Terms and Conditions

Effective Date: (Last updated: 13 May 2025)

1. Introduction

Welcome to Lanuschka Pet Food & Accessories! These Terms and Conditions (“Terms”) govern your use of our online-only pet store website (lanuschkapets.com) and your purchase of products from us. By accessing our site or placing an order, you agree to these Terms.

We are an online retailer based in South Africa, selling dog food and pet accessories nationwide. Our contact details are:

• Phone: 066 273 8595
• Email:
• order@lanuschkapets.com (orders and support)
• info@lanuschkapets.com (general inquiries)
• management@lanuschkapets.com (escalations)

Our Commitments:

• Secure Payments: We use encrypted, PCI-DSS-compliant payment systems, as required by South African law. Your credit card and personal data are protected during transactions. We do not store your payment details.
• Active Customer Support: We maintain an active help desk for all customers. You can reach out via phone or email, and we strive to respond promptly to assist with orders, product advice, or any concerns.
• Pet Nutrition Focus: Over 50% of our product range is pet food, ensuring we stay knowledgeable about pet health and comply with industry standards for authorized pet food retailers.

2. Use of the Website

• Age Requirement: You must be at least 18 years old, or be using the site under the supervision of a parent/guardian, to make purchases.
• Lawful Purpose: You agree to use our website only for its intended purpose (browsing products, placing legitimate orders, obtaining information/support). Any fraudulent activity, harassment, or misuse is prohibited.
• Account Security: When you create an account, you agree to provide accurate, up-to-date information. You are responsible for maintaining the confidentiality of your login details and for all activities under your account. Contact us immediately if you suspect unauthorized use.

We reserve the right to suspend or terminate access if we suspect site abuse or violation of these Terms.

3. Product Information and Pricing

• Accuracy of Information: We endeavor to display product descriptions, images, and pricing accurately. All prices are in South African Rand (ZAR) and include VAT where applicable.
• Pricing Errors: If a pricing error occurs or a product is listed incorrectly, we reserve the right to correct it. We will contact you for instructions or cancel/refund your order if necessary.
• Stock Availability: Product availability is subject to stock on hand. If an item is out of stock, we will inform you and offer an alternative or refund.

We continuously update our inventory with popular brands (e.g., Royal Canin, Omega, Eukanuba, Amigo, Ultra Dog, Montego, Hill’s). Trademarks and logos on our site are used only for product identification.

4. Orders and Payment

• Order Process: Placing an order and completing payment constitutes an offer to buy. Order acceptance occurs when we dispatch the product. We may decline or cancel an order for reasonable reasons (e.g., suspected fraud, payment issues, stock limits) and will refund any prior payment if so.
• Payment Methods: We accept major debit/credit cards and other secure electronic payment methods. Payment is encrypted and PCI-DSS compliant. Your card may be charged upon order completion or dispatch.
• No Cash on Delivery: All orders must be paid in full before shipping. We do not offer COD since we are online-only.

5. Shipping and Delivery

• Nationwide Shipping: We ship within South Africa using reputable couriers. We aim to process and dispatch orders within 1–2 business days after payment confirmation.
• Delivery Timeframe: Usually 2–5 business days for main centers, with longer lead times for remote areas. You will receive a tracking number via email once shipped.
• Delivery Address: A physical address is required (no P.O. boxes); someone should be available to receive the package on weekdays (no weekend/public holiday deliveries).
• Shipping Fees: Calculated at checkout based on location and order weight/size. We may offer free or flat-rate shipping promotions.
• Risk & Ownership: Ownership transfers to you once payment is received and the item is dispatched. Risk of loss/damage in transit remains ours until you or your designated recipient takes possession.
• Delivery Issues: We will notify you of any delays. Orders must be fulfilled within 30 days unless otherwise agreed.
• International Shipping: We currently do not ship outside South Africa.

(For more details, refer to our Shipping Policy below.)

