full price.</p> 708 709<p>If you want to return an item that you paid the full amount for but is now on sale, you have the option of receiving the refund back in a full amount as credit on your profile or in the form of cash in your account.</p> 710 711<p>If you redeemed a voucher against your purchase, and wish to return the item(s) from that purchase, the rand value paid for the item(s) being returned will either be refunded or credited to your account. The value of the voucher that was redeemed will not be refunded to you, or credited to your account. Rather, ePETstore will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.</p> 712 713<p> </p> 714 715<p>6. Fraud Prevention</p> 716 717<p>ePETstore reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. ePETstore will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.</p> 718 719<p>ePETstore undertakes that it has taken all reasonable precautions to secure the credit card processing that is carried out to receive payment for goods sold. ePETstore cannot be held responsible for security breaches occurring on the users electronic device (Personal Computer or other electronic device used to browse the Website), which may result due to the lack of adequate virus protection software or spyware that the User may inadvertently have installed on his/her device.</p> 720 </div> 721 </div> 722 </section> 723 724 <footer-component 725 isloggedin="false" 726 csrf="eF2h8B1SCMI1UzBSkWBF8AcQInZFtMK9aeEoIeN9" 727 :app_name="'ePETstore'"> 728 </footer-component> 729 730 <popup-component csrf="eF2h8B1SCMI1UzBSkWBF8AcQInZFtMK9aeEoIeN9"></popup-component> 731 732 <log-rocket-customer-component 733 :logged="false" 734 customer_id="" 735 customer_name="" 736 customer_email="" 737 utm_content="" 738 ></log-rocket-customer-component> 739 </div> 740</div> 741</body> 742 743
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