Returns & Refunds policy

It is important to us that you have peace of mind in choosing the right product(s) for you. If for some reason your purchase isn’t the right fit for your desires, we’d like to help remedy that. We’ve created our return policies and procedures to ensure that our customers receive quality pet products in a simple, discreet, and stress-free manner.

I don’t like what I bought, how do I do an exchange?

Please contact us immediately to let us know! Contact Us

Pet Luxury follows strict guidelines set by the Electronic Communications and Transactions Act (ECT Act) for factory defaults and online sales. This Act has its own provisions for consumer protection, which may take precedence over the Consumer Protection Act (CPA). However, if the ECT Act applies to the transaction, consumers still have the right to return the goods within seven days of delivery for any reason, without penalty, but they are responsible for the costs of returning the merchandise. Pet Luxury also adheres to all other consumer protection laws, including those outlined in the ECT Act and the Consumer Protection Act. These laws directly impact our store and are actively implemented. Additionally, we prioritize privacy and personal information protection, in accordance with relevant provisions in the ECT Act. The ECT Act has since been replaced by the Protection of Personal Information Act (POPI), which was enacted in November 2013. Pet Luxury fully complies with the POPI act to ensure the utmost protection for our customers’ personal information.

At Pet Luxury, we take our clients’ privacy and protection of personal information seriously. As such, we follow the guidelines and regulations set forth by the POPI act to ensure that all personal data is processed lawfully and in a manner that respects privacy.

This means that we only use the information provided by our clients for a specific purpose, such as delivering their purchased items to their specified shipping address. We also ensure that the data we collect is adequate and relevant, and not used excessively for any purpose other than what it was intended for. As per POPIA requirements, we obtain proper consent from our clients before processing their personal information. In the event of an exchange within 7 days of purchase, we only allow exchanges for items of equal value and do not issue cash refunds.

Our security measures also require that all exchanges be shipped back to us in their original packaging to ensure the quality of our products. We adhere to standard shipping fees for all exchanges made within 7 days of purchase. Overall, at Pet Luxury, we prioritize the protection and lawful processing of our clients’ personal information, as mandated by the POPI act.

What types of products are not eligible for exchange?

We will not accept loose products in a mailing bag or box, products without their original packaging, used products and products that has been opened. In terms of section 20(3)(a) of the CPA, the consumer has no right of return if, for reasons of public health, a public regulation prohibits the return of those goods.

For the health, safety and peace of mind of our customers – and because of the nature of the products we sell – refunds or exchanges are only applicable if there is a defect in the product. Please inspect products / pet items and do not use them within three days of arrival. There are no returns or exchanges on used items.

Please see the Consumer Protection Act (CPA) with reference to Section 20 “Consumer’s right to return goods”

Please note: Once these products leave the warehouse, they are considered used and therefore cannot be returned.

We do not have pre-paid shipping labels for the return of your defective item. Please ship with the cheapest and easiest method for you.

Break damage and water damage is not covered with this warranty. The products and parts are to be properly maintained in accordance with the recommended maintenance procedure and have not been subjected to any misuse, unauthorized repair, replacement, modification or alteration to be conditionally accepted or accepted for warranty.

I want a refund, what is your policy on that?
Please understand that the types of products we sell are very personal. We simply will not take the risk of restocking anything sent back to us. Because of this, we do not offer refunds for any reason. We do offer exchanges within 3 days of your order date, so you are not stuck with product(s) you do not want. Just make sure you have the original packaging, and the item was not opened or used.

Once again, when any product leaves our warehouse is considered used (because of the intimate nature of the products), we will not restock it in our warehouse to be re-sold. We don’t take any chances with cleaning or resale, everything sent back to us is safely disposed of.

We do provide exchanges for products within 3 days of the purchase date. You may choose another item from our online store of the same price for an exchange, as long as you ship the item back to us in the original product packaging. Do not open or use it.

Due to the nature of our intimate items after 3 days of the purchase date, the option for exchange is no longer available for both hygiene and security reasons.

What do you do with the product I sent back for an exchange?

At our company, we take great care in how we handle returned products for an exchange. Each and every item that is sent back to us is treated with caution and care. We have a strict policy of not restocking any exchanged product in our warehouse, as we want to ensure the safety and satisfaction of our customers and their furry companions. This means that once a product leaves our warehouse, it will never be re-sold. We understand the importance of cleanliness and do not take any chances with cleaning or reselling returned items.

