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What you can send back, by when, and how the money comes home.
Last updated 24 August 2026.
In short
If something arrives faulty, damaged, incorrect or never arrives at all, we’ll put it right — repair, replace or refund. We don’t take items back simply because you changed your mind, because much of what we sell is food. Refunds are paid by EFTinto your bank account, in full, and we tell you when it’s done.
The Consumer Protection Act gives you the right to goods that are of good quality, safe, and as described. If something you bought from us fails, is defective, or was not as we described it within six months of delivery, you may return it and choose a repair, a replacement or a refund. This is your right whatever else this page says.
Check your order when it arrives. If we sent the wrong item, it was damaged in transit, or something on the invoice is missing, tell us within 7 daysand we’ll sort it out at no cost to you — we cover the return or collection of anything that is our error, and we replace it or refund it as you prefer.
We do notaccept change-of-mind returns. A large part of what we sell is food and consumables for animals, and once it has left the shop we cannot be sure how it has been stored — so we can’t resell it and can’t take it back. Please buy the size you need, and ask us first if you’re unsure which product suits your pet — that’s what we’re here for.
This does not affect your rights above on goods that are faulty, unsafe, incorrect or not as described.
None of this applies where the item itself was faulty or not what you ordered — those are covered above.
Refunds are paid by EFTinto the bank account you tell us — we do not reverse the payment back onto a card. Where the whole order is at fault or never arrived, the refund includes the delivery fee. Once we’ve agreed a refund we pay it promptly, usually within a few working days, and we let you know when it has gone out. We may ask for the bank details to pay it to.
Prepaid visits are valid for twelve months. You can cancel a visit any time before it is arranged. If we ever can’t carry out a visit you’ve paid for, you can rebook it or we refund the unused visits by EFT. A visit that has already been carried out isn’t refundable, but if something about it wasn’t right, tell us — we’ll make it good.
You can change, skip or cancel a repeat order any time before it is charged, from your account. If a box was charged that you meant to cancel, get in touch — the returns rules above apply to it like any other order.
Message us with your order number and a line on what went wrong — a photo helps for anything damaged. Email info@depetvalley.co.za, WhatsApp +27 64 028 3074, or call +27 65 685 0773. If we can’t resolve it between us, you may refer the matter to the National Consumer Commission.