Comprehensive Refund & Returns Policy (CPA, ECTA & GMC Compliant)

Effective Date: 17 August 2026

Standard Return Window: 14 Calendar Days

Delivery Network: In-House Delivery Department

Compliance Standards: CPA, ECTA & Google Merchant Center

 

1. Policy Overview

At Pet Food City, customer satisfaction and pet health are our highest priorities. This Refund & Returns Policy outlines the procedures for product returns, exchanges, quality inspections, and refunds for both online delivered orders and in-store purchases in compliance with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. Defective, Poor Quality or Faulty Products

If there is an issue regarding quality, defect, or damage with a product purchased from Pet Food City, we provide tailored resolution processes depending on how the product was purchased:

Delivered Orders (In-House Representative Visit): If an item delivered by Pet Food City is reported as defective or of poor quality within 14 days of receipt, Pet Food City will dispatch an in-house representative to visit the client’s address within 5 business days. The representative will inspect the product on-site. Upon verification of the defect or quality issue, the product will be exchanged on the spot free of charge.

In-Store Purchases: Customers who purchased products directly in-store must return the item to the store within 14 calendar days of purchase. A valid proof of purchase (tax invoice or till slip) is required. Following an in-store inspection confirming defective or poor quality, an immediate exchange will be issued.

3. Change-of-Mind Returns & Exchanges

If a customer chooses to return an item due to a change of mind or personal preference within the 14-day window:

Condition Requirement: Products must be strictly unopened, unused, in original sealed packaging, and in resalable condition.

Return Costs: For delivered items, the customer is responsible for covering the return delivery costs.

4. Non-Returnable & Opened Items

To uphold strict hygiene and animal health safety standards, opened bags of pet food, treats, or perishable goods cannot be returned or refunded under change-of-mind circumstances. Opened items will only be accepted for replacement if inspected and verified as defective or poor quality by our representative or store management.

5. In-House Delivery Fleet Notice

Pet Food City utilizes an in-house delivery department rather than third-party courier services. This ensures personal, high-quality customer care, site visits for quality assessments within 5 business days, and direct hassle-free exchanges.

6. How to Lodge a Return Request

To initiate a return or request a quality inspection visit, please contact our customer service team with your order number and proof of purchase:

Email Support: info@petfood-city.co.za / support@petfood-city.co.za

Telephone / WhatsApp: 071 887 0867

Store Location: 512 Taljaard St, Daspoort, Pretoria, 0019