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Refund and Return Policy

  1. In terms of the Consumer Protection Act, 2008 (CPA), it’s important to note that the rights afforded to customers should not be limited by anything described in this policy.

  2. If you want to cancel your purchase from Wet Nose Animal Rescue Centre or return an item for a refund, you may exercise your right to do so within seven (7) business days of receiving the goods. However, this right only applies to unused goods that remain unopened and in their original packaging. Please note that Wet Nose Animal Rescue Centre is not responsible for any damages caused by you to the product. As a result, any such damages will void the possibility of returning the product or receiving a refund.

  3. If you wish to exercise your right to cancel the purchase, you must send a written notice to Wet Nose Animal Rescue Centre by emailing shop@wetnose.co.za or contacting them directly to discuss your options. The email should include the details of the goods ordered, the delivery particulars, and the order number. Please note that notification by phone will not be sufficient. Wet Nose Animal Rescue Centre will only accept returns of products that can be identified as having been purchased from us, which includes the provision of an order number or other relevant information.

  4. If you decide to cancel your order after receiving the goods, you must return the goods to Wet Nose Animal Rescue Centre at your own expense. Please note that this includes any additional fees necessary to ensure that the package is returned in the same condition as it was received. Please be aware that goods can only be returned after making arrangements with Wet Nose Animal Rescue Centre to ensure that they are properly received upon arrival at our premises.

  5. Please note that if an item becomes damaged in transit to Wet Nose Animal Rescue Centre, we cannot be held liable for such damage, and the risk remains with the customer until we accept delivery of the item. Therefore, we recommend that the customer takes out appropriate insurance for items being sent to Wet Nose Animal Rescue Centre. Wet Nose Animal Rescue Centre will not be liable for any additional costs that you may incur to ensure the timely and safe return of any product.

  6. Please be aware that a refund may be refused if the goods and/or packaging are damaged or lost during transit. Therefore, we recommend that you take appropriate precautions to ensure that the goods are properly packaged and secured before sending them to us.

  7. Once you have notified Wet Nose Animal Rescue Centre of your cancellation of the order and the goods have been returned to us, we will process a refund within 30 days. Please note that the refund will be issued in the same form of payment that was used to make the original purchase, unless otherwise agreed upon. If you plan on purchasing a different item from our store, we recommend that you request an online store credit that can be used in the future. This will allow you to use the credit towards the purchase of a different item and may be more convenient than obtaining a refund.

  8. If Wet Nose Animal Rescue Centre incurs any delivery or collection costs related to the return of goods, such costs will be deducted from any refund due to the customer. If you would like Wet Nose Animal Rescue Centre to arrange for the collection of the goods, please indicate so in your communication cancelling the order between yourself and Wet Nose Animal Rescue Centre.

  9. Please note that refunds may also be subject to deductions for any bank or credit card charges incurred by Wet Nose Animal Rescue Centre. We will deduct these charges from the refund amount and provide a breakdown of the charges upon request.

  10. If the goods are not returned to Wet Nose Animal Rescue Centre within 7 days of notifying us of your intention to cancel the order and request a refund, we will not be liable to issue a refund for the goods. Therefore, it is important that you return the goods as soon as possible to ensure that you receive a refund.

  11. If a product is returned to Wet Nose Animal Rescue Centre and it is not in its original packaging or the packaging has been opened, we may, at our sole discretion, elect to process the refund, but a restocking fee may be deducted from the refund amount. The amount of the restocking fee will be determined by Wet Nose Animal Rescue Centre and communicated to the customer before processing the refund.

  12. Cancellation of an order of any other product after confirmation that the order is correct, shall incur a standard 5% cancellation fee which will be deducted from any refund due to the customer. However, this fee will not apply to the exercise of any right of cancellation within seven (7) business days after receiving the goods. The cancellation fee will be at the expense of the customer.

  13. If an order is cancelled during transit, the customer will be responsible for the standard cancellation fee of 5%, as well as any additional transit costs incurred by Wet Nose Animal Rescue Centre. For all other product orders cancelled after confirmation of the order, a standard 5% cancellation fee will apply, which will be charged to the customer.