Returns, Refunds & Delivery Policy

At Poot en Pels, we want you to understand what to expect when ordering and how to request assistance if something goes wrong.

This policy applies to purchases made through www.pootenpels.co.za and is subject to applicable South African consumer law.

1. Delivery Timeframe

Our estimated delivery timeframe is 8–11 business days after payment confirmation, including order processing.

Business days are Monday to Friday, excluding South African public holidays.

Delivery dates are estimates. Courier disruptions and other unforeseen circumstances may affect delivery. If your order has not arrived within the estimated timeframe, please use the contact form on our website so we can investigate.

A delay does not remove your legal rights. Where we fail to fulfil an order within the agreed period, you may exercise applicable cancellation rights, including cancellation on seven days’ written notice where section 46 of the Electronic Communications and Transactions Act applies.

If an ordered item becomes unavailable, we will notify you and refund payment for the unavailable item within the legally required period.

2. Delivery Details and Failed Deliveries

Please provide an accurate delivery address and a working contact number when placing your order.

If incorrect delivery details or a missed delivery result in additional courier charges, we may ask you to cover reasonable, actual redelivery costs where legally permitted. We will explain these costs before arranging redelivery.

If your parcel is lost, damaged in transit or marked as delivered but has not been received, please report this promptly through our website’s contact form. We will investigate with the courier and provide the remedy required by law.

A courier tracking status alone does not automatically close a delivery dispute.

3. Change-of-Mind Returns

For eligible online purchases, you may cancel without giving a reason or paying a cancellation penalty by submitting a request through our contact form within seven calendar days after receiving the goods, in accordance with the Electronic Communications and Transactions Act.

For these cooling-off returns:

• You are responsible for the direct cost of returning the goods.

• We do not charge a restocking or administration fee.

• Please return all supplied parts and accessories.

• Please use the original packaging where reasonably possible, or suitable protective packaging.

Handle products carefully while deciding whether to keep them. Opening packaging to reasonably inspect a product does not automatically remove your statutory rights.

We do not offer an additional change-of-mind return period beyond the applicable statutory period unless expressly stated in a specific offer. Other legal return rights remain unaffected.

4. Damaged, Incorrect or Defective Products

If your order arrives damaged or contains an incorrect item, please notify us through our contact form as soon as reasonably possible.

Reporting visible damage or an incorrect item within 48 hours of delivery helps us investigate. This is a request, not a deadline that removes your statutory rights.

Where goods fail to meet the quality standards required by the Consumer Protection Act within six months after delivery, you may return them at our risk and expense and choose a repair, replacement or refund, as provided by law.

We may reasonably inspect the goods to establish the nature and cause of the problem. An inspection will not be used to unreasonably delay or deny a valid claim.

If a repair fails, or another qualifying defect appears within three months after the repair, we will provide a replacement or refund as required by law.

Original packaging is not required for a valid statutory defective-product claim.

5. Product Care and Damage Caused by Use

A defective-product claim does not cover damage caused by misuse, neglect, accidental damage, unauthorised alterations or failure to follow supplied care instructions.

Depending on the product and circumstances, this may include:

• Chewing or scratching damage.

• Damage from unsuitable washing methods.

• Water damage to electronic components used contrary to instructions.

• Use outside the product’s stated purpose or suitability.

These circumstances do not automatically invalidate a claim. We will consider the product’s advertised purpose, instructions, expected durability and the actual cause of the damage.

A pet’s lack of interest in a toy does not, by itself, establish a product defect. Applicable cooling-off rights still apply.

6. How to Request a Return or Refund

All return and refund requests must be submitted through the contact form on www.pootenpels.co.za.

Please include:

• Your order number or other proof of purchase.

• The name of the product concerned.

• Whether you are requesting a return, refund or replacement.

• Details of the issue, where applicable.

No reason is required for an eligible cooling-off cancellation. We may request photographs or a short video during our follow-up where reasonably available and helpful.

Your request is considered received when the contact form is successfully submitted, rather than when we respond. Our response time will not affect a request submitted within the applicable legal deadline.

Please contact us before dispatching a return so we can provide the correct return address and shipping instructions. Do not send goods to an address printed on a supplier’s parcel unless we confirm it.

Our return process does not override a valid cancellation submitted within the legal deadline or otherwise limit your statutory rights.

7. Return Shipping

Package returned goods securely to help prevent damage during transport.

For customer-arranged change-of-mind returns, we recommend using a tracked delivery service and retaining proof of dispatch.

For qualifying defective, damaged or incorrect goods, we will arrange or cover reasonable return delivery costs as required by law. Please use our contact form to obtain return instructions before booking a courier.

8. Refunds

Refunds will normally be made to the original payment method. If this is not possible, we will agree on a suitable alternative.

For valid cooling-off cancellations, we will refund the full payment required by law within 30 days of cancellation. The direct cost of returning the goods remains your responsibility.

Other refunds will be processed promptly following any reasonable assessment and within applicable legal deadlines. Your bank or payment provider may require additional time to reflect the funds.

We will not require you to accept store credit instead of a refund where you are legally entitled to a refund.

Refunds for discounted products reflect the amount actually paid. For individual products purchased as part of a bundle, we will explain how the bundle discount was allocated when calculating the refund. We will not impose a penalty that conflicts with your statutory rights.

9. Sale Items and Exchanges

Sale, discounted and promotional items retain the same applicable statutory protections as full-price products.

Exchanges outside a legal entitlement are subject to our agreement and stock availability. This does not affect your right to choose a replacement where the law provides that option.

10. Order Cancellations Before Delivery

If you wish to cancel an order before delivery, submit a request through our website’s contact form as soon as possible.

We will attempt to stop processing or dispatch where possible. If your order has already been dispatched, we may need to arrange its return.

Dispatch does not remove any applicable statutory cancellation rights.

11. Your Consumer Rights

Nothing in this policy excludes, restricts or replaces your rights under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African law.

Where this policy conflicts with a mandatory legal requirement, that legal requirement applies.

Contact Us

For all returns, refunds, cancellations and delivery enquiries, please use the contact form on www.pootenpels.co.za.