Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@southernpets.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@southernpets.co.za.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@southernpets.co.za.

At Southern Pets Aquatics, we want you to be happy with your purchase. If there is an issue with your order, please contact us as soon as possible so we can assist.

This policy applies to products purchased from southernpetsaquatics.co.za.

Returns

You may request a return within 7 days of receiving your order, provided the item is:

  • Unused, unopened, and in its original condition
  • In its original packaging with all accessories, manuals, labels, and parts included
  • Accompanied by proof of purchase, such as your order confirmation or invoice

To request a return, please contact us at:

Email: info@southernpets.co.za

Please include your order number, the item you want to return, and the reason for the return.

Change of Mind Returns

For change-of-mind returns, the product must be unused, unopened, and in a resaleable condition.

The customer will be responsible for the return courier cost unless the product is defective, damaged, or incorrectly supplied. South African online purchases generally include a 7-day cooling-off right under the Electronic Communications and Transactions Act, and the supplier may charge only the direct cost of returning the goods.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, missing parts, or not what you ordered, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos or videos of the item
  • Photos of the packaging, if damaged
  • A short explanation of the issue

If the product is confirmed to be defective or incorrectly supplied, we will arrange a suitable solution, which may include a repair, replacement, exchange, or refund.

Under South Africa’s Consumer Protection Act, consumers have rights where goods are unsafe, defective, or fail within the implied warranty period. The National Consumer Commission explains that section 56 gives consumers the right to return defective goods within 6 months and choose a repair, replacement, or refund where applicable.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on the following items unless they are defective or incorrectly supplied:

  • Opened fish foods, treatments, water conditioners, salts, minerals, and additives
  • Used aquarium equipment, pumps, filters, lights, heaters, and accessories
  • Products damaged due to incorrect use, poor installation, misuse, power surges, dry running, lack of maintenance, or normal wear and tear
  • Special-order items or items ordered specifically for a customer
  • Clearance or final-sale items, unless defective or required by law

Refunds

Once we receive and inspect the returned item, we will notify you whether the refund has been approved.

Approved refunds will be processed to your original payment method. Please allow time for your bank or payment provider to process the refund.

Delivery fees are non-refundable unless the return is due to an error on our side, a defective item, or a damaged item confirmed on arrival.

Exchanges

Exchanges may be offered depending on stock availability. If the item you want is not available, we may offer a refund or store credit.

Warranty Claims

Some products may carry a supplier or manufacturer warranty. Warranty claims are subject to inspection and approval.

Warranties do not cover damage caused by misuse, incorrect installation, power surges, dry running of pumps, water damage where the product is not designed to be submerged, lack of maintenance, or normal wear and tear.