Privacy Policy

Last updated: August 7, 2026

The Pet Aisle ("we", "us", "our") is committed to protecting your personal information in accordance with the Protection of Personal Information Act, 4 of 2013 ("POPIA"). This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, and what rights you have regarding your information.

By using our website [WEBSITE URL] and/or purchasing from us, you consent to the collection and use of your personal information as described in this policy.

1. Who We Are

Store name: The Pet Aisle

Registered business name: [REGISTERED NAME]

CIPC registration number: [ENTERPRISE/REGISTRATION NUMBER]

Physical address: [ADDRESS]

Contact email: [SUPPORT EMAIL]

Contact number: [PHONE NUMBER]

We are the "responsible party" as defined under POPIA for the personal information we collect through our website and services.

Information Officer: [NAME OR "The store owner"]

Information Officer email: [INFO OFFICER EMAIL]

2. What Personal Information We Collect

We may collect the following categories of personal information when you use our website or make a purchase:

Identity information - name, surname, ID number (only if required for age-restricted products or credit facilities)

Contact information - email address, phone number, delivery and billing address

Payment information - processed securely via our third-party payment gateway. We do not store your full card details on our servers.

Order information - products purchased, order history, order value

Account information - if you create an account, your login details and saved preferences

Technical information - IP address, browser type, device information, and cookies (see Section 6)

Marketing preferences - whether you've opted in to receive promotional communications

Pet-related information - if voluntarily provided (e.g. pet name, breed, size) to personalise your experience or recommendations

We only collect information that is necessary for the purposes described in this policy, in line with POPIA's principle of processing limitation.

3. How and Why We Use Your Information

We process your personal information for the following purposes:

Processing and fulfilling your orders - using your name, address, contact details, and order details

Processing payments securely - using your payment details, via our payment gateway

Delivering your order - using your delivery address and contact number

Customer support and order queries - using your contact details and order history

Sending order confirmations and updates - using your email address and phone number

Sending marketing communications, only with your consent - using your email address and purchase preferences

Improving our website and services - using technical and browsing information

Complying with legal and tax obligations - using order and payment records

Preventing fraud and protecting our business - using order, payment, and technical information

We do not use your personal information for any purpose other than what it was collected for, unless required or permitted by law, or unless you consent to further processing.

4. Legal Basis for Processing

We process your personal information based on one or more of the following lawful grounds under POPIA:

Consent - for example, when you opt in to marketing emails

Performance of a contract - to fulfil an order you've placed with us

Legal obligation - for example, retaining records for tax (SARS) compliance

Legitimate interest - for example, fraud prevention and improving our services, provided this does not override your privacy rights

5. Direct Marketing

In accordance with Section 69 of POPIA, we will only send you direct marketing communications, such as promotional emails or SMS, if:

You have given your consent to receive such communications, or

You are an existing customer and we are marketing similar products or services to those you've previously purchased, and you have not opted out

You may opt out of marketing communications at any time by clicking "unsubscribe" in any email, or by contacting us at [SUPPORT EMAIL]. Opting out of marketing will not affect order confirmations or service-related communications, which are necessary to fulfil your orders.

6. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to:

Keep your cart and login session active

Understand how visitors use our site

Personalise content and product recommendations

Measure the effectiveness of our marketing, including Meta/Facebook and Google advertising

You can control or disable cookies through your browser settings. Please note that disabling cookies may affect the functionality of our website, including your ability to complete a purchase.

Where required, we will request your consent for non-essential cookies, such as marketing or tracking cookies, via a cookie banner on your first visit.

7. Sharing Your Information

We do not sell your personal information. We may share your information with the following categories of third parties, only to the extent necessary to provide our services:

Payment gateways, such as Peach Payments- to process your payment securely

Courier and delivery partners - to deliver your order

Email and SMS marketing platforms, such as Omnisend - to send order updates and, where consented to, marketing communications

IT and hosting providers, such as Shopify - to operate our website and store your data securely

Legal or regulatory authorities - where required by law, such as SARS, courts, or the Information Regulator

All third parties we work with are required to protect your information in line with POPIA and to only use it for the purpose we've engaged them for.

8. Cross-Border Transfer of Information

Some of our service providers, such as our website hosting or email marketing platform, may store or process data outside South Africa. Where this occurs, we take reasonable steps to ensure the receiving country has adequate data protection laws, or that appropriate safeguards, such as data processing agreements, are in place, in accordance with Section 72 of POPIA.

