Absolutely! Here's our full refund policy below to ensure that you are fully supported.

At VuraPet, we are passionate about providing high-quality, safe products for your furry friends. However, we understand that sometimes things don't go as planned. Whether a product doesn't suit your pet's taste or an item arrives damaged during transit in South Africa, our goal is to make the return process as simple and hassle-free as possible for you.

This policy is governed by the principles of the South African Consumer Protection Act (CPA) regarding distance contracts, ensuring you have the right to a fair solution.

1. The VuraPet 30-Day Happiness Guarantee

We offer an unconditional 30-Day Happiness Guarantee on most physical products.

• Return Window: You may return most items within 30 calendar days of the delivery date.

• Condition: The product must be in unused, re-saleable condition. All original packaging, tags, and inserts must be intact.

• Eligible Items: Clothing, toys, beds, accessories, and accessories that do not affect the product's original value.

• Non-Electronics: We may replace the item with a new one instead of refunding.

2. Conditions & Exceptions

To ensure hygiene standards and manage stock integrity, the following items are non-returnable:

• Perishables: Opened food, treats, or supplements (including refill bags once opened). If delivered spoiled or damaged by the courier, we will issue a refund, but used stock cannot be restocked.

• Hygiene Items: Chew toys and rawhide bones that show signs of wear, saliva, or damage cannot be accepted for a refund due to health safety regulations. These are final sale.

• Personalized Items: Custom-made items (e.g., engraved tags or custom beds) cannot be returned once manufactured, as they are made to specific order.

• Clearance & Sale Items: Items marked "Clearance," "Final Sale," or marked with a specific discount code may be marked "No Return/Refund" at checkout. Please check your order confirmation email.

3. Damaged or Defective Items

We understand that accidents happen, especially with courier services in South Africa. If your item arrives damaged (broken, crushed, or leaking) or is faulty:

• Reporting: Please email us immediately at support@vurapet.co.za with photos of the damage and the packaging.

• VAT: We will refund the total purchase price including VAT where applicable.

• Replacement: If stock allows, we will send a replacement immediately. If stock is out, we will issue a full refund to your original payment method or store credit.

4. How to Initiate a Return (South Africa)

If you wish to return an item for a refund or exchange, follow these steps:

• Email Us: Send a request to support@vurapet.co.za within 30 days of delivery. Please include:
  
  Your Order Number.
  The Item(s) you wish to return.
  The reason for the return (e.g., wrong size, defective, change of mind).
  
  

• Return Shipping: You will be provided with return instructions and a pre-paid return label (for standard apparel/items) or details on where to drop off the package. Note: For hygiene reasons, we generally cannot accept returns on chew toys or used items. Please verify with our team via email first.

• Inspection: Once your return is received and inspected, our team will process your request.

• Refund: Your refund will be issued to your original payment method (Credit Card/Debit Card or EFT).

5. Refund & Exchange Options

• Original Payment: Refunds are typically issued to the card used for purchase. Please note: Refunds to credit cards may take 5 to 10 business days to appear on your statement, depending on your bank.

• Store Credit: We value repeat customers. If you change your mind about an item (and it is unused), we can offer a Store Credit equal to the value of the item. This does not require the item to be returned, provided the item is unused and re-saleable.

6. Shipping Costs

• Initial Shipping: We usually cover the shipping cost for your first order.

• Return Shipping: If you are returning an item due to a manufacturing defect or if we sent you the wrong item, we will cover the return shipping cost.

• Change of Mind: If you simply changed your mind, you are responsible for the cost of returning the item to us (unless you have a prepaid label from us).

7. Exchanges (Size & Fit)

If a product does not fit your pet:

• You must notify us within the 30-day window.

• We can issue a prepaid return label for the item.

• Once the returned item is processed, the new item will be shipped to you.

• Hygiene Exception: As mentioned, chew toys and food cannot be exchanged if opened.

Contact Us

We are here to help! For any questions regarding this policy or to process a return, please email us at support@vurapet.co.za or call us on 062 936 9181

Thank you for choosing VuraPet. We appreciate your trust in caring for your pets!