Refund and Returns Policy

Returns and Refund Policy

Effective Date: (Last updated: [Insert date])

This policy complements our Terms and Conditions and details how we handle returns, refunds, and exchanges.

1. Our Commitment

We want you and your pet to be satisfied with every purchase. We abide by South African consumer protection laws (CPA, ECTA) and manufacturer guarantees (e.g., Hill’s, Royal Canin, Eukanuba, Ultra Pet). Below are guidelines on returning items and getting refunds or exchanges.

2. General Return Conditions

1. Timeframe:
• You should inform us within 7 days of receiving an item if you wish to return it for “change of mind.”
• For defective/damaged items, notify us as soon as you discover the issue (within 6 months for CPA coverage).
2. Proof of Purchase:
• Provide your order number, invoice, or confirmation email.
3. Original Condition:
• Non-defective items should be unused, with all original packaging, tags, and accessories intact.
4. Opened Items Exception:
• If the item is defective or covered by a palatability guarantee, we accept returns even if opened (must include unused portion and original packaging).
5. Inspection:
• We may inspect items on return. If the product is not in the agreed condition, we may refuse or offer a partial refund.

3. Non-Returnable Items

• Perishable/Hygiene-Sensitive Goods (e.g., opened treats, supplements, grooming products) unless defective.
• Opened Pet Litter/Bedding unless faulty.
• Gift Cards (non-refundable).
• Personalized/Custom Items (if ever offered) unless there’s a manufacturing error.

4. Specific Scenarios

4.1 Change of Mind / Unwanted Item

• You have a 7-day “cooling off” period under ECTA to return unused items in new condition.
• You get a full product refund, but shipping costs (original and return) are typically your responsibility unless otherwise specified.
• We may deduct a small administration fee for large/complex returns if needed (rare).

4.2 Wrong Item Delivered

• If we sent the incorrect item or size, notify us within 7 days.
• We will collect it at our expense and resend the correct product or issue a full refund if not available.

4.3 Damaged or Defective on Arrival

• If your product arrives damaged or you discover a defect, notify us immediately (within 48 hours for transit damage, within 6 months for latent defects).
• We cover return shipping and offer a replacement or full refund, per the CPA.
• We may request photos of damage to assist with courier or supplier claims.

4.4 Pet Food Palatability Guarantee

• Most premium brands (Hill’s, Royal Canin, Eukanuba, Ultra Dog, etc.) offer a 100% satisfaction guarantee.
• If your pet refuses to eat the food, contact us and return the remainder (preferably ≥50% left) with the packaging and proof of purchase.
• We refund or exchange at no cost to you.
• Manufacturers may limit repeated returns for the same product per household.

4.5 Hill’s 100% Money-Back Guarantee

• Covers palatability issues, visible product/packaging defects, or serious harm caused by the food.
• Excludes near-empty bags or expired/misused products.
• Return the remaining food, original packaging, and proof of purchase to get a refund or replacement.

4.6 Other Manufacturer Guarantees

• Royal Canin, Eukanuba, Ultra Pet, and others have similar return policies.
• Even if a local brand doesn’t explicitly advertise a guarantee, we will still assist you under CPA or our own store policy for genuine quality/palatability concerns.

4.7 Exchanges

• If you need a different size, color, or product variant, contact us within 7 days.
• If the exchange is due to our error, we cover shipping; if it’s your preference, you may pay return shipping.

5. Returns Process

1. Contact Us First:
• Email order@lanuschkapets.com or call 066 273 8595 with your order number and reason.
2. Return Authorization & Shipping:
• We will arrange courier collection or provide a drop-off method.
• If it’s our error or a defective product, we cover return shipping. If it’s a change-of-mind return, you cover or we deduct from your refund.
3. Pack the Item Securely:
• Include all accessories, free gifts, and the invoice or a note with your details.
4. Inspection and Refund/Exchange:
• After we receive and inspect, we process your refund or ship your replacement.
• Refunds to the original payment method usually take 7–10 business days to appear.

6. Legal Rights and Warranties

Nothing in this policy limits your statutory rights under the Consumer Protection Act or ECTA. We often exceed these legal minimums by accepting returns for palatability and “change of mind.”

7. Contact

For any returns or questions, please email order@lanuschkapets.com or call 066 273 8595. We aim to make returns as smooth as possible.