DEFECTS & REFUNDS
In the event that the User receives a defective product, the User may notify THE EXTRAPAWDINARY PET CO within 24 hours of becoming aware of the defect by way of email.
THE EXTRAPAWDINARY PET CO will only refund defective products referred to in 11.1 below, up to 14 days after delivery of the product to the User, subject to:
- The product having suffered proven damage during shipment; or
- The product having an inherent manufacturing defect; and
- The damage to the product is of no cause of the User; and
- The product being returned to THE EXTRAPAWDINARY PET CO in exactly the same condition as it was received (with its complete packaging) and without any signs of wear and tear.
The onus rests on the User to ensure that he/she orders the correct item and, subject to the User’s cooling-off period referred to in 10 above, THE EXTRAPAWDINARY PET CO will not refund the User for any product incorrectly ordered by the User.
The User should immediately notify THE EXTRAPAWDINARY PET CO in the event that the User receives a nutritional brand which has an adverse effect on his/her pet, in which event THE
EXTRAPAWDINARY PET CO will refund the User for the full purchase price thereof, subject to the nutritional brand being returned to THE EXTRAPAWDINARY PET CO in its original packaging to enable the manufacturer to pick up the defective batch number and any other necessary information.
There will be no refunds for toys that are damaged by pets. The risk sits with the owner when buying toys from THE EXTRAPAWDINARY PET CO who is the supplier and not the manufacturer of these toys.
Subject to 10.2 above, the User is entitled to cancel any transaction for the supply of goods within 7 days of receipt of such goods in terms of section 44 of ECTA.
After cancellation in terms of 10.1 above, and on receipt of the returned goods in its original condition and packaging by THE EXTRAPAWDINARY PET CO, THE EXTRAPAWDINARY PET CO will make a full refund of the purchase price to the User within 30 days, subject to a charge being levied for the return of the goods to THE EXTRAPAWDINARY PET CO.
The cooling-off period will not apply to any customized products ordered by the User.