Refund and Returns Policy

Cooling off period

Section 44 of the South African Electronic Communications and Transactions Act No 25 of 2002, may apply when doing business with us.

Should you qualify as a consumer under the ECT Act, you may be entitled to cancel certain purchases within 7 days, without reason or any penalty being imposed.

If you are not entirely satisfied with your purchase, you may return the purchased goods within 7 (seven) days after date of delivery for a different purchase, voucher or refund of the purchase price.

Upon receipt of the return we will inspect the merchandise and determine if it is in its original, unused and unopened condition or in the case of a pet may request a veterinary inspection.

Should you opt for a refund such transaction will be processed within 14 days from the the date of receiving the returned goods or pet.

Section 44 of the ECT only apply to consumers or natural persons, in other words not companies or registered organisations.

To qualify your payment must have been an electronic transaction via our website or an EFT into our bank account.


Our refund and returns policy on non animal goods lasts 30 days. Once 30 days have passed since your purchase, we can not offer you a refund or exchange.

To complete your refund request, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Pet placement fees are non refundable
  • Shipping and courier fees are non refundable
  • Any goods not in its original condition, or damaged not due to our error.
  • Any goods that is returned beyond 30 days after delivery or pets beyond 7 days of delivery

Upon acceptance, we will send you an email to notify you that we have received your returned purchase.

We will also notify you of the approval or rejection of your refund request.


We will only replace products if they are proven to be defective or damaged. Or in the case of a pet – where a veterinary examination advise it is reasonable to do so. If you wish to exchange a product or pet for a different purchase, please email or phone us within 30 days of delivery.


To return a purchase, please email or phone us for the return location where the merchandise or pet should be delivered.

If you are returning an expensive item such as pet, you should consider using a trackable courier service and purchasing shipping insurance. We do not guarantee the service levels of non recommended couriers.

Warranty on Goods

Under the terms of the Consumer Protection Act of 2008 (CPA) and subject to the manufacturer’s warranties and terms and conditions, Premier Pets (Pty) Ltd hereby warrant all merchandise against any defects for six months from the time we supplied the product.

Any of our products that become defective during the statutory warranty period of six months from the time the product was supplied may be returned in order for us to arrange repair or replacement or where necessary a refund.

Defective products are those that can be demonstrated had a defect or were unsafe when we supplied them.

Warranty on Pets

All our pets are sold and delivered as inoculated, dewormed, examined and declared healthy by a veterinarian before delivery.

Should a pet be found to suffer from any morbidity or underlying condition within 7 (seven) days of delivery, you may request a replacement pet or refund.

Should the pet become ill or die after 7 (seven) days of delivery to you, any costs for healthcare and treatment will be for your account and no refund will be considered.

Non returnable Purchases

  • Damaged or expired goods.
  • Animal feed, chewable products and snacks.
  • Treatment products such as parasitic tablets and sprays.
  • Perishable goods and items subject to to public health and food safety regulations.
  • Unsuitable pets where it can be demonstrated we are neither at fault nor acted in bad faith.

Need help?

Kindly contact us for questions related to deliveries, refunds and returns.

Customer Services
Call: +27 83 272 7182
Office Hours: Monday to Friday 9am to 6pm
Weekends: Saturdays 9am to 1pm