Terms & Conditions

Introduction

ePETstore.co.za ("the site") enables users to shop online for premium pet food, tick & flea control, toys, accessories, cat litter, and pet health care products ("the products"). All visitors ("users" or "you") can browse the site, but only registered account holders ("ePETstore.co.za accountholders" or "you") may place orders.

By using the site or registering for an account, you acknowledge that you have read, understood, and accepted these terms and conditions ("T&Cs").

The site is owned and operated by ePET Pty Ltd, registration number 2019/059549/07, VAT number 4200287110, incorporated in the Republic of South Africa ("ePETstore").

 

Legally Binding Contract

All users and account holders, including buyers, are bound by these T&Cs. A contract with ePETstore is formed only when:

1. You complete and submit your online order form; and
2. Your payment is authorised or received by ePETstore.

 

Products and Availability

• Stock is limited. Special offers end when stock runs out.
• If an advertised product is unavailable, you will be reimbursed the paid amount.
• Product prices, descriptions, and availability are subject to change.

Guest Checkout

Customers may place an order on the ePETstore website without creating an account by using the Guest Checkout option.

By selecting Guest Checkout, you acknowledge and agree that:

• A customer account will not be created, and your order will not be linked to a permanent profile on the website.
• Order confirmations, invoices, and shipping updates will be sent only via email to the address provided at checkout.
• You will not have access to order history, saved addresses, or account dashboards on the website.
• ePETstore cannot guarantee access to certain features reserved for registered customers, including but not limited to:
• Store credit allocations
• Customer loyalty or promotional perks
• Pet birthday month rewards
• Personalised offers or promotions
• Faster checkout on future purchases
• It is the customer's responsibility to ensure that all information entered during checkout is accurate and complete, including delivery address, contact details, and email address.

Customers who wish to access these benefits may create a customer account at any time on the website.

Ordering and Purchase

• Placing an item in your basket does not reserve the product.
• Only fully completed and submitted orders, with authorised payment, constitute a purchase.
• ePETstore is not responsible if a product becomes unavailable before purchase completion.
• Invoices are available in your "My Account" section.

 

Payment Methods

Credit/Debit Card

• Visa and MasterCard accepted.
• Payment is processed upon authorisation; insufficient funds will result in order cancellation.

Electronic Funds Transfer (EFT)

• Payments can be made via Nedbank, ABSA, Standard Bank, and FNB.
• Transfer to:
• Account Name: Cube Route
• Bank: FNB
• Account Number: 6263 586 3089
• Branch Code: 254 605
• Use your order number as reference. Orders are processed once funds reflect in our account (up to 48 hours).

 

Delivery

Click & Collect

• Available only at: ePETstore, 186 Olympic Duel Avenue, Northlands Business Park, North Riding (Gauteng).
• Collection Monday-Friday, 08:00-16:00.
• If not collected within 24 hours, ePETstore will contact you, and may reimburse you if unsuccessful.

Home Delivery

• Deliveries occur during business hours; no PO Box deliveries.
• If no one is present, a second attempt will be made. Responsibility to arrange delivery lies with the buyer.
• Delivery is complete once the parcel is handed to the recipient. Inspect parcel within 48 hours for damage or tampering.

Back Order & Extended Dispatch Items

• Some products are supplied by trusted suppliers and may take 1-4 extra working days.
• If an order includes both in-stock and back order items, all items may ship together.
• Significant delays will be communicated with alternatives or refunds.

Returns, Defective Items, and Reimbursements

• Returns accepted within 30 days of delivery.
• You may receive a refund, account credit, repair, or replacement, depending on the situation.
• Complete transaction records are kept for 12 months.

Pricing Errors

• ePETstore is not liable for obvious or inadvertent pricing errors.
• Orders placed at incorrect prices may be cancelled, with a full refund or option to reorder at correct price.

 

Carrot Member Rewards

The Carrot Programme (Dotsure Pet Insurance) offers rewards based on level achieved with select partners. ePETstore is the online retail partner.

Rewards:

• Bronze (Level 1): 10% off one order per month
• Silver (Level 2): 15% off one order per month
• Gold (Level 3): 15% off one order per month, once-off achievement gift, 20% off select parasite control, healthcare, and treats (capped at R1000/month), free shipping for major centers (min. spend R250) and outlying areas (min. spend R400; normal shipping fees apply below these amounts)
  

Notes:

• Rewards cannot be combined with other promotions unless stated.
• Rewards are not transferable or redeemable for cash.
• ePETstore may modify or terminate rewards at any time.

