Refund policy

At Pet Vault, we want you and your pet to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer free 60-day returns on eligible products purchased through our website.

60-Day Free Returns:

Eligible products may be returned within 60 days from the date of delivery.

Pet Vault covers the cost of return shipping for all approved returns, meaning you will not be charged to send your item back to us.

Return Eligibility:

To qualify for a return, your item must meet the following conditions:

  • The return request must be submitted within 60 days of delivery.
  • The product must be unused or only minimally used for inspection purposes.
  • The item must be clean and free from excessive wear, damage, pet hair, stains, odours, or alterations.
  • The product must be returned with all original accessories, manuals, and components.
  • The item should be returned in its original packaging where reasonably possible.
  • Proof of purchase or your order number must be provided.

Pet Vault reserves the right to inspect all returned items before approving a refund or exchange.

Items That Cannot Be Returned:

For hygiene and safety reasons, we cannot accept returns for:

  • Products that have been excessively used or damaged after delivery.
  • Items damaged through misuse, neglect, accidents, or improper handling.
  • Products that have been modified or altered.
  • Gift cards or promotional vouchers.
  • Any item specifically marked as non-returnable at the time of purchase.

How to Request a Return:

Follow these simple steps to request a return:

  1. Contact our support team within 60 days of receiving your order.
  2. Provide your order number and briefly explain the reason for your return.
  3. If applicable, include photographs showing the condition of the product.
  4. Our support team will review your request and provide return instructions.
  5. Once approved, we will arrange the return collection or provide the necessary shipping instructions at no cost to you.
  6. Carefully package the item to prevent damage during transit.

Inspection and Refunds:

Once your returned item has been received, it will be inspected to ensure it meets our return eligibility requirements.

If your return is approved, your refund will be processed using your original payment method.

Please allow several business days for your financial institution to process the refund after it has been issued.

Exchanges:

If you received a defective, damaged, or incorrect product, we will gladly arrange a replacement where stock is available.

If a replacement is unavailable, you may choose to receive a full refund.

Damaged or Incorrect Orders:

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible after delivery.

Include your order number together with clear photographs of the product and packaging so we can resolve the issue promptly.

Contact Us:

If you have any questions regarding returns, exchanges, or refunds, please contact our support team.

Email: support@petvault.co.za

Mobile: +27 76 974 8035