Refund policy

At Premium Pet Co, we strive to supply quality pet products and ensure customer satisfaction while protecting our business in accordance with South African consumer law.

Eligible Returns

Customers may request a return within 7 days of delivery for eligible products, including our Dual Pet Bowl, provided that:

  • The product is unused and in original condition

  • Original packaging, inserts, and accessories are included

  • Proof of purchase is provided

  • The product has not been assembled, altered, washed, or exposed to pets

Hygiene and Pet Product Restriction

For hygiene and safety reasons, pet feeding products, including the Dual Pet Bowl, cannot be returned once:

  • Food or water has been placed inside

  • The product has been washed

  • The product has been used by any pet

  • Protective packaging has been removed in a way that affects resale value

Defective, Incorrect, or Damaged Products

If the Dual Pet Bowl or any product arrives defective, damaged, or incorrect, customers must notify us within 48 hours of delivery and provide:

  • Clear photographs of the item

  • Packaging photographs

  • Order number and description of issue

After assessment, we may offer:

  • Replacement

  • Repair where applicable

  • Refund if replacement is unavailable

Refund Conditions

Refunds are processed only after returned goods are received, inspected, and approved.

Approved refunds will be paid to the original payment method within 7–10 business days.

Original shipping charges remain non-refundable unless required by law.

Return Shipping Costs

  • Customers are responsible for return courier costs for non-defective items

  • If the product is defective, damaged, or incorrectly supplied, we will cover reasonable return shipping costs

Non-Returnable Products

The following cannot be returned unless defective:

  • Used pet bowls

  • Products exposed to pets

  • Promotional or sale items

  • Clearance stock

  • Products damaged through misuse, negligence, or improper handling

Order Cancellations

Orders may only be cancelled before dispatch. Once shipped, the return policy applies.

Consumer Protection Compliance

Nothing in this policy limits rights under the Consumer Protection Act, including the right to return defective goods within 6 months where applicable.

Return Requests

To request a return, customers must provide:

  • Full name

  • Order number

  • Reason for return

  • Supporting photographs where required