Coupon Codes

General Usage

• Must be logged in to use.
• One-time use per account. Cannot be combined with other coupons.
• Some coupons require minimum basket values (specified).
• Valid for 30 days unless otherwise stated.
• Refunds for returned items will be processed at the actual amount paid.

Black Friday Promotions

 Promotions run from 28 November to 1 December 2025 and are valid while stocks last.

• Prices include VAT but may be corrected if errors occur; ePETstore may cancel or adjust orders in such cases.
• Promotions, discounts, and coupon rewards cannot be combined with other offers unless stated.
• 28 November shoppers: qualify for a January 2026 Reward Coupon (one-time use, expires 31 January 2026).
• 1 December shoppers: receive a 10% off coupon (one-time use).
• If you qualify for both coupons, only ONE may be used.
• Deliveries may experience delays due to high courier volumes.
• Standard returns policies apply; promotional items and coupons are non-refundable and non-transferable.
• ePETstore reserves the right to cancel orders or coupons obtained through fraud, misuse, or abuse.
  

Newsletter Sign Up R100 Coupon (NEWS100)

• Issued once per subscriber; minimum spend R600.
• Applies to full-priced products only.
• Cannot be used more than once per account, nor with other promotions.
• Misuse (multiple sign-ups) is considered fraud.

Birthday & Promotional Store Credit

• Not exchangeable for cash.
• Non-transferable; expires at month-end for birthday credit.
• Maximum of 5 pets per customer for birthday credit.
• Can only be used on ePETstore products, not gift vouchers.

Vouchers and Promotions

• Vouchers valid for 30 days unless stated otherwise.
• One voucher per purchase; cannot be combined.
• Not transferable or redeemable for cash.
• Returns may adjust the voucher value accordingly.
• Promotions valid while stocks last.

Gift Vouchers

• Non-redeemable for cash: non-replaceable if lost or stolen.
• Cannot be used to purchase other gift vouchers.
• Valid for 3 years from date of issue.

Fraudulent/Unauthorised Websites, Communications & Security

General Fraud & Security

• Fraudulent orders may be cancelled; ePETstore may request documentation.
• Malware, unauthorised access, or site damage will be prosecuted.
• Account credentials are personal and must not be shared.
• All card transactions are SSL encrypted, ePETstore does not access sensitive card information.

Official Website and Authorised Channels

Our online store ePETstore, only sells products through our official channels:

• ePETstore Website: www.epetstore.co.za
• ePETstore Facebook Page: epetstore.co.za
• ePETstore Instagram: epet_za

You acknowledge and agree that we are not responsible for any purchases, orders, email correspondence, advertisements or communications made through unauthorised third-party websites, social media pages, online ads, marketplaces, influencers, messaging platforms, or any other channels not expressly controlled or operated by ePETstore.

No Affiliation with Impersonators

Any website, email address, invoice, social media post, advertisement, SMS, or other communication that uses ePETstore branding or references our products but does not originate from our official domain or authorised channels is not affiliated with us, and we do not endorse, guarantee, fulfil orders, provide refunds for, or take responsibility for any transactions made through such sources.

Disclaimer of Liability for Unauthorised Transactions

To the fullest extent permitted by applicable law, ePETstore expressly disclaims all liability for:

• any loss, claim, damage or expenses arising from or in connection with orders placed on impersonating websites;
• any unauthorised use of our trademarks, brand identity, content or intellectual property on a third-party site;
• any fraudulent, deceptive or otherwise unlawful activity carried out by any party impersonating ePETstore or falsely claiming any affiliation with us.

Consumer Duty to Verify Authenticity

Customers entering into any transaction claiming to involve ePETstore should verify the authenticity of the website and communications by checking that:

• the URL exactly matches our official domain;
• email communications are from an official @epetstore domain address; and
• any order confirmation or payment request is generated by our systems.

If you are unsure whether a communication is legitimate, contact us via our official support channels before making any payment or sharing personal information.

Reporting and Enforcement

We actively monitor for fraudulent impersonation and will report any such sites or ads to relevant platforms (e.g., Meta, Google, domain registrars). However, ePETstore cannot guarantee removal timelines nor be held liable for losses incurred through engagement with impersonators’ sites.

Indemnity

• ePETstore complies with the Consumer Protection Act 68 of 2008 and the Electronic Communication and Transactions Act regarding sales, payment, and security.

General

• ePETstore reserves the right to alter T&Cs, promotions, or product availability at any time.
• Users are responsible for keeping records of their purchases after 12 months.