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Returns Policy

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Epetstore.co.za, a division of Cube Route Pty LTD, sells premium pet food and healthcare online. The use of any product bought from this 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

1. 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 ePet Store 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 ePet Store in accordance with the return procedure set out in clause 4 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, 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 ePet Store Call Centre on 0800 00 4267 or email info@epetstore.co.za  to notify ePet Store 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.

2. 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 ePet Store 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 ePet Store 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 ePet Store's expense (the decision between repairing or replacing being that of ePet Store 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 ePet Store 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 guarantee:

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.

3. 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 ePet Store

4. Return procedure to be followed

 

  • Log in to ePetStore.co.za
  • Under “Profile” select “Returns”
  • Fill in the 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 0800 00 4267 or email us at info@epetstore.co.za
  • Pack item(s) into box in its 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:
     
    ePet Store Returns
    Cube Route Pty Ltd
    Block A
    Cedar Tree Office Park
    1 Stinkwood Close
    Fourways
    2051

Refund

Within 10 business days of the turned item having been cleared by ePet Store 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).

5. Processing of credits and refunds

Where your ePet Store 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 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, ePet Store will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.

6. Fraud Prevention

ePet Store 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. ePet Store will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.

ePet Store undertakes that it has taken all reasonable precautions to secure the credit card processing that is carried out to receive payment for goods sold. ePet Store 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.

Click Here to begin the Returns Process