Refund policy

Refund Policy

We want you to feel confident ordering from Fernwellpets. This Refund Policy explains how returns, refunds, damaged items, and other order issues are handled.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

30-Day Return Window

You may request a return within 30 days of receiving your order.

For a change-of-mind return, the item must be:

Unused
In its original packaging
In the same condition in which it was received
Accompanied by any accessories, parts, manuals, or other items supplied with it

Items that show signs of use, damage, misuse, or missing parts may not qualify for a change-of-mind return.

How to Request a Return

To request a return, contact us at:

Email: damiansmit@fernwellpets.com

Please include:

Your order number
The product you would like to return
The reason for the return
Photos where the item is damaged, defective, or incorrect

Please wait for return instructions before sending an item back.

Change-of-Mind Returns

If you simply change your mind about a purchase, you may request a return within the 30-day return period provided the product meets the return conditions above.

For an approved change-of-mind return, return shipping costs are the customer's responsibility unless otherwise required by applicable law.

The original shipping charge is not normally refundable for a change-of-mind return.

Damaged, Defective, Unsafe, or Incorrect Items

If your order arrives damaged, defective, unsafe, incomplete, or different from what you ordered, please contact us as soon as possible.

Include your order number and clear photographs of the product and packaging where appropriate so that we can investigate the issue quickly.

Where an item is defective, unsafe, incorrectly supplied, or otherwise does not meet applicable legal quality standards, Fernwellpets will handle the matter in accordance with applicable consumer protection laws.

Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, or refund.

South African Consumer Rights

South African customers have rights under the Consumer Protection Act that are separate from our voluntary 30-day return policy.

Where goods fail to meet the quality standards required by law, you may be entitled to remedies provided under the Consumer Protection Act.

Nothing in this Refund Policy is intended to remove or reduce those rights.

Refunds

Once your returned item has been received and assessed, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method used for the order.

Once your refund is approved, Fernwellpets will process it within 10 days. After Fernwellpets has processed the refund, your bank or payment provider may require additional time before the funds appear in your account.

Once a refund has been processed by Fernwellpets, your bank or payment provider may require additional time before the funds appear in your account.

Exchanges

Fernwellpets does not offer direct change-of-mind exchanges.

If you would like a different product, size, colour, or variation, you may return an eligible item for a refund and place a new order.

This does not affect any legal right you may have to a replacement where a product is defective, unsafe, incorrect, or otherwise protected under applicable law.

Non-Returnable Items

For hygiene, health, and safety reasons, certain products may not qualify for a voluntary change-of-mind return once opened or used.

These may include:

Pet food
Treats
Supplements
Consumable products
Certain hygiene or grooming products
Products that cannot reasonably be resold after being opened or used

This restriction does not remove your rights where a product is defective, unsafe, damaged, incorrectly supplied, or otherwise protected by applicable law.

Return Shipping

For approved change-of-mind returns, the customer is normally responsible for the cost of returning the product.

Where an item is defective, damaged, unsafe, or incorrectly supplied, return costs will be handled as required by applicable law and the circumstances of the claim.