Terms of service

TERMS OF SERVICE

POOT EN PELS
Last updated: 26 October 2026

1. ABOUT US

Poot en Pels is operated by ANCHORLINE INVESTMENTS (Pty) Ltd, a private company registered in South Africa under registration number 2025/977460/07.

In these Terms, “Poot en Pels”, “we”, “us” and “our” refer to ANCHORLINE INVESTMENTS (Pty) Ltd. “You” and “your” refer to anyone using our website or purchasing from us.

Website: https://www.pootenpels.co.za

Please use the contact form on our website for customer enquiries, order assistance, returns, refunds and complaints.

1. APPLICATION OF THESE TERMS

These Terms govern your use of our website and purchases from our store. Please read them together with our Return and Refund Policy, Shipping Policy and Privacy Policy before placing an order.

By placing an order, you agree to the terms presented to you at checkout.

Nothing in these Terms excludes, restricts or overrides rights provided by applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Where any provision conflicts with a mandatory legal requirement, that legal requirement applies.

You may save or print these Terms for your records.

1. ELIGIBILITY AND CUSTOMER INFORMATION

To place an order, you must be at least 18 years old or have the assistance or consent required by law to enter into a binding agreement.

You agree to provide accurate and complete billing, delivery and contact information. Please review your order carefully before submitting it and notify us promptly through the contact form if any details are incorrect.

If you create an account, you are responsible for keeping your login details secure and notifying us of suspected unauthorised use.

1. PRODUCTS AND DESCRIPTIONS

We sell pet-related products and accessories. The applicable product page describes the item, its main features, size, colour, intended use and any included accessories.

Please check these details before ordering, including whether the product is suitable for your pet’s size, behaviour and needs.

Colours may appear slightly different depending on your screen settings and lighting. Lifestyle images may include props or other items that are not included unless expressly stated.

These variations do not permit us to supply goods that materially differ from their description. Products must meet applicable legal standards and any express claims made in their descriptions.

1. ORDERS AND ACCEPTANCE

Placing an order constitutes an offer to purchase the selected products under the terms shown at checkout.

An automated order acknowledgement confirms that we have received your order. Unless we expressly confirm acceptance earlier, we accept your order when we dispatch the goods and issue a dispatch confirmation.

Before acceptance, we may decline an order for a lawful and reasonable reason, including unavailable stock, unsuccessful payment, suspected fraud or a delivery address outside our service area.

If we cannot fulfil an order for which payment has been received, we will notify you and refund the amount paid for the unfulfilled goods and any associated delivery charges that are no longer applicable. Refunds will be made within the period required by law.

We will not substitute a materially different product without your agreement. Our order acceptance process does not remove any statutory rights that apply before dispatch.

1. PRICES AND PAYMENT

Prices are displayed in South African rand (ZAR).

The total payable, including applicable taxes, delivery charges and any other compulsory charges, will be disclosed before you complete your purchase.

Payment methods available for your order are displayed at checkout. You must be authorised to use the selected payment method.

Prices may change for future purchases. Changes do not retrospectively alter an accepted order.

If we identify an obvious pricing or listing error, we will notify you and resolve it in accordance with applicable law. We will not charge a higher amount without your consent. Where cancellation is legally permitted and the order is cancelled, any payment received will be refunded.

1. PROMOTIONS AND BUNDLE OFFERS

Discounts, promotional codes and bundle offers are subject to the conditions displayed with the relevant offer.

Unless expressly stated, offers cannot be combined or applied retrospectively to completed purchases.

If part of a discounted bundle is returned, the refund will ordinarily reflect the amount actually paid for the returned item, including its allocated discount. Any different calculation must be disclosed before purchase and comply with applicable law.

Promotional conditions do not restrict statutory rights relating to defective goods or lawful cancellations.

1. DELIVERY

Our standard estimated delivery timeframe is 8–11 business days from payment confirmation, unless a different timeframe is clearly disclosed and agreed before purchase.

Business days exclude Saturdays, Sundays and South African public holidays.

Delivery times can be affected by circumstances such as courier disruption, severe weather or customs processing where relevant. If we become aware of a material delay, we will notify you and explain the available options.

An estimated delivery timeframe does not remove your legal rights concerning late delivery, non-delivery or cancellation.

Please provide a complete delivery address and ensure that someone is available to receive the parcel. If an incorrect address or a missed delivery attributable to you results in reasonable additional delivery costs, we will explain those costs and obtain your agreement before arranging a chargeable redelivery.

We remain responsible for the goods during delivery to the extent required by law. Handing a parcel to our courier does not, by itself, transfer all delivery risk to you.

If a parcel is missing, damaged or contains incorrect items, contact us through the website contact form as soon as reasonably possible.

1. ORDER CHANGES AND CANCELLATIONS

To request an order change or cancellation, use the contact form promptly and include your order number.

We will try to accommodate changes before dispatch, but cannot guarantee that an order can be altered once processing or shipping has progressed.

If dispatch has already occurred, applicable cancellation and return rights remain available. No administrative process or requirement for prior approval removes a cancellation right granted by law.

1. RETURNS, REFUNDS AND STATUTORY RIGHTS

Our Return and Refund Policy explains the return process. Please initiate return and refund requests through our website contact form and provide your order number, a description of the issue and, where useful, supporting photographs.

