If you have received your order from us and are not entirely satisfied please get in touch so we can rectify.

  • Simply contact us and we will get the process rolling
  • We will exchange items that are in the same condition that we gave them to you
  • Refunds will be issued if we do not have stock or can not replace the product

Exchanges and Refunds

In the event that the purchased product is deemed faulty, you are obliged within 14 calendar days from date of delivery to notify My Pet Mart of the deemed fault or complaint and every effort will be made to either repair the item or replace the item with another similar item.

The following conditions must be met in order to qualify for an exchange or refund on defective Goods:

  •   Goods must indeed be defective

  •   Goods must be returned in their original packaging with all contents supplied

  •   Goods must be unused and returned in the same condition you received it

  •   Valid receipt or proof of purchase must be supplied

    Once the item has been received we will assess the condition of the item and ensure all the above conditions are met.

    For orders placed incorrectly or for unwanted goods (your right to return), all Goods must be returned by the Customer to My Pet Mart in their original condition and packaging. To qualify for an exchange or refund in this instance the following conditions must be met:

  •   The Customer must inform My Pet Mart in writing within 14 days of delivery of Goods of intent to return unwanted Goods

  •   Goods must be returned in their original packaging with all contents supplied

  •   Goods must be unused and returned in the same condition you received it

  •   Valid receipt or proof of purchase must be supplied

    All costs associated with returning the item are for the sole responsibility of the customer and My Pet Mart will not be held liable for any such costs. 

    My Pet Mart shall have no liability or obligation to the customer in respect of any Goods which have been subjected to abuse, improper use, misuse, negligence, accident, alteration or tampering at the hands of the customer and the customer hereby indemnifies My Pet Mart accordingly.  

    If the item is defective you will be given the option of exchanging the item or a refund. In this event, a refund for delivery costs incurred to return the item will be entertained up to a maximum of R 150 only in the event that the Goods were found defective.  

    If no defect or fault is found then the product will be shipped back to your nominated delivery address at your own cost.

    Exchange

    For approved exchanges, a replacement item of the same product will be shipped free of charge. If in the event that we do not have stock of the same item, you may select another item of the same price or more. If the replacement item is more expensive then you will be invoiced for the difference.

    Refund

    For approved refunds, the original amount paid less non-refundable delivery charges will be paid into your nominated bank account. Proof of payment will be emailed within 48 hours of approval of refund. Refunds are cleared for approval within 5 days of the Goods being returned to and received by My Pet Mart.

    Disclaimer

    In no event shall liability exceed the purchase price of the item. My Pet Mart, its personnel, the manufacturer or its distributors shall not be held liable for any direct, incidental, indirect, consequential, punitive or exemplary damages or any loss whatsoever arising from any breach of this policy or otherwise.

    For returns or exchanges please email info@mypetmart.co.za or contact us via our website www.mypetmart.co.za