Returns & Refunds

Last updated: 23 September 2026

At Pet Sanctuary we want you and your pet to love what you order. This policy explains your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Nothing on this page limits those rights.

Change of mind

You may return any item within 30 days of receiving it, for any reason. Items must be unused, in their original packaging and in a resaleable condition. You are responsible for the cost of sending the item back. We will refund the full purchase price within 14 days of receiving the returned item.

Faulty or defective items

If an item is defective, unsafe or not what you ordered, you may return it within 6 months of delivery. You can choose a repair, a replacement or a full refund, and we will cover the return shipping cost.

This does not apply to damage caused by misuse, chewing, accidents or normal wear and tear.

Items we cannot accept back

  • Personalised items. A hoodie printed with your dog's name cannot be resold, so change-of-mind returns are not possible. We confirm the spelling and size with you in writing before anything is printed. If we get it wrong after you have given us the details, we will replace it.
  • Items that have been used, washed or worn, unless they are faulty.
  • Items returned without their original packaging, unless they are faulty.

Damaged in transit

If your order arrives damaged, email us at contact.petsanctuary@gmail.com within 48 hours with photos of the item and the packaging. We will send a replacement or refund you at no cost.

How to return an item

  1. Email contact.petsanctuary@gmail.com with your order number and the reason for the return.
  2. We will reply within 2 business days with return instructions. Please don't post anything back before you hear from us, or we may not be able to match the parcel to your order.
  3. Send the item to the address we provide, using a trackable service.
  4. Once we have received and checked it, we will refund you to your original payment method within 14 days.

Contact

Blayden Mathews t/a Pet Sanctuary · contact.petsanctuary@gmail.com · Cape Town, South Africa