Refund policy

Refund & Returns Policy

At Shada Pets, we want you to be satisfied with your purchase. If you are not entirely happy, please review our refund and returns policy below.

Returns Window

You may return eligible products within 14 calendar days of receiving your order.

Eligibility for Returns

To qualify for a return, the item must:

  • Be unused, unopened, and in the same condition as received
  • Be in the original packaging
  • Include proof of purchase (order number or receipt)

For hygiene and safety reasons, certain items may not be eligible for return once opened. Please check individual product descriptions for exclusions.

How to Initiate a Return

To start a return, please follow these steps:

  • Email us at customer@shadapets.co.za
  • Include your order number and reason for return
  • Wait for return authorisation before sending the item back

Returns sent without prior authorisation may not be accepted.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to a faulty, damaged, or incorrect item, in which case Shada Pets will cover return shipping.

Refund Process

Once your returned item is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds will be processed within 3–5 business days
  • Refunds will be issued to the original payment method

Please note that original shipping fees are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original purchase for a refund and place a new order.

Late or Missing Refunds

If you have not received a refund after confirmation:

  • Check your bank or payment provider first
  • Then contact us at support@shadapets.co.za if you still need assistance

Sale Items

Sale or discounted items are subject to the same return conditions unless otherwise stated on the product page.

Consumer Protection Act

This policy complies with the South African Consumer Protection Act (CPA). Nothing in this policy limits your statutory rights.

Contact Us

For questions about returns or refunds, please contact:

📧 customer@shadapets.co.za
📞 074 953 188(WHATSAPP)