To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at RichardsbayPetShop@gmail.com. Please note that return address will be confirmed.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at RichardsbayPetShop@gmail.com.

Livestock

• No returns or refunds will be accepted on livestock, except under the Alive Arrival Guarantee 

Alive Arrival Guarantee (Livestock Only)

We offer a 24-hour Alive Arrival Guarantee under the following conditions:

Coverage

• Valid for 24 hours from courier pickup time
• Applies only to livestock shipped via our approved courier

Courier Delays

• If delivery exceeds 24 hours:
  • The risk transfers to the customer
  • Guarantee becomes void

Claim Requirements

To qualify for a claim:

• Notify us within 1 hour of receiving the parcel
• Provide:
  • Clear photos
  • Livestock in original unopened bag

We reserve the right to reject claims where:

• Proof is insufficient
• Conditions are not met

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as Live stock, flowers, or plants), custom products (such as special orders or personalized items), We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at RichardsbayPetShop@gmail.com.

Limitation of Liability

Richards Bay Pet Shop shall not be held liable for:

• Losses due to courier delays
• Improper handling or acclimation of livestock
• Sick or diseased fish
• Indirect or consequential damages