Exchange Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a store credit or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Goods such as dog treats and grooming products however cannot be returned.
Additional non-returnable items:
- Gift cards
- Any item not in its original condition, damaged or missing parts for reasons not due to our error
To complete your return, we require a receipt or proof of purchase.
Orders need to be returned to 8a Barratt Road, Factoria, Krugersdorp, Johannesburg. The cost to return the order will be for the customer's account.
To log a return you can either email us at or else you can use the self service option in the below link
100% Money Back Guarantee on Hill's Pet Nutrition Products
We’re so confident that pets will enjoy Hill’s that we offer a 100% guarantee for quality, consistency and taste, or your money back.
These words are stated on all our bags and 
although we receive a very small number of 100% Money Back Guarantee claims, we take them very seriously.
We will accept claims for the following reasons:
if the pet refuses to eat our food
if there is visibly something wrong with the food or packaging that was not caused by incorrect storage after opening
in the unlikely event that a pet parent believes that the food has caused harm to their pet
Unfortunately we cannot accept claims where:
almost all the food has been used
the wrong food was purchased and the bag opened
the food has expired
the bag or food has been damaged after purchase
the pet has passed away and there is no longer use for their food
there is obvious abuse of the guarantee on the part of the client.
For more information on Money Back Guarantees, visit: 
You may choose between a product exchange or credit, no refunds are permitted (except for Hill's Pet Nutrition products-refer above)

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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 an item please send us an email to or use the self service option in the blow link and send your item to: 8 Barratt Road, Factoria, Krugersdorp, Johannesburg.
Cancellation of Orders
As our items are handmade to order cancellations of orders are not allowed.
To return your product, you should mail or hand deliver your product to: 8 Barratt Road, Factoria, Krugersdorp, Johannesburg.
You will be responsible for paying for your own delivery costs for returning your item (unless you are returning a Hill's Pet Nutrition product). 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