Refund policy
RETURN & REFUND POLICY
Last updated: August 2026
Our Commitment At The Pet Aisle, we want you and your pets to be completely happy with every purchase. If something isn't right, we're here to help.
Returns — Change of Mind We accept returns within 14 days of delivery provided items are:
- Unused and in original condition
- In original, undamaged packaging with all tags intact
- Not from an excluded category (see below)
To initiate a return, contact us at hello@thepetaisle.co.za with your order number and reason for return. Return shipping costs are the customer's responsibility unless the item is defective or incorrect.
Refunds Once we receive and inspect the returned item, we will notify you of approval or rejection. Approved refunds are processed to your original payment method within 5–7 business days.
Exchanges We offer exchanges for items of equal value, subject to stock availability. Contact us within 14 days of delivery to arrange.
Excluded Items The following cannot be returned:
- Opened or used food, treats, or supplements
- Used grooming products (hygiene reasons)
- Customised or personalised items
- Bundle sets where individual items have been opened or used
Defective or Incorrect Items If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no cost to you.
Consumer Protection Act (South Africa) In accordance with the CPA, customers retain the right to return defective goods within 6 months of purchase for a repair, replacement, or refund.
Contact: hello@thepetaisle.co.za