Refunds and Returns


Despite all the legalities, policies and procedures, we understand that returns or refunds are generally time consuming and an irritation to our customers.

We will do everything we can to make the process as easy and comfortable as possible. You can email us on or call us on 0826067166 and we will make every effort to assist you as fairly, quickly, and efficiently as we are able to.

The purchaser agrees that any product bought from Pet Fairy is at the purchaser's own risk and the purchaser indemnifies and holds Pet Fairy harmless against any loss, injury or damages which may be sustained using the products sold on the Pet Fairy website. We shall have no liability or obligation to the purchaser in respect of any Goods which have been subjected to improper use, accident, negligence or alteration by the purchaser, and the purchaser hereby indemnifies Pet Fairy accordingly.

General overview:

  • With the exception of non returnable products (listed below) you are entitled to return any product/s purchased from Pet Fairy. We must be informed within 7 days of the item being bought or delivered (whichever is later) of the request to return a product. You can email us on or call us on 0826067166 to lodge a return request.
  • We endeavour to deliver all orders 100% correctly. If we do get it wrong, we will take steps to rectify it immediately. Should any product that we have delivered be incorrect, damaged, expired or defective we will arrange to collect and replace or refund the item, at our own cost, as soon as possible. Please note that a product will NOT be regarded as defective if the damage or fault has resulted from normal wear and tear or damage arising from incorrect usage of the product, and this will NOT entitle you to any repair, replacement, or refund. If an incorrect product is delivered to you in error, please do not remove the product from its original packaging or use the product in any way at all, as this will negate the right to return it. Simply notify us of the error via the channels outlined above.

Non-returnable products:

  • Snacks/Treats/Edible Pet Products.
  • Pet treatment products such as supplements, sprays, tablets or tick and flea treatments.
  • Perishable products. We are unable to accept returns on perishable items due to public and food safety regulations. If such items arrive damaged or expired, returns will be considered.
  • Free products and gifts.
  • Any products that have passed their expiry date.
  • Aviator bird harnesses and Avian Fashions products are non returnable due the risk of transmittable disease.
  • Any product that has been repaired or altered in any way whatsoever may not under any circumstances be returned without the authorisation of Pet Fairy.

Returns, refund and replacement procedure

Once the return request has been authorised you may return the item/s in question bearing in mind that the following must be true:

  • Proof of purchase must be provided.
  • The product must be in its original packaging.
  • The product must be in a re-saleable condition except in the case of damaged items.
  • The product must qualify as an item that can be returned. All non-returnable products are listed above.
  • Orders placed incorrectly or by mistake by a customer will need to be returned to Pet Fairy at the customer's own expense. No refunds will be made until the goods are returned in good order to the premises of Pet Fairy.

Once the returned item has been received by Pet Fairy we will then send you a replacement or give you a refund.

  • All returns or refunds will only be made once the products are returned and received in good order by Pet Fairy.
  • It typically takes between 3 and 7 working days after the date of receipt of a return to process a refund.
  • If a product is refunded it will be for the exact same rand value that was originally paid for it.
  • If a product is replaced it will be for the exact same product unless otherwise agreed to in writing by Pet Fairy.
  • Money will be refunded back in the form of the payment used for the original order (either EFT or Credit Card), unless an alternative arrangement is agreed upon.
  • Should you request a replacement, we will endeavour to despatch the product within 2 to 3 working days from the date of having received the return. If we do not have stock on hand and we need to re-order from the supplier, we will inform you accordingly and then act upon your instructions.
  • All the above actions will be communicated to you via email.
  • If you redeemed a voucher against your purchase and wish to return the product/s from that purchase, the rand value of the voucher that was redeemed will not be refunded to you. Pet fairy will instead re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.