Refund policy

RETURN & REFUND POLICY

Last Updated: July 2026

1. General

This Return & Refund Policy applies to all purchases made through Kudu Pets.

By placing an order, you agree to this policy together with our Terms and Conditions.

This policy is governed by the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and all other applicable South African laws.

2. Change of Mind

Kudu Pets does not accept returns, exchanges or refunds simply because you changed your mind, ordered the wrong item, no longer require the product, or found it elsewhere at a different price, except where South African law specifically requires otherwise.

Where a return is accepted at our sole discretion, the customer:

is responsible for all return shipping costs;
must ensure the product reaches us safely;
may be charged any applicable collection, courier, banking or payment processing fees permitted by law.

Acceptance of any voluntary return does not create an ongoing obligation for Kudu Pets to accept future change-of-mind returns.

3. Return Conditions

Any return authorised by Kudu Pets must satisfy all of the following conditions:

the product must be unused;
the product must be unopened where applicable;
the product must be in its original packaging;
all accessories, manuals and promotional items must be included;
all security seals and labels must remain intact;
the item must be in resalable condition;
proof of purchase must accompany the return.

Returns that do not meet these requirements may be refused where permitted by law.

4. Defective Products

Nothing in this policy limits your statutory rights under the Consumer Protection Act.

If a product is defective, unsafe, or not reasonably suitable for its intended purpose within six (6) months of delivery, you may exercise your rights under Section 56 of the Consumer Protection Act.

Kudu Pets reserves the right to inspect and test any product before determining whether the defect falls within the manufacturer’s defect warranty or resulted from misuse, abuse, accidental damage, improper installation, neglect, normal wear and tear, or failure to follow product instructions.

Where permitted by law, products found not to be defective may be returned to the customer at the customer’s expense.

5. Products Not Eligible for Return

Unless required by law, Kudu Pets will not accept returns for:

products damaged through misuse, abuse or negligence;
products showing signs of normal wear and tear;
products damaged by pets;
products modified or altered after delivery;
products used contrary to the supplied instructions;
products with missing packaging or accessories;
hygiene-sensitive products that have been opened or used;
gift cards;
digital products;
downloadable content;
clearance, promotional or final-sale items marked as non-returnable.

6. Incorrect Orders

If Kudu Pets ships the incorrect product or quantity, we will arrange collection and provide either:

the correct product; or
a refund where appropriate.

Customers must notify us within 48 hours of delivery.

7. Damaged During Delivery

If your parcel arrives visibly damaged:

photograph the package before opening;
photograph all contents immediately after opening;
notify us within 48 hours of delivery.

Failure to report transit damage promptly may affect our ability to pursue a claim against the courier.

8. Return Procedure

To request a return, email:

Email: zpatel3495@gmail.com

Include:

Order Number
Full Name
Contact Number
Reason for Return
Clear photographs showing the issue

Returns sent without prior authorisation may be refused.

9. Return Shipping

Where permitted by law:

customers are responsible for return shipping costs unless the return results from our error or a confirmed defect;
customers remain responsible for the goods until they are received by Kudu Pets;
we recommend using a tracked courier service.

Kudu Pets is not responsible for parcels lost or damaged while being returned to us.

10. Inspection

All returned products undergo inspection before any refund, replacement or exchange is approved.

Inspection generally takes between 3 and 7 business days after receipt.

11. Refunds

If a refund is approved:

refunds will be processed to the original payment method;
refunds are processed within 7 business days after approval;
shipping charges are non-refundable except where required by law.

12. Fraud Prevention

Kudu Pets reserves the right to refuse returns, refunds or exchanges where fraud, abuse of our returns process, false defect claims or suspicious purchasing activity is reasonably suspected.

13. Limitation of Liability

To the fullest extent permitted by South African law, Kudu Pets shall not be liable for indirect, consequential or incidental damages arising from the use or inability to use any product.

Nothing in this clause limits any rights that cannot legally be excluded under the Consumer Protection Act.