Refund policy

Dr Muti CC t/a Pets Vet Animal Clinic (referred to as "the CC", "our", "we" & "us")

YOUR CONTINUED USE OF THIS WEBSITE AND/OR OUR SERVICES INDICATES THAT YOU HAVE BOTH
READ AND ACCEPT THIS POLICY AND ALL RELATED TERMS AND CONDITIONS OR POLICIES:
See: Customer Terms and Conditions of Service
See: Website and Terms of Use and General Privacy Policy:

1. INTRODUCTION

1.1 This Returns Policy forms part of our Customer Terms and Conditions of Service. ("Ts&Cs"). All
capitalised terms herein shall be as per their defined meaning under the Ts&Cs
1.2 Nothing in this Returns Policy is intended to contravene any provisions of the Consumer
Protection Act, 2008 ("CPA"), the Electronic Communications and Transactions Act, 2002 ("ECT
ACT") or any similar legislation in the applicable jurisdiction and it must be treated as being
qualified, to the extent necessary, to ensure compliance with all applicable laws.

2. CANCELLATIONS

2.1 You are entitled to cancel any Good’s order/s prior to the delivery or collection of the Goods, provided
that you effect such cancellation before you receive a dispatch or delivery/collection notice. In such
cases of cancellation, the CC will, within a reasonable time, refund you the amounts that it already
received in respect of the relevant Goods and such will not fall under the provisions of this Returns
Policy.
2.2 All other returns made after the Goods are delivered or collected, will have to be returned in accordance
with this Returns Policy.

3. CIRCUMSTANCES WHERE RETURNS ARE ALLOWED:
3.1 Goods may be returned in the following instances, where:
3.1.1 the Goods delivered are incorrect;
3.1.2 you no longer want the Goods that have been delivered or collected (collectively
("deliver/delivery/delivered"); and/or
3.1.3 the Goods delivered are defective.

4. INCORRECT DELIVERIES OF GOODS
4.1 Where we accidentally deliver incorrect Goods to you, you must notify us as soon as possible and we
will collect the Goods from you at no charge (subject to the below Conditions for Goods to be Returned).
4.2 Once we have inspected the Goods and validated their return, and you will be able to select: to have the
correct Goods delivered to you (if available); to have your account credited or to be fully refunded within
30 (thirty) days.

5. UNWANTED GOODS ("COOLING OFF")
5.1 Where you qualify as a consumer under the ECT Act, you can change your mind and return any Goods
within 7 (seven) days of delivery of the Goods.
5.2 The return of all Goods will be subject to the below:
5.2.1 the Conditions for Return; and
5.2.2 the Excluded Goods.
5.3 In all other cases Goods can only be returned where they are defective.

6. EXCLUDED GOODS
6.1 The following Goods are excluded from the ambit of this Returns Policy:
6.1.1 foodstuff, beverages or other Goods intended for everyday consumption;
6.1.2 Goods that are likely to deteriorate rapidly;
6.1.3 Goods that have been clearly personalised or made to your specifications and/or special order
Goods;
6.1.4 Goods that by their nature cannot be returned (including but not limited to vaccines);
6.1.5 Goods that are marked as sale items;
6.1.6 gift cards that have been purchased in lieu of Goods; and/or
6.1.7 any other instance where Goods are expressly noted on the Website as being excluded from Return,
which will be displayed prior to checkout and final payment.

7. CONDITIONS FOR RETURN
7.1 In order for Goods to be returned they need to be:
7.1.1 undamaged and unused;
7.1.2 in their original packaging; and
7.1.3 not missing any accessories or parts.
7.2 The only exception to this is where an express provision is made to the contrary on the Website in/when
procuring of the Goods. Where there is no express mention of any such exception none shall be implied
or presumed.
7.3 Goods sent back to the CC prior to/without following the correct procedure provided for in clause 10 will
not be accepted.