9. Data Security

We implement reasonable technical and organisational measures to protect your personal information against loss, unauthorised access, alteration, or disclosure, including:

Secure, encrypted (SSL/HTTPS) connections on our website

Secure, PCI-compliant payment processing through our payment gateway

Restricted access to personal information within our business

Regular review of our security practices

No method of transmission over the internet is 100% secure, but we take reasonable steps to protect your information at every stage.

10. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes outlined in this policy, or as required by law. For example:

Order and transaction records are retained for [X years] to comply with tax and accounting obligations

Marketing consent records are retained until you opt out or request deletion

Account information is retained for as long as your account remains active

Once information is no longer needed, we securely delete or anonymise it.

11. Your Rights Under POPIA

As a data subject, you have the right to:

Access the personal information we hold about you

Request correction of inaccurate or outdated information

Request deletion of your personal information, subject to our legal retention obligations

Object to the processing of your information for direct marketing purposes

Withdraw consent at any time, where processing is based on consent

Lodge a complaint with the Information Regulator if you believe your information has been mishandled

To exercise any of these rights, contact us at [SUPPORT EMAIL] or [INFO OFFICER EMAIL]. We will respond within a reasonable time and in accordance with POPIA's requirements.

12. Children's Information

Our website and products are intended for use by adults. We do not knowingly collect personal information from children without the consent of a parent or guardian, as required under Section 35 of POPIA. If we become aware that we have inadvertently collected a child's information without appropriate consent, we will take steps to delete it.

13. Complaints

If you believe we have not handled your personal information in accordance with POPIA, you have the right to lodge a complaint with:

The Information Regulator (South Africa)

Website: https://inforegulator.org.za

Complaints email: [email protected]

We would appreciate the opportunity to resolve any concerns directly first. Please contact us at [SUPPORT EMAIL] before escalating.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The "Last updated" date at the top of this page will indicate when the policy was last revised. We encourage you to review this policy periodically.

15. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Store name: The Pet Aisle

Email: [SUPPORT EMAIL]

Phone: [PHONE NUMBER]

Address: [PHYSICAL ADDRESS]

This policy should be reviewed by a qualified legal professional before publishing, to ensure it accurately reflects your specific data practices and remains compliant with the latest POPIA regulations and any sector-specific requirements applicable to your business.

Shipping & Delivery Terms and Conditions

The Pet Aisle™ · Last updated: August 2026

1. Order Processing

All orders are processed and dispatched within 1–2 business days of payment confirmation, unless otherwise stated on the product page. Orders placed on weekends or public holidays will begin processing on the next business day.

2. Delivery Timeframes

Standard delivery takes 8–11 business days from the date your order is dispatched, depending on your location within South Africa. Business days exclude weekends and South African public holidays.

Delivery timeframes are estimates and not guaranteed. While we work with a reliable courier partner to deliver as quickly as possible, delays caused by high-demand periods (e.g. Black Friday, festive season), weather, remote locations, load shedding, or courier network disruptions are outside of our control.

3. Courier Partner

All orders are delivered via Aramex, our trusted courier partner for South Africa. Once your order has been dispatched, you will receive a tracking number by email so you can follow your delivery's progress directly on Aramex's website:

Track your order with Aramex →

We reserve the right to use an alternative courier of comparable standard if circumstances require, without this affecting your rights under these terms.

4. Delivery Areas

We currently deliver to addresses within South Africa only. Delivery to remote or outlying areas may take longer than the standard 8–11 business day estimate, and additional delivery fees may apply — this will be communicated at checkout if applicable.

5. Delivery Costs & Pricing

Shipping costs are calculated at checkout based on your delivery address and order value and are displayed in South African Rand (ZAR), inclusive of VAT where applicable. Any free shipping thresholds or promotions will be clearly displayed at checkout.

6. Right to Cancel for Late or Non-Delivery

In accordance with the Consumer Protection Act 68 of 2008, if your order is not delivered within the estimated timeframe (or a reasonable period thereafter) and no reasonable explanation or revised timeframe is provided, you have the right to cancel your order and receive a full refund, or request redelivery at no additional cost, at your election.

If you purchased via our website or another electronic/distance channel, you may also be entitled to a 7 (seven) calendar day cooling-off period under Section 44 of the Electronic Communications and Transactions Act 25 of 2002, allowing you to cancel your order without penalty within 7 days of receiving the goods, subject to the goods being returned unused and in their original condition. See our full Terms & Conditions for details.

