Refund and Returns Policy

Dogs, Cats & Friends Return Policy Overview

1. Change of Mind or Mistake by Consumer

At Dogs, Cats & Friends, we strive to ensure you are satisfied with your purchase. However, if you wish to return an item due to a change of mind or an error in your purchase, please note the following:

Discretionary Returns: While we are not legally obligated to accept returns under these circumstances, we may do so at our sole discretion as a gesture of goodwill.
Condition of Goods: To be eligible for a return, the product must be in its original, unused condition and packaging.
Invoice Required: The original invoice must be presented at the time of return.

Important Reminder: Please carefully review all product information and usage instructions before making a purchase to ensure it meets your needs.

2. Logging a Return Request

To request a return, please contact us at info@dogscatsfriends.co.za with the original invoice and details of the return.

Customer Responsibility: You are responsible for returning the product to our store. Dogs, Cats & Friends will not cover any costs associated with returning the item, including shipping, travel expenses, or any loss of income related to the return.

3. Hill’s 100% Guarantee Policy

Hill’s products come with a 100% satisfaction guarantee. If you are not satisfied with the quality, consistency, or taste, you are eligible for a full refund. For more details, visit Hill’s official Money-Back Guarantee page.

4. Excluded Goods from Return and Refund Policy

Certain items are excluded from our return and refund policy:

Non-Defective Goods: Items that are not inherently unsafe, have no material defects, or have been used incorrectly.
Special Orders: Goods ordered specially for you that are not part of our regular stock can only be replaced if found defective.
Altered or Installed Goods: Products that have been modified, installed, or combined with other items are not eligible for return.
Damaged Goods: Any product damaged by the consumer, whether accidentally or through misuse, is not eligible for return.
Gift Vouchers and Coupons: These are non-refundable.

5. Defective Goods

If you discover a defect in your product within the first 6 months of purchase, we will repair, replace, or offer a credit refund in accordance with the supplier’s warranty.

Technical Assessment: Returned goods may require a technical assessment by the manufacturer or an authorized service center before a decision on repair, replacement, or refund can be made. This process may take up to 30 working days.
Post-Warranty Defects: After 6 months, manufacturer warranties apply, and any decisions regarding repair, replacement, or refund are at the manufacturer’s discretion.

6. Manufacturer’s Warranty Conditions

Manufacturer warranties are subject to specific conditions:

Proper Use: Follow all instructions provided with the product to avoid voiding the warranty.
Defects Within 6 Months: Goods found defective within the first 6 months will be repaired, replaced, or refunded at the supplier’s discretion.
Defects After 6 Months: Decisions on defects that appear after 6 months are subject to the manufacturer’s warranty policy.

7. Instances Exempt from Manufacturer’s Warranty

The manufacturer’s warranty does not cover:

Damage caused by power surges or lightning.
Improper use contrary to the instruction manual.
Accidental damage or alteration of the product.

8. Refund Process

Once a return is accepted and a refund is approved, you will receive store credit unless a full refund is required by law. In such cases, refunds are processed via EFT, with proper identification and proof of purchase required.

Refund Method: Refunds will be issued to the original payment method used for the purchase.

9. Delayed Delivery

We cannot accept cancellations or offer refunds due to delays in obtaining or delivering goods outside our control. If timely delivery is crucial, please inform us when placing your order so we can manage expectations.

10. Returning Products to Our Store

If you are not satisfied with your purchase or if the product was received damaged, please contact us within 24 hours at info@dogscatsfriends.co.za or call our customer support at 041 581 2602. We will guide you through the return process.

Courier Service: If the return is due to a warranty claim or our mistake, we will cover the courier service cost. Otherwise, the cost will be borne by you, and we will provide details before processing your return.

For approved returns, you may return items to our retail store: Dogs, Cats & Friends, 190 Main Road, Walmer, Port Elizabeth.

We appreciate your understanding and cooperation with our return policies. Thank you for choosing Dogs, Cats & Friends!