Refund policy

Returns and Refund Policy

Criteria for Returning an Item

To be eligible for a return, the following conditions must be met:

  • The return must be logged within 7 days of the item being purchased or delivered, whichever is later.
  • Proof of purchase must be provided.
  • The item must be in a re-sellable condition, except in the case of damaged or faulty items.
  • The item must qualify as a returnable item (see Non-Returnable Items below).
  • The item must be returned in its original packaging.

Non-Returnable Items

The following items may not be returned:

  • Food or snacks, except for:
    • Hill’s, Royal Canin, and Eukanuba food items may be returned if deemed unpalatable, provided:
      • The bag is still at least two-thirds full; and
      • No food item has been returned for unpalatability within the preceding 12 months.
    • Food items that are damaged prior to receipt.
    • Food items where the expiry date precedes the delivery date.
  • Treatment products, including Tick & Flea tablets and sprays (except where the expiry date precedes the delivery date).
  • Items explicitly marked as non-returnable on the UrbanPets website.

The Returns Process

1. Contact Us

If, upon receiving your order, you are not completely satisfied with your purchase, or if we have delivered an incorrect or faulty product, please contact UrbanPets immediately.

Please contact us via email at:
support@urbanpets.co.za

2. Return the Item(s)

While we take great care in fulfilling orders, mistakes may occasionally occur.

  • If UrbanPets has delivered an incorrect, faulty, expired, or damaged item, we will arrange for collection and either replace or refund the item at no cost to you, as quickly as possible.
  • If you wish to return an item because:
    • it is unpalatable to your pet;
    • it does not fit your pet; or
    • you have changed your mind;

    you will need to arrange and cover the cost of returning the item to the address provided by UrbanPets via email after your return request has been approved.

UrbanPets reserves the right to charge a 10% administration fee should the return process incur significant administrative costs.

3. Replacement or Refund

If the return is due to an error on the part of UrbanPets, we will issue a replacement or process a refund (where applicable) as soon as the returned item has been received.

  • Refunds are typically processed within 10 working days from the date we receive the returned item.
  • You will be notified via email once the refund has been processed.
  • Proof of payment cannot be issued, as refunds are handled by a third-party payment processor.

Important Note:
Orders paid for via EFT cannot be refunded directly into a bank account due to fraud-prevention measures. In such cases, an UrbanPets store credit or online gift voucher may be issued for the refund value.

4. Repairing an Item

  • If the item is out of warranty, shipping and repair costs will apply. A minimum fee of R60 will be charged for collection and return, with final costs dependent on your location.
  • If the item is still under warranty, collection and return costs will be covered by UrbanPets.
  • Any repairs not covered under warranty will be quoted for approval, and payment will be required before repairs commence.

Returning a Purchase – Important Notice

Only items returned in their original condition and packaging will be accepted for credit or refund.

UrbanPets cannot be held liable for tracking or refunding items returned outside of the procedure outlined above.