7. Failed or Missed Deliveries

Aramex will make reasonable attempts to deliver your order to the address provided at checkout. If delivery cannot be completed (e.g. no one available to receive the parcel, incorrect address provided, or the parcel is unclaimed from a collection point), the parcel may be returned to us. In such cases, we will contact you to arrange redelivery, which may incur an additional shipping fee if the failed attempt was due to incorrect information provided by you.

Please ensure your delivery address and contact details are accurate and complete at checkout — we are not responsible for delays or non-delivery resulting from incorrect information provided by the customer.

8. Risk and Ownership

Risk in the goods passes to you upon delivery to the address provided at checkout. Ownership of the goods passes to you once payment has been received in full, in accordance with our Terms & Conditions.

9. Order Tracking

Once dispatched, you will receive a shipping confirmation email containing your Aramex tracking number and a direct link to track your parcel. If you do not receive tracking information within 2 business days of placing your order, please contact us.

10. Damaged, Defective, or Lost Parcels

If your order arrives damaged or defective, or does not arrive within a reasonable time beyond the stated delivery window, please contact us immediately with your order number so we can investigate with Aramex and arrange a resolution — including repair, replacement, or refund at your election — in line with your rights under Sections 55 and 56 of the Consumer Protection Act.

11. Force Majeure

We will not be held liable for delivery delays caused by circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, civil unrest, courier network failures, or other events of force majeure. Where such events occur, we will make reasonable efforts to keep you informed and to minimise any resulting delay.

12. Protection of Personal Information

Your delivery address, contact number, and related order information are collected and used solely for the purpose of fulfilling and delivering your order, in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). This information is shared with Aramex only to the extent necessary to complete delivery, and is not sold or shared with third parties for any other purpose. See our Privacy Policy for full details.

13. Contact Us

For any questions about your delivery, please contact us at hello@thepetaisle.co.za.

This Shipping & Delivery policy should be read together with our full Terms & Conditions and Privacy Policy. This document is provided as a general template aligned with South African consumer protection legislation and is not a substitute for legal advice — we recommend having it reviewed by a South African attorney before publishing.

© 2026 The Pet Aisle™. All rights reserved.

Shipping & Delivery Policy

Last Updated: August 7, 2026

Thank you for shopping with The Pet Aisle. We are committed to delivering your order safely and as quickly as possible. Please read our Shipping & Delivery Policy before placing an order.

1. Order Processing

• Orders are processed within 3-5 business days after payment has been successfully received and verified.
• Orders are processed during our normal business hours, Monday to Friday, excluding weekends and public holidays.
• During peak periods, promotional sales, or holiday seasons, processing times may be slightly longer than usual.

Once your order has been processed and dispatched, you will receive a shipping confirmation email or SMS (where applicable).

2. Delivery Time

Our standard delivery time is 8–11 business days from the date your order has been shipped.

Please note that delivery times are estimates and are not guaranteed. While we work closely with our shipping partners to meet these timeframes, delays may occasionally occur due to circumstances beyond our control.

Factors that may affect delivery include:

• High order volumes
• Severe weather conditions
• Public holidays
• Courier service delays
• Remote or hard-to-reach delivery locations

3. Shipping Rates

We offer simple, transparent shipping rates:

• FREE Standard Shipping on all orders of R1,000 or more.
• Flat-rate shipping of R99 on all orders below R1,000.

Shipping charges will be displayed at checkout before you complete your purchase.

From time to time, we may offer promotional shipping discounts, which will be communicated on our website.

4. Order Tracking

Where tracking is available, you will receive tracking information once your order has been dispatched.

Please allow up to 48 hours for tracking information to become active after receiving your shipping confirmation.

5. Delivery Address

Customers are responsible for providing accurate and complete shipping information.

Please verify your delivery details before completing your purchase. We cannot be held responsible for delays, additional shipping charges, or failed deliveries resulting from incorrect or incomplete address information.

If you notice an error in your shipping address, please contact us immediately. We cannot guarantee that changes can be made after an order has been processed.

6. Failed Delivery Attempts

If a delivery cannot be completed because:

• No one is available to receive the package.
• The address provided is incorrect or incomplete.
• The package is refused.

The courier may attempt redelivery or return the package to us.

Additional shipping charges for re-delivery may be the responsibility of the customer.

7. Delayed Deliveries

Although our estimated delivery time is 8–11 business days, occasional delays may occur.

If your order has not arrived within 15 business days after dispatch, please contact our customer support team so we can investigate the shipment with the courier.