8. DEFECTIVE GOODS
8.1 All Goods must be inspected immediately following their delivery for quantity variances and defects.
8.2 As far as is legally permissible, the following (non exhaustive list) shall NOT be regarded as
defects and will not entitle you to a return:
8.2.1 Goods that comply with their specification (if applicable);
8.2.2 damage or fault arising from normal wear and tear;
8.2.3 damage from a failure to adequately care for the Goods;
8.2.4 damage from negligence, abuse or incorrect use of the Goods;
8.2.5 damage from any unauthorised alterations or modifications to the Goods; and
8.2.6 Goods that are not fit for purpose (unless this is expressly notified by you and agreed in writing
upfront).
8.3 Any complaints regarding an alleged defect in the Goods needs to be handled in accordance with
clause 10 below and in the case of:
8.3.1 patent (visible/evident) defects: notified to us within 3 (three) days of delivery; and
8.3.2 latent (hidden) defects notified no later than 7 (seven) days after discovery of the defect;
but in any event no later than 6 (six) months after delivery of the Goods.
8.4 The Goods supplied shall otherwise be considered free of defects.
8.5 Subject to applicable law, this clause constitutes your exclusive remedy and our/the only liability
in respect of defects in the Goods and for the avoidance of doubt is subject to any agreed
limitations or exclusions of liability.

9. CHOICES WHEN RETURNING GOODS
9.1 When Goods are returned, to the extent applicable or required under the CPA, you can select to:
9.1.1 have your account credited;
9.1.2 to be refunded; and/or
9.1.3 have the Goods repaired (where possible) or replaced.
9.2 In most cases, the most efficient option will be to return the Goods, and once accepted, in terms of our
Returns procedure set out in clause 10 below, to make a separate purchase for satisfactory replacement
Goods.
9.3 While we will always strive to carry out your preferred choice, you acknowledged that we cannot
guarantee any preference.
9.4 Further to the extent that you do not fall within the provisions of the CPA or similar legislation the CC will
have the final sole discretion to determine the remedy granted.

10. HOW TO INITIATE A RETURN
All returns must be initiated through info@pets-vet.co.za and provide your order number, delivery date, reason for return
and preferred option (where relevant)]. o

11. GOODS INSPECTION FOLLOWING RETURN
11.1 When Goods are returned to us they will be subject to inspection.
11.2 Should the Goods, in our reasonable discretion, not be suitable for return, we shall not be obliged to
accept such return.
11.3 If the Goods are deemed acceptable for return, then your account with us will be credited or refunded or
the Goods will be repaired (where possible) or replaced.
11.4 As far as is legally permissible, where you return a defective Good and you fail to return the related
accessories and parts sold with the Good, the CC will be entitled (in its sole discretion) to (i) refuse the
return, (ii) to replace only the (portion of the) Good that was returned or (iii) to only credit or refund you
in respect portion of the Goods returned (which value it shall be entitled to estimate in its reasonable
discretion).

12. COSTS FOR RETURNS
12.1 We shall only charge fees on returns as far as such are legally permitted and in certain instances the
CC may charge a reasonable handling fee in respect of a Goods return.
12.2 Further if any Good is returned that does not comply with this Returns Policy, then you may be liable for
reimbursing the CC the collection and handling costs associated therewith.

13. REFUNDS
All refunds will be affected through the Customer’s original payment method – i.e., if you made
payments via EFT your refund will be made into such corresponding bank account, if you made
payment via credit card you will be refunded on the credit card you used and so on.

14. AMENDMENTS
14.1 We may amend this Policy and/or any documents incorporated hereunder by reference from time to
time.
14.2 To the extent permitted by applicable law, any such amendment will come into effect and become
binding when notice is given of the change by publication on our Website. It is your responsibility to
check the website often.
14.3 Your only remedy, should you not agree to such modification will be to refuse acceptance of the
amended or updated Policy/document/Ts&Cs thereby preventing your use of this Website and/or our
Services as appropriate.