Overview

Our returns policy is designed with pet owners in mind, ensuring a fair, transparent, and convenient process for all our valued customers. We understand that feeding your pets the best is a priority and that sometimes things don’t go as planned. Here’s how we strive to resolve returns and refunds.

Returns Eligibility

• Incorrect, Faulty, or Expired Products: If you receive a product that is incorrect, faulty, or past its expiration date, we will arrange for collection and provide a replacement or refund at no additional cost to you. Please ensure that items being returned are unopened, unused, and in their original packaging to be eligible for a refund or exchange.
• Change of Mind or Unpalatable Products: If you have ordered the wrong size or flavour food, you may return the product(s) at your own cost. Please ensure that items being returned are unopened, unused, and in their original packaging to be eligible for a refund or exchange.
• Non-Returnable Items: Certain products, including those marked as non-returnable for hygiene or health reasons, cannot be returned. Treatment products such as Tick & Flea tablets and sprays (except where the expiry date on the item precedes the delivery date).

Process for Returns

• Contact our customer care team at info@gourmetvet.co.za within 7 days of receiving your order to initiate a return.
• Provide your order number, proof of purchase, a brief description of the issue, and photos if possible, to assist in a swift resolution.
• For returns items must be delivered to our office at 389 Rooiribbok Street, Waterkloof Ridge, Pretoria, Gauteng, 0181.
• Customers are responsible for courier fees on returns not resulting from our error.

Refunds and Replacements

• If the return is due to an error on our part, we will process a replacement or refund (where available) as soon as we have received and inspected the returned product.
• Refunds will be processed within 10 working days via the original payment method, except for EFT payments, which will be refunded via an online voucher for Gourmet Vet (Pty) Ltd to mitigate fraud risk.
• We reserve the right to charge a 15% administration fee should the returns process incur significant expenses.

Consumer Protection Compliance

This policy complies with the South African Consumer Protection Act (CPA), ensuring your right to return defective or unwanted goods, and to receive timely refunds or exchanges.

Contact Us

If you have any queries or require assistance with a return, please reach out to us at info@gourmetvet.co.za. Our team is committed to providing you and your pets with exceptional service and peace of mind.