8. Lost Packages

If your order appears to be lost in transit, please contact us as soon as possible.

We will work directly with the courier to investigate the shipment. Once the investigation is complete, we will determine the appropriate resolution, which may include a replacement or refund where appropriate.

9. Damaged Items

If your order arrives damaged:

• Contact us within 48 hours of delivery.
• Include your order number.
• Provide clear photographs of the damaged item(s) and packaging.

We will review your claim and arrange an appropriate solution, which may include a replacement, store credit, or refund where applicable.

10. Incorrect Items

If you receive the wrong item, please notify us within 7 days of delivery.

We will arrange for the correct item to be sent or provide another suitable resolution.

11. Order Changes and Cancellations

Orders may only be changed or cancelled before they have been processed for shipment.

Once an order has been dispatched, it cannot be cancelled. Please refer to our Refund & Returns Policy for information regarding returns and refunds.

12. Force Majeure

We are not liable for delays or failure to deliver caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, pandemics, transportation disruptions, government actions, or courier network interruptions.

13. Contact Us

If you have any questions regarding shipping or your order, please contact us:

Business Name: The Pet Aisle

Email: order@thepetaisle.co.za

Phone: [Your Contact Number]

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM

We appreciate your trust in The Pet Aisle and are committed to providing a reliable and enjoyable shopping experience.

Terms and Conditions

Last updated: August 7, 2026

Welcome to The Pet Aisle. These Terms and Conditions ("Terms") govern your use of our website [WEBSITE URL] and your purchase of any products from us. By accessing our website or placing an order, you agree to be bound by these Terms. Please read them carefully before making a purchase.

These Terms are governed by South African law, including the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") and the Consumer Protection Act 68 of 2008 ("CPA").

1. Who We Are

Store name: The Pet Aisle

Registered business name: [REGISTERED NAME]

CIPC registration number: [ENTERPRISE/REGISTRATION NUMBER]

Physical address: [ADDRESS]

Contact email: [SUPPORT EMAIL]

Contact number: [PHONE NUMBER]

We are an online-only retailer selling pet supplies, including but not limited to pet food, treats, accessories, and grooming products, delivered nationwide within South Africa.

2. Acceptance of These Terms

By browsing our website, creating an account, or placing an order, you confirm that:

You are at least 18 years old, or are using the website under the supervision of a parent or legal guardian

You have the legal capacity to enter into a binding contract

The information you provide to us is accurate and complete

If you do not agree with any part of these Terms, please do not use our website or purchase our products.

3. Products and Descriptions

We take reasonable care to ensure that product descriptions, images, weights, sizes, and pricing on our website are accurate. However:

Product images are for illustrative purposes and may differ slightly from the actual item, particularly regarding packaging design, which may change from time to time

We do not guarantee that colours displayed on your screen accurately reflect the actual product colour

Where a product is found to be materially different from its description, you are entitled to a remedy under the Consumer Protection Act, including a refund, replacement, or repair as applicable

We reserve the right to limit quantities of any product and to discontinue any product at any time without notice.

4. Pricing

All prices displayed on our website are in South African Rand (ZAR) and are inclusive of VAT, unless otherwise stated.

We make every effort to ensure pricing accuracy. If a pricing error occurs, such as due to a technical or clerical error, we reserve the right to cancel any order placed at the incorrect price and will notify you before processing payment, offering you the option to purchase the item at the correct price or cancel the order entirely.

Delivery fees are calculated separately and displayed at checkout before you confirm your order, in addition to the product price.

We reserve the right to change prices at any time, but changes will not affect orders that have already been confirmed.

5. Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products, subject to these Terms.

A contract between you and us is only formed once we send you an order confirmation email. We reserve the right to refuse or cancel any order at our discretion, for example where a product is out of stock, there is a suspected pricing error, or we suspect fraudulent activity.

Please check your order carefully before submitting payment, including product selection, quantity, and delivery address.

6. Right to Cancel (Cooling-Off Period)

In accordance with the Consumer Protection Act, if you purchased a product through our website (an electronic transaction), you have the right to cancel the transaction within 7 (seven) days of receiving the goods, without reason and without penalty, subject to the following:

The product must be unused, unopened, and in its original packaging where practically possible

Certain products may be excluded from this right where hygiene or safety reasons apply, such as opened pet food, treats, or grooming products that have been used

Perishable items, including pet food nearing its expiry date at the time of delivery, may also be excluded from the cooling-off right where health or safety reasons make resale impractical, in accordance with the Consumer Protection Act

To cancel within the cooling-off period, contact us at [SUPPORT EMAIL] with your order number

Refunds for cancelled orders will be processed within 7 business days of us receiving and inspecting the returned item

This cooling-off right is separate from and in addition to our standard Returns Policy, available at [RETURNS POLICY URL].