6. Returns and Refunds

• 7-Day Cooling-Off: Under Section 44 of the Electronic Communications and Transactions Act (ECTA), you may return an unused product within 7 days of receiving it (“change of mind”), unless excluded for hygiene/safety reasons.
• Defective/Damaged Products: Under the Consumer Protection Act (CPA), defective or damaged products may be returned within 6 months for a replacement or refund, at no cost to you.
• Wrong Item Delivered: Notify us within 7 days. We will correct the mistake at no cost (pick up wrong item, deliver the correct one).
• Palatability/Satisfaction Guarantees: Most foods (Hill’s, Royal Canin, Eukanuba, Ultra Dog, etc.) carry a manufacturer-backed 100% satisfaction or palatability guarantee. You can return opened bags if your pet refuses the food. A reasonable amount of product (usually ≥50%) must remain, and original packaging plus proof of purchase must be provided.

(For more details, see our comprehensive Returns and Refunds Policy.)

7. Customer Support & Pet Nutrition Advice

We offer general advice on pet nutrition and product choices via email or phone. While we have expertise in pet nutrition, our advice does not replace professional veterinary advice. For specific health concerns, consult your veterinarian.

8. Privacy and Data Protection

Your privacy is crucial to us. Please review our Privacy Policy (part of these Terms) for details on how we collect, use, and protect your data in accordance with the Protection of Personal Information Act (POPIA).

9. Intellectual Property

All content on our site—including text, images, graphics, logos, and software—is owned by Lanuschka Pet Food & Accessories or our content suppliers and is protected by intellectual property laws. You may not reproduce or distribute any site content for commercial purposes without our written permission.

Brand names/logos (Royal Canin, Hill’s, etc.) are trademarks of their respective owners, used here for identification. Using our site does not grant you any right to these trademarks beyond viewing product info.

10. Liability Limitation

• Indirect Damages: Lanuschka Pet Food & Accessories is not liable for any indirect, incidental, or consequential damages arising from your use of our site or purchase of products.
• Events Beyond Control: We are not liable for delays or issues caused by force majeure events, courier strikes, or technical problems beyond our control, though we will do our best to rectify and keep you informed.
• Product Issues: We cannot accept liability for misuse of products or unforeseen adverse reactions in pets. If your pet has an adverse reaction, discontinue use and consult a vet. We will facilitate a refund or return if applicable under our policies, but we are not responsible for veterinary fees or third-party damages beyond what South African consumer law requires.
• Website Availability: We do not guarantee uninterrupted or error-free use of our website. You are responsible for securing your own devices and using appropriate antivirus software.
• Statutory Rights: Nothing in these Terms is intended to limit or exclude any rights you have under the CPA or other applicable laws.

11. Changes to Terms

We may update or modify these Terms occasionally to reflect changes in our operations or the law. Updates are effective upon posting the revised Terms on this page, with a new effective date. For significant changes, we may also notify registered customers via email. Your continued use of our site after changes indicates acceptance.

12. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of South Africa. Should any dispute arise, we will first attempt amicable resolution. If unresolved, the dispute may be submitted to the relevant South African courts or consumer dispute-resolution bodies. By using our site, you consent to the jurisdiction of South African courts.

13. Miscellaneous

• Electronic Communications: By using our site and sending us emails, you consent to receiving electronic communications (email, site notices) from us.
• Severability: If any provision is deemed invalid or unenforceable, the remainder of these Terms remains in effect.
• Entire Agreement: These Terms (plus our Privacy Policy, Refund Policy, and Shipping Policy) constitute the entire agreement between you and Lanuschka Pet Food & Accessories regarding the website and product purchases.
• No Waiver: Failure to enforce any part of these Terms does not waive our right to enforce that part later.
• Contact: For queries about these Terms, please email info@lanuschkapets.com or call 066 273 8595.

Thank you for trusting Lanuschka Pet Food & Accessories. We appreciate your business and look forward to serving you and your pets!