Our policy 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 the original packaging.
Goods such as dog treats however cannot be returned.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to Dear Pet Co.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then 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 is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded or exchanged, unfortunately sale items cannot be refunded or exchanged.
Exchanges are allowed on non sale items if the items are unused and returned within 30 days. Please note it is policy that customers take on the cost to return orders to us that need to be exchanged. We will however take on the delivery costs for exchanges of items if they are defective. If you would like to exchange and item please send us an email at email@example.com and send your item to: Unit 5, Pendulum Park, Richards Drive, Halfway House, Midrand, Gauteng, 1685, South Africa.
Cancellation of Orders
As our items are handmade to order cancellations of orders are not allowed if your order is already in production (Within 24 hours of placing your order). Your order will be delivered to you and you may then return the order for a refund if required
If the item was marked as a gift when purchased and delivered directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order delivered to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Unit 5, Pendulum Park, Richards Drive, Halfway House, Midrand, Gauteng, 1685, South Africa.
You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are delivering an item over R1000, you should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.