Where the statutory cooling-off right under ECTA applies, you may cancel an online purchase without giving a reason and without penalty within seven days after receiving the goods. Only the direct cost of returning the goods may be charged under that right, and payments must be refunded within 30 days of cancellation. Statutory exceptions apply.

Where goods fail to meet the applicable quality standards under the Consumer Protection Act within six months after delivery, you may return them without penalty and at our risk and expense, and choose a repair, replacement or refund, as provided by law.

Damage caused by misuse, inappropriate cleaning, unauthorised alteration or use contrary to instructions is not automatically a product defect. However, we will consider the actual cause of the problem and your statutory rights before determining a claim.

A request for photographs, inspection or proof of purchase must be reasonable and must not be used to obstruct a valid claim. Original packaging is helpful but is not an absolute requirement for a statutory defective-goods claim.

We will provide appropriate return instructions. Please do not send items to an address printed on supplier packaging without checking with us, as it may not be the correct return destination.

1. PET SAFETY AND APPROPRIATE USE

Choose products appropriate for your pet’s size, age, strength and behaviour, and follow all product instructions and warnings.

Supervise your pet during play. Inspect toys and accessories regularly and stop using them if they become damaged, expose internal components or present a choking or ingestion risk.

Unless expressly described otherwise, toys are not indestructible and should not be treated as suitable for unrestricted chewing.

For rechargeable or electronic products, follow the supplied charging instructions. Keep damaged batteries, exposed wiring and loose components away from pets and children. Do not immerse electronic products in water unless the product instructions specifically permit it.

Furniture protectors must be fitted, used and cleaned according to their care instructions. Protection claims apply to the conditions and uses described on the product page; they do not imply protection against every possible form of damage.

These precautions do not exclude our responsibility for defective or unsafe products, misleading descriptions or inadequate instructions where the law imposes that responsibility.

1. ACCEPTABLE WEBSITE USE

You may not use our website to:

• Commit fraud or carry out unlawful activity.
• Submit false payment details or impersonate another person.
• Introduce malicious software or attempt unauthorised access.
• Interfere with the website’s security or operation.
• Infringe intellectual property rights.
• Send threats, harassment or unlawful content.

We may restrict access where reasonably necessary to address misuse or protect the website and its users. This does not cancel legitimate refund obligations or other existing consumer rights.

1. INTELLECTUAL PROPERTY

Website content, including our branding, original text, designs and images, belongs to Poot en Pels or its respective licensors, unless otherwise indicated.

You may view the website for personal shopping purposes and save information needed for your purchase records. You may not reproduce or commercially exploit protected content without permission, except where the law allows it.

1. REVIEWS AND CUSTOMER CONTENT

Reviews and other submissions must reflect genuine experiences and must not be misleading, unlawful, abusive or infringe another person’s rights.

If you submit a review for publication, you permit us to display it and make minor formatting changes without altering its meaning. Any use of personal information remains subject to our Privacy Policy and applicable law.

We may moderate content that violates these requirements. We will not alter reviews to misrepresent a customer’s experience.

1. PRIVACY AND THIRD-PARTY SERVICES

Our Privacy Policy explains how personal information is collected, used, shared and protected.

We use service providers to support store operations, including hosting, payment processing and delivery. Their involvement does not remove our obligations as the seller.

Links to external websites may be provided for convenience. We do not control their content or practices, and you should review their terms before using them.

1. LIABILITY

We are responsible for our products and services to the extent required by applicable law.

We do not guarantee that the website will always be available or free of technical interruptions. We will take reasonable steps to address problems brought to our attention.

To the extent legally permitted, we are not responsible for loss caused solely by your misuse of a product or failure to follow reasonable, adequately disclosed instructions.

Nothing in these Terms excludes or limits liability for fraud, gross negligence, liability for unsafe or defective products under applicable law, or any other liability that cannot lawfully be excluded or limited.

1. EVENTS OUTSIDE OUR REASONABLE CONTROL

Events outside our reasonable control may affect performance, including natural disasters, industrial action, transport disruption or infrastructure failures.

Where such an event affects your order, we will take reasonable steps to minimise the impact and communicate material changes.

This clause does not allow us to retain payment indefinitely for undelivered goods or remove any statutory cancellation or refund rights.

1. COMPLAINTS AND DISPUTES

Please submit complaints through our website contact form, including your order number where applicable, the nature of the complaint and the outcome you are seeking.

We will consider the complaint and seek a fair resolution.

Using our contact form is the standard customer-service process. It does not prevent you from exercising legal rights, delivering a legally valid notice by another lawful method, approaching an appropriate ombud or regulator, or seeking relief from a court with jurisdiction.

These Terms are governed by South African law.

1. CHANGES TO THESE TERMS

We may update these Terms from time to time. The revised version will show an updated date and apply to future transactions.

The version applicable when you placed your order will continue to govern that order unless a change is required by law or you expressly agree otherwise.

1. SEVERABILITY

If a provision is found to be unlawful or unenforceable, it will apply only to the extent permitted by law or be severed where appropriate. The remaining provisions will continue to apply.

1. CONTACT US

For order enquiries, product questions, returns, refunds and complaints, please use the contact form available on the Poot en Pels website:

https://www.pootenpels.co.za

Operated by ANCHORLINE INVESTMENTS (Pty) Ltd
Private company registered in South Africa
Registration number: 2025/977460/07