Returns and Refund Policy
At Vet Products Online, we aim to ensure that all orders are supplied correctly and that products arrive in good condition.
This policy explains our procedures for cancellations, returns and refunds in accordance with applicable South African consumer protection legislation.
1. Order Cancellations
Customers wishing to cancel an order should contact us as soon as possible.
Orders that have not yet been dispatched may generally be cancelled for a full refund.
Once an order has been dispatched, the applicable returns policy and statutory consumer rights will apply.
2. Change-of-Mind Returns
Customers may request a return within seven calendar days of receiving their order, subject to applicable statutory exceptions.
Return Conditions
To qualify for a change-of-mind return under our voluntary returns policy, products must be:
- Unused and unopened.
- In their original packaging, with all seals intact.
- Complete with all accessories and components.
- In a condition suitable for resale.
Return Costs
Customers are responsible for the direct cost of returning products where permitted by law.
No administration or restocking fee will be charged for returns made under the statutory cooling-off provisions of the Electronic Communications and Transactions Act (ECTA).
Where statutory cooling-off rights apply, these take precedence over any additional conditions in this policy.
3. Non-Returnable Items
The following products are generally excluded from our voluntary change-of-mind returns policy:
- Special Buy products: Items explicitly marked as “Special Buy” on our website.
- Vaccines and cold-chain products: Products requiring temperature-controlled storage or transport where product integrity cannot be assured following delivery.
- Perishable products: Products that deteriorate or expire rapidly.
- Opened or used animal health remedies: Products that have been opened, used or have broken or tampered safety seals where their integrity cannot be verified.
These exclusions apply only to the extent permitted by law and do not affect customers’ statutory cooling-off rights, where applicable, or their rights relating to defective, damaged, unsafe or incorrectly supplied products.
4. Incorrect, Damaged or Defective Products
If an order arrives damaged, incomplete or incorrect, customers should contact us as soon as reasonably possible.
Information to Provide
Please provide:
- Order number.
- Description of the issue.
- Photographs of the product and packaging, where possible.
- Batch number and expiry date, where relevant.
Statutory Rights Under the CPA
Under the Consumer Protection Act (CPA), qualifying defective or unsafe products may be returned within six months of delivery.
Where the CPA’s implied warranty applies, customers are entitled to the applicable statutory remedy, including a refund, repair or replacement at their election.
Where a return is required under these provisions, Vet Products Online will bear the return costs.
5. Cold-Chain and Temperature-Sensitive Products
Vaccines and certain other animal health products require controlled storage and transport to maintain their integrity.
Change-of-mind returns are generally not accepted for these products where their temperature history and storage conditions cannot be verified, subject to applicable statutory rights.
If a cold-chain product arrives damaged, incorrectly supplied or with suspected temperature-control failure, customers should contact us promptly.
Customers should retain the original packaging and follow the product’s storage instructions while the matter is investigated.
Where a product is defective, unsafe or incorrectly supplied, the applicable statutory consumer rights will be honoured.
6. How to Request a Return
Customers wishing to return a product should contact our customer service team.
Email: support@vetproductsonline.co.za
Telephone: 033 263 1608
WhatsApp: 078 945 5615
Please include the order number and reason for the return.
Our team will provide instructions for returning the product.
Customers are encouraged to contact us before sending products back so that suitable arrangements can be made, particularly for animal health remedies.
This procedure does not limit any statutory right to return goods.
7. Refunds
Refunds will be processed using the original payment method where reasonably possible, or by another agreed method.
ECTA Cooling-Off Cancellations
For cancellations under ECTA’s statutory cooling-off provisions, a full refund of payments made will be processed within 30 days of cancellation. Customers may be responsible for the direct cost of returning the goods.
Other Approved Returns
For other approved returns, refunds will be processed within the applicable statutory period or, where no specific period applies, within a reasonable time after the return has been assessed.
No administration, handling or restocking fee will be charged where prohibited by law.
8. Consumer Rights
Nothing in this policy limits or excludes any rights afforded to consumers under applicable South African legislation, including:
- Consumer Protection Act 68 of 2008.
- Electronic Communications and Transactions Act 25 of 2002.
Where statutory consumer rights differ from the conditions outlined in this policy, the applicable legislation will take precedence.
9. Contact Information
Address
Vet Products Online (Pty) Ltd
6 Zuyberink, 50 Lawrence Road
Mooi River, 3300
KwaZulu-Natal, South Africa
Contact Details
Email: support@vetproductsonline.co.za
Telephone: 033 263 1608
WhatsApp: 078 945 5615
Business Hours
Monday to Friday, 07:30–16:00, excluding public holidays.