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Delivery Information

DELIVERY & RETURNS POLICY

 

ePETstore, A division of Cube Route Pty LTD, sells premium pet food and healthcare online. The use of any product bought from this our website is at the purchaser's risk. The purchaser / user indemnifies and holds Cube Route Pty LTD harmless against any loss, injury or damages which may be sustained as a result of using the products sold on the epetstore.co.za.

  • DELIVERY POLICY
    ePETstore delivers free of charge within major areas in South Africa, door-to-door, depending on where you’re located.

    Major Areas*

     

    Total order over R400

    FREE

    Total order under R400

    R70

    Outlying Areas

     

    Total order over R400

    R70

    Total order under R400

    R100


    *Johannesburg, Pretoria, Cape Town, Durban, Richards Bay, Port Elizabeth, East London, Bloemfontein, Polokwane and Nelspruit

    ePetstore will deliver within 1 - 4 working days depending on where you live. 

    Should you have any queries regarding your delivery options, please call our Customer Solution Specialists on 060 639 1143 or email info@epetstore.co.za

  • LATE DELIVERY

    The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 7 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the ePETstore terms and conditions. The product(s) in question must be returned to ePETstore.co.za in their original state. Any such cancellation must be done via the ePETstore Call Centre by either calling 060 639 1143 or emailing info@epetstore.co.za. We will then refund you as per our refund policy.

  • STOCK SHORTAGES

    Should a product you have ordered be:

    Temporarily unavailable, ePetstore will notify you thereof as well as the anticipated delay in delivery and, unless you agree to wait for such longer period for delivery, or accept delivery of another product instead or a credit on your ePetstore account, ePetstore will issue a refund in respect of that product to you.

    Permanently unavailable, ePetstore will notify you and, unless you agree to accept another product instead or a credit on your ePetstore account, ePetstore will issue a refund in respect of that product to you.

    Should you have redeemed a voucher or coupon against a product that is temporarily unavailable and you do not agree to an extended delivery period, or to accept delivery of another product instead, or the product is permanently unavailable and you do not agree to accept another product instead, ePetstore will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.

  • NON-DEFECTIVE PRODUCTS (your right to return)

    Save for certain exceptional cases (including free products or gifts received during a promotion on special advertised on the site or any products that have passed the expiry date), you are entitled to return any purchase concluded on ePetstore within 14 days of the product(s) being delivered. In order to obtain a purchase price refund, the product(s) being returned must be sent back to ePetstore in accordance with the return procedure set out in clause 7 below.

    Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund as aforesaid, please retain the product(s)’ original packaging and do not open the product.

    If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging or use the product at all. Please promptly contact the ePetstore Call Centre on 060 639 1143 or email info@epetstore.co.za to notify ePetstore thereof, so that we can resolve the mistake by arranging to collect the incorrect product and deliver the correct product to you as quickly as possible.

  • DEFECTIVE PRODUCTS

    General warranty: 
    If, within 6 months after delivery of a product to you:

    You find that the product is defective/faulty, unsuitable for the purpose generally intended (or otherwise expressly indicated by ePetstore at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) (“defective”); and – you arrange to return such product to ePetstore for inspection in accordance with the returns procedure in clause 7 below, and the product is subsequently found to indeed be defective, you are entitled to either – 

    (a) be fully refunded, or (b) have the product repaired or replaced at ePetstore expense(the decision between repairing or replacing being that of ePetstore depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ On Special products will usually only be able to be repaired).

    If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to ePetstore.co.za and then redelivered to you.

    When is a product defective? Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above: faults resulting from normal wear and tear; damage arising from incorrect usage of the product. 

    Supplier’s warranty:
    Certain products may come with a supplier’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.

  • EXCLUSIONS

    You may not under any circumstances return the following:
    Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by ePetstore. 

  • RETURN PROCEDURE TO BE FOLLOWED

    • Log in to epetstore.co.za
    • Under Profile select Returns
    • Fill in return form
    • Specify the reason for the return.
    • Specify if you want to receive credit on your account or a refund.
    • For swop outs/exchanges, please call the call centre at 060 639 1143 or email us at returns@epetstore.co.za
    • Pack item(s) into box in its/their original packaging in order to protect the items you are returning.
    • Our courier will arrange to collect the package from the address you supplied within 10 -14 days. If you prefer you can post the package back to the following address:  

      ePetstore returns
      Cube Route Pty Ltd
      Block A
      Cedar Tree Office Park
      1 Stinkwood Close
      Fourways
      2051

      Refund
      Within 10 business days of the returned item having been cleared by ePetstore quality, the money will be refunded back in the form of payment used for the original order (either EFT or Credit Card), unless specified that a store credit or a swop out is preferred. (in the Returns form)
  • PROCESSING OF CREDITS AND REFUNDS

    Where your ePetstore account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Please note that if you’ve requested a refund as a credit on your profile- it is considered a final decision and cannot be changed to another credit option later.
    If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.
    If you want to return an item that you paid the full amount for, but it is now on sale, you have the option of receiving the refund back in a full amount as credit on your profile or in the form of cash in your account.
    If you redeemed a voucher against your purchase, and wish to return the item(s) from that purchase, the rand value paid for the item(s) being returned will either be refunded or credited to your account. The value of the voucher that was redeemed will not be refunded to you, or credited to your account. Rather, ePetstore will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.

  • FRAUD PREVENTION

    ePetstore reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. ePetstore will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.

    ePetstore undertakes that it has taken all reasonable precautions to secure the credit card processing that is carried out to receive payment for goods sold. ePetstore cannot be held responsible for security breaches occurring on the users electronic device (Personal Computer or other electronic device used to browse the Website), which may result due to the lack of adequate virus protection software or spyware that the User may inadvertently have installed on his/her device.