Refund policy

Returns & Refunds Policy

Last updated: 10 September 2026

At PetNook™, we want you to be happy with your purchase. If you are not completely satisfied, we offer a 30-day money-back guarantee, subject to the terms below.

This policy applies to purchases made through the PetNook™ online store and operates alongside, and does not limit, any rights you may have under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), or any other applicable South African law.

1. 30-Day Money-Back Guarantee

If you change your mind or are not satisfied with your purchase, you may request a return within 30 days of receiving your order.

For a change-of-mind return under our voluntary 30-day guarantee:

  • The return request must be made within 30 days of receiving your order.

  • The product must be returned in a condition suitable for resale, with all included parts and accessories.

  • The customer is responsible for the cost of returning the product to PetNook™.

  • Original shipping costs paid on the order are non-refundable for change-of-mind returns.

  • Once the returned product has been received and inspected, we will process the applicable refund.

This voluntary 30-day guarantee does not limit or replace any statutory consumer rights you may have under South African law.

2. Defective, Damaged or Incorrect Products

If you receive a product that is defective, damaged, unsafe, does not meet applicable quality requirements, or is not what you ordered, please contact us as soon as possible.

Where applicable under the CPA, consumers have statutory rights relating to the quality, safety and suitability of goods.

Where a statutory remedy applies, PetNook™ will handle the matter in accordance with the applicable legal requirements.

We will not require a customer to pay return shipping where applicable law requires PetNook™ to bear that cost.

3. Electronic Transaction Cooling-Off Rights

For qualifying electronic transactions, South African law may provide a seven-day cooling-off period under section 44 of the Electronic Communications and Transactions Act.

Where this statutory right applies, a customer may cancel the transaction without giving a reason and without penalty within seven days after receiving the goods, subject to the applicable legal requirements and exclusions.

Where permitted by law, the direct cost of returning the goods may be payable by the customer.

4. Incorrect or Incomplete Orders

If you receive the wrong product, an incorrect quantity, or an item is missing from your order, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Photos of the product and packaging where relevant

We will assess the issue and arrange an appropriate remedy in accordance with applicable law.

5. How to Request a Return

To request a return, please contact us through our Contact Us page.

Please include:

  • Your full name

  • Order number

  • Product you wish to return

  • Reason for the return

  • Photos where relevant

Please do not send a product back without first contacting us. We will provide the appropriate return instructions once your request has been assessed.

6. Refunds

Once an eligible return has been received and, where appropriate, inspected, we will process the applicable refund.

Refunds will generally be made using the original payment method, where reasonably possible.

For change-of-mind returns under our voluntary 30-day guarantee, the original shipping charge and return shipping costs are not refundable.

Nothing in this policy excludes or limits any refund, return, repair, replacement or other remedy that cannot lawfully be excluded under South African law.

7. Condition of Returned Products

For change-of-mind returns under our voluntary 30-day guarantee, products should be returned in a condition suitable for resale, with all included parts and accessories.

PetNook™ may assess the condition of a returned product before processing the refund.

Where permitted by law, a reasonable deduction may apply where a product has been used, damaged, altered or handled beyond what is reasonably necessary to determine whether the product is acceptable.

This does not affect statutory rights relating to defective or non-conforming goods.

8. Statutory Consumer Rights

Nothing in this policy is intended to:

  • Exclude or restrict a consumer's rights under the Consumer Protection Act.

  • Exclude or restrict a consumer's rights under the Electronic Communications and Transactions Act.

  • Waive any statutory warranty or remedy.

  • Prevent a consumer from exercising a right that cannot legally be excluded.

  • Require a customer to pay costs that applicable law requires PetNook™ to bear.

If any part of this policy conflicts with a mandatory provision of South African law, the applicable legal provision will apply.

9. Contact Us

For any return or refund enquiries, please contact PetNook™ through our Contact Us page.

Please include your order number so that we can assist you as quickly as possible.