7. Payment

We accept the following payment methods: [Credit/Debit card, Instant EFT, Payflex, Amex, Visa, Mastercard etc].

All payments are processed through a secure, PCI-compliant third-party payment gateway. We do not store your full card details on our servers.

Ownership of goods only passes to you once payment has been received in full.

If a payment fails or is declined, we reserve the right to cancel the order.

Where you choose to pay using a "buy now, pay later" service such as Payflex, you are entering into a separate agreement directly with that provider, governed by their own terms and conditions. We are not a party to that agreement and are not responsible for instalment collection, credit approval decisions, default fees, or any dispute arising between you and the provider. Once we receive payment in full from the provider, your order is processed as normal.

8. Delivery

We deliver nationwide within South Africa. Estimated delivery timeframes are displayed at checkout and on our Shipping Policy page, available at [SHIPPING POLICY URL].

While we make every effort to meet estimated delivery times, these are estimates only and not guaranteed. We are not liable for delays caused by circumstances beyond our reasonable control, including courier delays, load shedding, or incorrect delivery information provided by you.

Risk in the goods passes to you upon delivery to the address you provided at checkout. Please ensure your delivery address and contact details are accurate, as we are not responsible for failed deliveries resulting from incorrect information.

9. Returns, Refunds, and Warranties

Our full Returns Policy is available at [RETURNS POLICY URL] and forms part of these Terms.

In accordance with the Consumer Protection Act, you are entitled to return a product and receive a refund, replacement, or repair if the product is defective, unsafe, or does not match its description, within 6 (six) months of purchase (the implied warranty period under Section 56 of the CPA).

Warranty terms vary by product and manufacturer. Where a specific product carries an extended manufacturer warranty, this will be indicated on the relevant product page.

We are not liable for damage resulting from misuse, normal wear and tear, or failure to follow product usage instructions.

Pet food, treats, supplements, and other consumable products sold on our website are intended for general use and are not a substitute for professional veterinary advice. Always consult a qualified veterinarian regarding your pet's specific dietary requirements, allergies, or health conditions before introducing a new product, particularly where your pet has an existing medical condition.

10. Limitation of Liability

To the extent permitted by law:

We are not liable for any indirect, incidental, or consequential loss or damage arising from your use of our website or products, including but not limited to loss of income, loss of data, or damage to property, except where such liability cannot be excluded under the Consumer Protection Act

Nothing in these Terms limits your statutory rights under the Consumer Protection Act, including your rights relating to defective, unsafe, or misdescribed goods

You should always follow product usage and safety instructions provided with pet food, supplements, and other products, and consult a veterinarian regarding your pet's specific dietary or health needs where relevant

11. Intellectual Property

All content on our website, including text, images, logos, graphics, and design, is owned by or licensed to [STORE NAME] and is protected under South African copyright and trademark law. You may not reproduce, distribute, or use any content from our website without our prior written consent.

12. Privacy and Data Protection

Our collection and use of your personal information is governed by our Privacy Policy, available at [PRIVACY POLICY URL], which is incorporated into these Terms by reference. We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA).

13. Account Security

If you create an account on our website, you are responsible for maintaining the confidentiality of your login details and for all activity that occurs under your account. Notify us immediately at [SUPPORT EMAIL] if you suspect unauthorised access to your account.

14. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business practices or legal requirements. The "Last updated" date at the top of this page indicates when the Terms were last revised. Continued use of our website after changes are published constitutes acceptance of the updated Terms.

15. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa. Any disputes arising from these Terms or your use of our website will be subject to the jurisdiction of the South African courts, without prejudice to your right to refer a dispute to the National Consumer Commission or another applicable regulatory body.

16. Contact Us

If you have any questions about these Terms, please contact us:

Store name: The Pet Aisle

Email: [SUPPORT EMAIL]

Phone: [PHONE NUMBER]

Address: [PHYSICAL ADDRESS]

This document should be reviewed by a qualified legal professional before publishing, to ensure it accurately reflects your specific business practices, product range, and remains compliant with the latest South African consumer protection and e-commerce regulations.