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Returns policy

Table of Contents

This policy applies to products bought from the Pet Hero online store.

We’re very proud of our product range and we want you to be happy with your purchase. We know that things happen and if you’re not completely satisfied with the product/s you receive from Pet Hero, you can return the product/s to us and we will either replace them or credit your account, subject to the below terms.

Please note that no coupons will be refunded to your Pet Hero Wallet account, credit/debit card or by means of electronic funds transfer (EFT).

Unwanted Products

In general, you can return an unwanted product to us at no charge (excluding delivery and collection charges), provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
  • it is not missing any accessories or parts;
  • you log a return collection by sending an email to within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective within 14 days from delivery to or collection by you.

Once we have inspected the product and validated your return, we will refund you with a credit to your Pet Hero Wallet account with the purchase price of the product (excluding delivery and collection/return charges) within 7 working days of us receiving your returned product, or if you’d prefer, refund you with a reversal into your debit/credit card if you made the original purchase with a debit/credit card, or by doing an electronic funds transfer (EFT)into your designated bank account if you made the original purchase by means of an EFT. In order for us to do card or EFT refunds we have to receive such an instruction from you telephonically with one of our customer service agents or in writing.  Please bear in mind that refunds can take up to 10 to 14 working days to reflect in your account.

We are entitled to refuse a return, or a refund for a return, if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

Defective products

We do our best to ensure that the products we deliver to you are of high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

  • faults resulting from normal wear and tear and or damage arising from negligence, user abuse or incorrect usage of the product and ordamage arising from a failure to adequately care for the product and or damage arising from unauthorised alterations to the product; where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you;
  • products in containers or packaging where the seal of the container or packaging has been broken and there seems to be less product in such container or packaging than stipulated on such container or packaging;
  • in the case of a food product, if the product was opened and become wet, dry, rancid, or the nature of the product changed in any way from its fresh state (in the case of dry dogfood, the state the manufacturer intended the product to be presented when a newly produced bag within its expiry day is opened.) 

You will have up to 14 days from delivery to you or collection by you to log a return for a defective product.

Please provide suitable packaging for returning the product, as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a replacement or a refund. Our courier is entitled to refuse the collection of a product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will refund your Pet Hero Wallet account by passing a credit to your account with the purchase price of the product within 7 working days of receiving the return, or if you’d prefer and request us telephonically or in writing to do so, refund you by doing a reversal on your debit/card card or EFT into your bank account depending on how you transacted with us).  Please bear in mind that refunds can take up to 10 to 14 working days to reflect in your account.

Products arriving damaged on delivery

Should a product be damaged at the time of delivery, please notify us of such delivery by sending an email to and ensure the delivery waybill is endorsed to state the damage.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, replace the product as soon as possible (if replacement is possible) or credit your Pet Hero Wallet account with the purchase price of the product (or refund you if that is your preference as per Defective products). Credits and refunds are normally handled within 10 to 14  working days of receipt of reported damaged products (please bear in mind that refunds can take up to 10 to 14 working days to reflect in your account).

Payment for delivery and collection of returned products

Should a product be damaged or defective at the time of delivery, the cost of delivery and collecting the product from you, and replacing such a product shall be for our account. 

Should a product not be wanted, or the incorrect product was ordered, or the product be returned and not be defective, the cost of the delivery to you, and collection of such product from you, shall be for your account. 

In line with the Electronic Communications Act, defective products or unwanted products may be returned to the Pet Hero Distribution Centre it was dispatched from within 7 days of receiving your order.  Thereafter, products can only be returned to the Pet Hero distribution Centre in person or via courier at your expense in the original unopened packaging and undamaged. For the avoidance of doubt, no collection service will be provided by us for post-delivery returns for unwanted products as a norm,  and should you request us to provide such service, and we are able to provide it,  it will be at our prevailing Courier Service Provider rate. If we cannot provide such service ourselves and make use of our external Courier Service Provider, the cost will be at our prevailing rate with such Courier Service Provider .To avoid disappointment please present your tax invoice as proof of purchase when discussing the return with a member of staff at our distribution centre, either in electronic or hard copy format.

If Pet Hero has to do a refund for an unwanted or non-defective product where the refund would have let your original order been below the threshold for free delivery, the delivery fee for such original order, excluding the returned product, will be deducted from your refund or charged to your account.

Right to suspend service

Pet Hero reserves the right to suspend a user from the Pet Hero service should there be a perception of abuse of product returns or of the credit request process or of any of the services provided by Pet Hero.

Return of incorrectly placed orders

Please note that PetHero cannot be held responsible for orders placed incorrectly or our platform, even if the error be discovered during the delivery process, any products not wanted may be returned to PetHero at your expense and credit may be added to PetHero Wallet alternatively may be be refunded or replaced. PetHero will not be responsible for delivering the originally intended items unless as part of a new delivery and/or subject to a further delivery charge.

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