Last updated: 21 January 2021
If, for any reason, You are not completely satisfied with a purchase You are always welcome to return or exchange the Products purchased at petloversmarket.co.za. Please review Our policy below to understand the necessary conditions.
Upon receiving the Goods You have 7 days to decide if an item is right for You. If the item(s) is not right for You, it must be returned to PetLoversMarket 152 De Waal Rd, Southfield, Cape Town, 7800 in proper condition and in the manufacturer’s packaging unless returned as faulty or damaged.
| 1: | Terminology |
| To the best of its ability, petloversmarket.co.za does not use any ambiguous or misinterpretable terminology. “We”, “Our”, “Us”, “Website”, “Site” or “PLM” refers to petloversmarket.co.za for use of the services and products provided on the petloversmarket.co.za website “You”, “User”, “Customer”, “Buyer” or “Member” refers to an individual who has purchased or intends to purchase products and/or services through PLM. “Member” refers to an individual who has registered on PLM and has an activated Profile. “Profile” refers to the information We have recorded regarding a Customer, Buyer and/or Member. “Goods” and “Product(s)” refers to the products and items We sell through PLM. “Order” means a request by You to purchase Goods from Us. | |
| 2: | Returning a Damaged or Faulty Item |
| We are sorry that you received a damaged or faulty item. We do our best to ensure that the Products we deliver to you are of high quality and without defects. What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Should a Product be damaged at the time of delivery/collection, please notify Us of such delivery/collection and ensure the delivery waybill is endorsed to state the damage. Please email us at [email protected] to inform us of the damaged or faulty item. In the email please attach photos of how the item is damaged or faulty and provide in writing: – The Order reference we provided you for the Goods purchased which included the damaged or faulty item(s) – The name of the specific Product(s) that is damaged or faulty – How the Product is damaged or faulty We will then arrange to collect the product from You at no charge. Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to Us – regardless of whether You request a replacement or a refund. Our courier is entitled to refuse the collection of a product that is not properly packaged for transport. Once We have inspected the Product and validated your return, We will refund You as specified in the Refund Options section of Our Return and Refund Policy. Notwithstanding the aforegoing, the Company shall have no liability or obligation to the Customer in respect of any Goods: which have been subjected to abuse, misuse, improper use, negligence, accident, alteration or tampering at the hands of the Customer; and/or where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit You; and/or faults resulting from normal wear and tear; and the Customer hereby indemnifies the Company accordingly. | |
| 3: | Returning an Incorrect Item |
| If one of the items You received is not what you ordered or is erroneously in lieu of a Product You did order but have not received, Please email us at [email protected] to inform us of the return of the incorrect Product(s). We will then either inform You that You may keep the incorrect item or arrange to collect the product from You at no charge. If it is the latter case, please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the incorrect item when You return it to Us – regardless of whether You request a replacement or a refund. If the incorrect item is erroneously in lieu of a Product You did order but have not received We will proceed with the Refund Options section of this policy. | |
| 4: | Returning an Unwanted Product |
| Buyers are entitled to a full refund should they cancel a purchase before it has been sent for delivery. Once a Buyer has received the Products, they are entitled to a cooling-off period of 7 days during which they may return the Products and receive a full refund. However, the means and cost of returning the product to petloversmarket.co.za as well as risk will be borne by the Buyer and the Buyer will ensure the Product is returned to PLM with minimal use and/or damage. You should therefore take reasonable care of the purchased Goods while they are in Your possession. The cooling-off period does not apply to: Goods which have been partly or wholly consumed; Goods made to Your specifications or clearly personalized; Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over; Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery; Goods which are, after delivery, according to their nature, inseparably mixed with other items; Goods which are digital content not supplied on a tangible medium if the performance has begun with Your prior express consent and You have acknowledged Your loss of cancellation right. Please email us at [email protected] to inform us of the return of the unwanted Product(s). In the email provide in writing: – The Order reference we provided you for the Goods purchased which include the unwanted Goods – The name of the specific Product(s) that is unwanted – The reference for the courier/postal service You are using to send back the unwanted Product(s) The unwanted Product must be returned: undamaged and unused, with the original labels and stickers still attached; in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable); not missing any accessories or parts. Should any of the aforementioned criteria not be met We reserve the right to refuse the returned Product. If this is the case, a refund is not applicable and We will inform the Buyer of such. However, if so desired by the Buyer We will send the refused returned Product back to the Buyer at Our own cost. Any other refund request will be considered on a case-by-case basis, and no guarantees will be made before all the facts have been considered. Once We have inspected the Product and validated your return, We will refund You as specified in the Refund Options section of Our Return and Refund Policy. | |
| 5: | Refund Options |
| We offer several methods of compensation for a returned item if the Product is undamaged and the package is in proper condition: – Replacement. We will replace the item with another one of same or better quality, different size (if requested), or colour (if requested). – Money refund. We will return the cost of the item You spent to purchase. – Gift card. We will give a Gift card equal to the cost of the item (or larger) to be used on our Site with another purchase. Although you are free to choose the preferred compensation, We reserve the right to change the list of available compensation options depending on the items returned, customer location, banking peculiarities, or other reasons creating difficulties or inconveniences whether for PLM or for You. We will endeavour to refund the Buyer as soon as possible with a maximum delay of thirty (30) days on which We receive the returned Goods. |