Refund policy

Last updated: 6 November 2026

This policy explains how returns, refunds and faulty items work for orders placed on southernpets.co.za. It follows the Electronic Communications and Transactions Act (ECTA) and the Consumer Protection Act (CPA). Nothing in this policy takes away any right you have under those Acts.

Proof of purchase

All returns, refunds and fault claims need proof of purchase: your order number, order confirmation email or invoice.

Changed your mind? 7-day cooling-off period

If you bought online for your own use, you may cancel your order and return the item within 7 days of receiving it, without giving a reason (ECTA section 44).

  • Email us within the 7 days with your order number and the item you are returning.
  • The item must be unused, unwashed and not worn by a pet, in its original packaging with all tags and parts, and in a condition we can resell.
  • You pay the direct cost of sending the item back to us. Please pack it well and use a tracked courier; we can only refund once the item reaches us.
  • If you cancel your whole order, we refund everything you paid, including the delivery fee. If you return only some items, we refund those items and the delivery fee is not refunded.

Not returnable for change of mind (these are still covered if they are faulty):

  • Shampoos, conditioners, sprays, ear and eye drops, toothpaste, paw balm and other grooming or health-care products once the seal has been opened
  • Cat litter, puppy pads, poop bags, wipes and other hygiene products once the packaging has been opened
  • Collars, harnesses, leashes, beds, blankets, toys, brushes and bowls that have been used by a pet, for hygiene reasons
  • Items made or customised to your specifications

Faulty items: 6-month guarantee

If an item is defective, unsafe or not of good quality, you may return it within 6 months of delivery (CPA section 56). You choose a repair, a replacement or a refund. If we repair it and the same fault, or another fault, appears within 3 months, we will replace it or refund you.

  • Contact us first with your order number, a short description of the fault, and photos or a video.
  • We arrange and pay for the return of a faulty item.
  • We check every returned item. If we find the problem was not a manufacturing fault, we will explain why. You can then have the item sent back to you at your cost.

The guarantee does not cover damage caused by:

  • not following the product instructions, the wrong size being chosen, or misuse;
  • chewing, scratching or rough play by a pet (toys, beds, scratchers and leashes are not indestructible);
  • alterations or repairs not done by us;
  • normal wear and tear from everyday use.

Some products carry a longer manufacturer warranty. Where one applies, we will help you with the claim after the first 6 months.

Damaged in transit or wrong item sent

Please check your parcel when it arrives and let us know as soon as possible, ideally within 48 hours, with photos of the item and packaging. If an item arrives damaged or we sent the wrong item, we will replace it or refund you, and we cover the courier costs.

How to return an item

  1. Email info@southernpets.co.za or call 012 327 1301 with your order number, the item, and the reason for the return.
  2. We will confirm the return and send you instructions. Please contact us before sending anything, so we can match your parcel to your order.
  3. Send the item, with your order number inside the parcel, to:
    Southern Pet Traders
    Cnr Sunbeam and Barolong Street
    Icon Industrial Park, Sunderland Ridge
    Centurion, 0157

Refunds

Refunds go back to your original payment method. For a cooling-off cancellation, we refund you within 30 days of the date you cancelled, and usually much sooner once the item reaches us and has been checked. Your bank or payment provider may take a few extra days to show the refund.

Exchanges

If you need a different size or colour, let us know. We will swap it and either refund or charge the price difference, subject to stock. Size swaps on collars and harnesses are welcome as long as the item has not been worn outdoors and still has its tags.

Business and trade orders

The 7-day cooling-off right applies to individuals buying for their own use. If you are buying for a business or for resale, please contact us to arrange any return.

Questions

Email info@southernpets.co.za or call 012 327 1301 and we will help.