Refund policy

Our Commitment

At Dear Pet Co., every item is carefully handcrafted to order with love, care, and attention to detail.

Because our products are made specifically for your order, we encourage customers to review product descriptions, sizing information, and order details carefully before placing an order.

Our standard production time is approximately 5-7 business days, after which orders are dispatched or made available for collection.

Change of Mind Returns

As our products are made to order, we generally do not accept returns or exchanges for:

Change of mind
Incorrect colour selection
Incorrect size chosen by the customer
Orders placed in error
Personal preference after delivery

We provide detailed product descriptions and sizing information to assist customers in making the correct choice before ordering.

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As our products are handcrafted to order after purchase, they may qualify as made-to-order goods. Accordingly, certain cancellation and cooling-off rights applicable to standard retail products may not apply.

Defective or Faulty Products

In terms of Section 56 of the Consumer Protection Act, customers are entitled to receive goods that are:

Of good quality
In good working order
Free of defects
Reasonably suitable for their intended purpose

If you receive a product that is defective, damaged, or differs materially from what was ordered, please notify us within 7 days of receiving your order.

Where a product is found to be defective, we may, in accordance with the CPA:

Repair the product,
Replace the product, or
Refund the purchase price.

The choice of remedy remains subject to the provisions of the Consumer Protection Act.

Incorrect or Damaged Orders

If you receive:

The wrong item,
An incomplete order,
A product damaged during manufacture,

please contact us within 7 days of receipt and provide:

Your order number,
A description of the issue,
Photographs of the product where applicable.

We will assess the issue and arrange an appropriate resolution.

Products Damaged During Shipping

If your order arrives damaged due to courier handling, please notify us within 48 hours of delivery and provide photographs of:

The packaging,
The shipping label,
The damaged product.

This enables us to investigate the matter with the courier and assist you as quickly as possible.

Sizing Issues

We strongly encourage customers to review our sizing information before placing an order.

Where a customer has selected an incorrect size, this will generally not qualify for a refund as each item is made to order.

If you are unsure about sizing before ordering, please contact us and we will gladly assist.

Refund Process

Where a refund is approved, refunds will be processed using the original payment method wherever possible.

Please note:

Refunds may only be issued once returned goods have been received and inspected where applicable.
Shipping fees are generally non-refundable unless the return results from an error on our part or a defective product.
Depending on your payment provider, it may take several business days for refunded funds to reflect in your account.

Return Shipping

Where a return is approved due to:

A manufacturing defect,
An incorrect item supplied,
An order fulfilment error by Dear Pet Co.,

Dear Pet Co. will cover reasonable return shipping costs.

Where returns are accepted for reasons not attributable to Dear Pet Co., the customer may be responsible for shipping costs.

CPA Consumer Rights

Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 68 of 2008.

Where this policy conflicts with the CPA, the provisions of the CPA shall prevail.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Dear Pet Co.

Email Us | info@dearpet.co.za

Address | 84 Carol Road, Factoria, Krugersdorp, Gauteng, 1739, South Africa