Refund policy

Order Cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us on hello@petsplanet.co.za within 15 minutes. Once the packaging and shipping process has started, it can no longer be cancelled.

 

Return Shipping

Customers can either take it upon themselves to courier the products back to our warehouse and take full responsibility should it not arrive. You will then only be charged the following processing & restocking fees, as per our shipping policy:

Gauteng - R100 for the first product + R50 for each additional product returned.

Rest Of South Africa - R200 for the first product + R100 for each additional product returned.

Or, we can get our couriers to pick up the product/order, but the customer will be responsible for paying the following return shipping, processing & restocking fees, as per our shipping policy:

Gauteng - R200 for the first product + R100 for each additional product returned.

Rest Of South Africa - R350 for the first product + R150 for each additional product returned.

  

Exchanges

To be eligible for an exchange, your item MUST be in the same condition that you received it: Unworn, Unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

If at all Used, Dirty, Smelly, and/or Damaged; due to the wear & tear nature of the product - we cannot exchange.

To start an exchange, you can contact us at hello@petsplanet.co.za. If your exchange is accepted, we’ll send you a return shipping label, details for courier collection, as well as instructions on how to pay for the return shipping, processing & restocking fees per return order, as per our shipping policy; and the balance of the new product (If Applicable). Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@petsplanet.co.za.

 

Refunds

We offer a 30-Day money-back Refund Guarantee on all products from date of delivery.

To be eligible for a refund, your item MUST be in the same condition that you received it: Unworn, Unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

If at all Used, Dirty, Smelly, and/or Damaged; due to the wear & tear nature of the product - we cannot refund.

To start a refund, you can contact us at hello@petsplanet.co.za. If your refund is accepted, we’ll send you a return shipping label and details for courier collection. Return shipping, processing & restocking fees will be taken out of the refunded balance, as per our shipping policy (If Applicable). Items sent back to us without first requesting a refund will not be accepted. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded within 10-working days via your original payment method of choice - PayFast, PayFlex, Yoco, Ozow or EFT. Please remember it can take some time for your bank or credit card company to process and post the refund too, once it's been processed on our side.

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • the returned bed is at all Used, Dirty, Smelly and/or Damaged.

You can always contact us for any refund question at hello@petsplanet.co.za. 

 

IREMIA Dog Bed LIFETIME Bed Replacement Warranty

We offer an optional LIFETIME Bed Replacement Warranty on the IREMIA Dog Bed.

To be eligible for a bed replacement, the lifetime bed replacement warranty needs to be bought with the IREMIA Bed within the allocated drop-down for it to be viable, and will only be viable on that particular bed it was bought with.

NOTE: While you will receive a replacement bed of the same size - there is no guarantee on the same colour bed; you will have an option based on what's available.

To start a replacement, you can contact us at hello@petsplanet.co.za. We’ll send you a return shipping label, and details for the courier collection of your previous old bed. You will not be subject to paying return shipping fees. During this time we will send you your brand-new replacement bed.

    You can always contact us for any warranty questions at hello@petsplanet.co.za. 

     

    Damages and issues

    Please inspect your order upon reception and contact us on hello@petsplanet.co.za immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right, ON US, ASAP.

     

    Exceptions / non-returnable items

    Certain types of items cannot be returned, like perishable goods (such as food) & custom products (such as special orders or personalized items). Please get in touch with us on hello@petsplanet.co.za if you have any questions or concerns about your specific item.



    Unfortunately, we cannot accept returns on sale items or gift cards.