Returns Policy

If you are unhappy about the quality or condition of an item you have received, please let us know - we will do our best to help. Unfortunately we can't accept returns on perishable items such as food, frozen items and opened packets of treats or supplements. If your pet doesn't like the food you have bought, we can suggest alternatives such as donating the food to a dog and cat shelter.

Our return policy on non-perishable goods lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Additional non-returnable items:
- Gift cards / vouchers
- Customised / personalised products
- Some health and personal care items
- Sale items: only regular priced items may be returned. Unfortunately sale items cannot be returned or refunded.

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and to inform you whether or not you are eligible for a refund. If your refund request is approved, your refund will be processed via EFT or will be transferred back into your credit card that made the original payment.

Please note that shipping costs are non-refundable.

There are certain situations where only partial refunds are granted (if applicable):
- Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable):
If you haven’t received a refund you were expecting, first contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund reflects in your account.
If you’ve tried these steps and you still have not received your overdue refund, please contact us at woof@poochpalate.co.za.

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at woof@poochpalate.co.za to discuss.

If you are eligible for an exchange, please send your item to: Lindsay Canning, 8 Frangipani Lane, Simbithi Eco Estate, Ballito, KwaZulu-Natal, South Africa, 4390.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.

Gifts:
If you wish to return a gift, and the item was marked as a gift when it was purchased and was shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.

If the item wasn’t marked as a gift when it was purchased, or the purchaser had the order shipped to themselves to give to you later, we will send a refund or voucher to the original purchaser.

Shipping of returns:
To return your product, you should courier it to: Lindsay Canning, 8 Frangipani Lane, Simbithi Eco Estate, Ballito, KwaZulu-Natal, South Africa, 4390.

You will be responsible for the cost of shipping to return your item. The original shipping costs you paid to receive your order are non-refundable.

If you are shipping an item over R1000, we recommend that you consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.