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.
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 Info@pethero.co.za within 7 working 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 6 months from delivery to or collection by you.
Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product (excluding delivery and collection/return charges) within 7 working days of the return (or refund you if you’d prefer). 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 if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
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;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product; and
- where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
We will collect the product from you at no charge. Please provide suitable packaging for returning the product (it need not be the original packaging), 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 credit your account with the purchase price of the product within 7 working days of the return (or refund you if you’d prefer). Please bear in mind that refunds can take up to 10 to 14 working days to reflect in your account.
Products arrive damaged on delivery
Should a product be damaged at the time of delivery/collection, please notify us of such delivery/collection by sending an email to Info@pethero.co.za 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 account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 10 to 14 working days of receipt of reported damage (please bear in mind that refunds can take up to 10 to 14 working days to reflect in your account.).