Our priority is to provide our customers with high-quality products and exceptional service, and this extends to how we handle exchanges. Rest assured that any product sent back to us will be properly disposed of, ensuring the safety and satisfaction of all parties involved. Thank you for your trust in our company and we look forward to continuing to serve you with the utmost care and diligence.

I have not received a product that I ordered?

If you have any complaints or issues with your order, please do not hesitate to contact us and complete a complaint document. We take customer satisfaction very seriously and want to ensure that all concerns are addressed and resolved promptly. In the event that the item you ordered was not sent due to neglect or being sold out, we will offer a full store credit refund. Please understand that for security reasons, we do not provide cash refunds, reversals on cards or bank payments. Our top priority is your pets safety and quality of the products we offer to our furry clients.

We carefully select and screen all suppliers, manufacturers, and products to ensure that we are importing trustworthy and high-quality items. Our dedication to finding the best choices in pet products and accessories is evident in our rigorous evaluation process, which includes product assessment, on-site inspections, and quality quantitative assessment. We utilize our prime resources to thoroughly investigate international suppliers and their selection criteria to maintain the highest standards for our customers.

Other requirements for manufactures and suppliers include – but are not limited to -the registration of establishment; the listing of products; manufacturing in accordance with the quality system regulations; and reporting of adverse events where applicable. The purpose of supplier evaluation is to ensure our portfolio incorporates only the best in class products available for use globally; this ensures that our clients receive the best value for money.
Our manufacturers are ask to do after production: Pre-Shipment Inspections (PSI) and At Time of Container Loading: Loading Inspections (LI).

The checks are performed to help verify whether the products meet your quality requirements, are in compliance with regulations, and meet any relevant product safety standards.

In order to meet your standards, we conduct quality control checks before shipping goods in South Africa.

Our goal, as stated in our Mission Statement, is to discreetly and professionally deliver high-quality pet products to our customers. We not only offer pet education and quality products, but also provide helpful customer service. Our ultimate aim is to improve the lives of our customers’ pets, one package at a time. Our Return Policy ensures that you receive the best from Pet Luxury Shop, even if your initial delivery falls short of expectations. For any inquiries about our Return Policy, please don’t hesitate to contact us. Please allow a processing time of 2 to 3 weeks.

If the parcel is packed / or processed / or in our warehouse you can return the products for a store credit voucher. We will charge a 15% handling fee or a minimum of R149 whichever is greater.

If the parcel was dispatched with a third party to be delivered but the bag was not opened, and you want to return it, we will charge you a handling fee as above and shipping money’s is non-refundable.

The warranty set forth above is in lieu of all other warranties, express or implied, including but not limited to any implied warranty of merchantability or fitness for a particular purpose. In no event shall Pet Luxury be liable for any incidental or consequential damages with respect to the product s delivered here under or subsequent use thereof.

Pet Luxury’s reserves the right to change our policies at any time, with or without notice due to health and safety measures– and because of the intimate nature of our products.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:
The goods were purchased in the last 7 days. The goods are in the original packaging.

The following goods cannot be returned:

The supply of goods made to your specifications or clearly personalized.
The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.

The supply of goods which are not suitable for return due to pet health protection or pet hygiene reasons and were unsealed after delivery.

The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods:
You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:

Head Office Of Pet Luxury: to contact us for your closest return shop.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Gifts:

If you have received a product that was marked as a gift when purchased and was shipped directly to you, you can return it and receive a gift credit for the value of the item. Once we receive the returned product, we will then mail you a gift certificate.

However, if the goods were not marked as a gift at the time of purchase or if the gift giver had the order shipped to themselves to give it to you at a later time, any refund will be sent to the gift giver. If you have any further inquiries about our Returns and Refunds Policy, please do not hesitate to contact Pet Luxury.

Our team is always available to assist and answer any questions you may have about your return or refund. We want to ensure that our customers are satisfied with their purchases and we strive to make the return process as smooth and easy as possible.

Our goal is to provide exceptional customer service and we are happy to help in any way we can. Feel free to reach out to us with any concerns or inquiries.

Contact Pet Luxury
If you have any questions about our Returns and Refunds Policy, please contact us: Click Here