Refund policy

All sales are final. PetNest SA does not accept returns or issue refunds for change of mind, 
incorrect size or colour selected by the customer, or any reason other than those required 
by the Consumer Protection Act 68 of 2008 (CPA).

1. Statutory Rights – What the Law Requires

Nothing in this policy removes your rights under the CPA:

Section 56 – Defective Goods Warranty:
All goods carry a 6-month implied warranty against defects from the date of delivery. 
A "defect" means a material imperfection in manufacture or a characteristic that makes the 
product less acceptable than reasonable consumers would expect. If a product is proven 
defective within 6 months of delivery, our preferred remedy is an exchange for the same 
or equivalent product. Where an exchange is not possible due to stock unavailability, 
a repair or refund will be offered in accordance with the CPA.

Section 20 – Direct Marketing:
If you purchased goods as a result of direct marketing, you may return the goods within 
5 business days of delivery. Our preferred remedy in this case is an exchange. Where an 
exchange is not possible, a refund will be issued.

2. What Is Not Covered

The following do not qualify for an exchange or refund:

• Change of mind or buyer's remorse
• Incorrect size, colour, or variant selected by the customer at checkout
• Damage caused by the customer after delivery (misuse, drops, water damage, etc.)
• Normal wear and tear
• Dissatisfaction with results where the product functions as described
• Products that have been used, washed, or assembled

3. How to Request an Exchange for a Defective Item

If you believe your product is defective under Section 56 of the CPA:

Step 1: Contact us within 7 days of discovering the defect at petnestsa@gmail.com.
Step 2: Provide your order number, a detailed description of the defect, and clear 
photographs or video evidence.
Step 3: We will assess the claim within 5 business days. If the defect is confirmed, 
we will arrange return collection at our cost and dispatch an exchange item.

Defect claims submitted without photographic evidence, or after 6 months from the 
delivery date, will not be accepted.

4. Exchange Shipping

For confirmed defective items, PetNest SA covers all shipping costs for both the 
return and the exchange dispatch. For all other circumstances, no returns or exchanges 
are accepted.

5. No Cash Refunds

PetNest SA does not issue cash or card refunds except where required by law and where 
an exchange or replacement is not possible due to stock unavailability.

6. Cancellations

Orders may be cancelled before dispatch by contacting petnestsa@gmail.com immediately. 
Once dispatched, an order cannot be cancelled. No refund or exchange will be issued for 
dispatched orders except where a confirmed defect applies under Section 56 of the CPA.

7. Contact Us

Email: petnestsa@gmail.com
Website: www.petnestsa.co.za