Refund policy

Effective Date: 6 October 2025

1. Our Commitment

Pooch Parcels (“we”, “our”, “us”) is committed to providing high-quality products for your pets. If you are not satisfied with your order, this policy explains how we handle returns, exchanges, and refunds.

2. Eligibility for Returns

You may request a return or replacement if:

  • The product is damaged, defective, or incorrect on delivery

  • The product does not match the description on our website

All return requests must be made within 7 days of delivery.

Note: For hygiene reasons, we cannot accept returns for opened consumable products (e.g., dog treats), unless they are damaged or defective.

3. How to Request a Return

To request a return, please:

  1. Email info@poochparcels.co.za with your order number and a brief description of the issue.

  2. Include photos of damaged or incorrect items (if applicable).

We will review your request and provide instructions on how to return your items.

4. Refunds and Exchanges

  • Damaged or incorrect items: We will replace or refund the affected items at no extra cost.

  • Refunds: Approved refunds will be processed within 7–10 business days using the original payment method.

  • Exchanges: If you choose to exchange an item, we will ship the replacement as soon as possible at no additional cost.

Note: Shipping costs for standard deliveries are non-refundable, except when the item is damaged or incorrect.

5. Shipping Returns

Customers are responsible for ensuring returned items are shipped securely. We recommend using a trackable courier service.
We are not responsible for items lost or damaged during the return shipment unless agreed otherwise.

6. Contact Information

For all returns, exchanges, or refund queries, please contact:
📧 info@poochparcels.co.za