Returns & Refund Policy

1. WHAT ITEMS ARE ELIGIBLE FOR RETURN

We accept returns of items that are new, unused, and in their original packaging with all tags and labels attached, unless the product listing states otherwise. Items must match the condition described in your proof of purchase.

Examples of eligible returns

• Unopened pet accessories and toys in original packaging.
• Unused grooming tools and non‑perishable supplies.

Items that may not be eligible

• Opened consumables (food, treats, supplements) unless faulty.
• Personalised or custom items unless defective.
• Items marked non‑returnable in the product listing.

2. RETURN TIMEFRAMES

All returns must be postmarked within seven (7) days of the purchase date unless a different return window is specified on the product page. Some categories or promotional items may have shorter or longer return periods; check the product listing for details.

3. HOW TO START A RETURN

To begin a return:

1. Email orders@petunion.co.za with your order number, the item(s) you wish to return, and the reason for return.
2. We will respond with a Return Merchandise Authorisation (RMA) number and return instructions, including the correct vendor (pet shop) return address.
3. Pack the item securely in its original packaging, include proof of purchase and the RMA number, and ship to the vendor address provided with the RMA.

Do not send returns without an RMA number; unapproved returns may be refused or delayed.

4. RETURN ADDRESS AND WHERE TO SEND RETURNS

Returns must be sent to the pet shop you purchased from. When you request an RMA we will confirm the correct return address for that specific pet shop. The return label and address will read:

Return to the pet shop you purchased from
Attn: Returns
RMA # [your RMA number]
[Pet shop name and address as provided by that pet shop]
[City], [Postal code]
South Africa

This means you must return the item to the physical address of the vendor (pet shop) that sold the product. If you are unsure which pet shop fulfilled your order, contact orders@petunion.co.za and we will confirm the vendor and the correct return address.

5. RETURN SHIPPING AND COSTS

• Customer‑paid returns: Unless we authorise a prepaid return (for example, for defective items), you are responsible for return shipping charges.
• Recommended shipping method: Use a trackable shipping method and retain your tracking number until the return is processed. We are not responsible for returns lost in transit if you do not use a trackable method.
• Restocking fees: Some vendors may apply a restocking fee for non‑fault returns; we will disclose any such fees when issuing the RMA.

6. INSPECTION AND PROCESSING

After the pet shop receives your return, they will inspect the item to confirm it meets the return criteria. Please allow at least seven (7) days from the date the vendor receives the return for inspection and processing.

If the item fails inspection (for example, it is used, damaged, or missing parts), the vendor may refuse the return or offer a partial refund. We will notify you by email of the inspection outcome.

7. REFUNDS AND STORE CREDIT

• Refunds: If your return is approved, the vendor will issue a refund to the original payment method. Refunds may take 1–2 billing cycles to appear on your credit card statement depending on your card issuer.
• Store credit: Some vendors may offer store credit or exchanges instead of refunds; this will be stated in the RMA instructions.
• Notification: We will notify you by email when your return has been processed and the refund or credit has been issued.

8. EXCEPTIONS AND NON‑RETURNABLE ITEMS

Certain items are not eligible for return unless faulty. These commonly include:

• Opened pet food, treats, supplements and other consumables.
• Personalised or custom items.
• Clearance or final‑sale items explicitly marked as non‑returnable.

If you believe an exception should apply (for example, the item is defective), contact orders@petunion.co.za for assistance.

9. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a defective or damaged product:

1. Contact orders@petunion.co.za immediately with photos of the damage and your order number.
2. We will provide instructions for a return or replacement and may issue a prepaid return label where appropriate.
3. Defective items returned in accordance with the RMA will be refunded or replaced at the vendor’s discretion and in line with applicable consumer protection laws.

10. EXCHANGES

If you want to exchange an item for a different size, colour or product:

• Request an exchange by emailing orders@petunion.co.za.
• Exchanges are subject to availability and may require a separate order for the replacement item.
• Follow the RMA process and return the original item to the vendor’s address as instructed.

11. LOST OR DELAYED RETURNS

If your return is delayed or lost in transit:

• Check the tracking number with the carrier.
• If the carrier confirms loss, contact orders@petunion.co.za with your proof of postage and tracking details. We will work with the vendor and carrier to resolve the issue.
• Note that liability for lost returns shipped without tracking rests with the sender.

12. VENDOR RETURNS AND MULTI‑VENDOR MARKETPLACE RULES

Pet Union is a multi‑vendor marketplace. Each vendor (pet shop) is responsible for:

• Handling returns for items they sold, including inspection, refunds, exchanges and any restocking fees.
• Providing accurate return addresses and RMA instructions when a return is requested.
• Complying with applicable consumer protection laws.

When you request a return, we will identify the vendor that fulfilled your order and provide the vendor’s return address and instructions. If you have a dispute with a vendor about a return, contact orders@petunion.co.za and we will assist in resolving the issue.

13. CONTACT US

For return requests, questions or disputes contact:

BLUENOVA INTERNET AND AI SOLUTIONS
Email: orders@petunion.co.za or support@petunion.co.za

Provide your order number, item details and a brief description of the reason for return to help us process your request quickly.

14. RELATED DOCUMENTS

This Returns Policy covers returns, refunds and exchanges only. For other policies see:

• Privacy Policy
• Terms & Conditions
• Cookies Policy
• Vendor Privacy Addendum