Returns & Refunds Policy

At Veldt & Tail, we want you and your furry family to be happy with your order. If something isn’t quite right, please get in touch and we’ll be happy to assist.

7-Day Returns

You may request an eligible change-of-mind return within 7 days of receiving your order.

To be eligible for a change-of-mind return, the product must be:

• Unused and in the same condition in which you received it;
• In its original packaging; and
• Accompanied by your receipt or proof of purchase.

To request a return, please email info@veldtandtail.co.za before sending your product back.

If your return is accepted, we’ll provide you with the return address and instructions on how to send your parcel back to us.

Please do not send products back without contacting us first.

Change-of-Mind Return Shipping

For an approved change-of-mind return, the customer is responsible for the direct cost of returning the product to Veldt & Tail, where permitted by applicable law.

We recommend using a trackable courier service. Veldt & Tail cannot accept responsibility for return parcels that are lost or damaged in transit where the return courier has been arranged by the customer.

Any refund relating to delivery charges will be handled in accordance with applicable South African consumer law.

Used Products & Hygiene

Because some of our products are used with pet food, treats and saliva, products that have been used may not be returned simply because you have changed your mind.

For health, hygiene and safety reasons, products that have been used, damaged after delivery or are no longer in their original condition may therefore be excluded from voluntary change-of-mind returns, subject to applicable law.

This does not affect your rights if a product is faulty, defective, unsafe or incorrectly supplied.

Damaged, Faulty, Defective or Incorrect Products

Please inspect your order when you receive it.

If your product arrives damaged, you receive the incorrect product, or you believe your product is faulty, defective or unsafe, please contact us at info@veldtandtail.co.za as soon as reasonably possible.

Please include:

• Your order number;
• A brief description of the problem; and
• Clear photographs or videos showing the issue, where reasonably possible.

This helps us understand the issue and assist you as quickly as possible.

Where applicable under the Consumer Protection Act, goods that fail to meet the required standards of quality, safety or suitability may be returned within six months after delivery, without penalty and at the supplier’s risk and expense.

Depending on the circumstances and the rights provided by law, you may be entitled to a repair, replacement or refund.

Where Veldt & Tail is responsible for the reasonable cost of returning a faulty, defective, unsafe, damaged or incorrectly supplied product, we will cover the applicable return cost.

Please contact us before arranging your own return courier so that we can provide you with the appropriate instructions.

Non-Returnable Change-of-Mind Items

The following may not qualify for a voluntary change-of-mind return, subject to applicable law:

• Products that have been used or are no longer in their original condition;
• Perishable or consumable products;
• Personalised or custom-made products; and
• Gift cards.

These exclusions apply to change-of-mind returns only and do not remove any statutory rights you may have in relation to faulty, defective, unsafe or incorrectly supplied products.

Exchanges

If you would like to exchange an eligible unused product, please contact us at info@veldtandtail.co.za.

Where appropriate, the simplest option may be to return the original product and place a new order once your return has been accepted.

For voluntary change-of-mind exchanges, the customer may be responsible for the applicable return and new delivery costs.

This does not affect your statutory rights relating to faulty, defective, unsafe or incorrectly supplied products.

Refunds

Once we receive and inspect an approved return, we’ll let you know the outcome.

Where a refund is due, it will generally be issued to the original payment method used for your purchase.

For refunds processed under our voluntary return policy, please allow up to 10 business days after approval for Veldt & Tail to process the refund. Your bank or payment provider may require additional processing time before the funds appear in your account.

Where a different refund period is required by applicable South African law, that period will apply.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at info@veldtandtail.co.za.

Your Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit any rights or remedies available to you under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African consumer law.

Where this policy and applicable law differ, your statutory rights will apply.

Questions About a Return?

We’re happy to help.

For returns, refunds, exchanges or problems with your order, please contact:

Veldt & Tail
info@veldtandtail.co.za

Please include your order number where applicable so that we can assist you as quickly as possible.