Criteria for returning an item:

  1. The return must be logged within 7 days of the item being bought or delivered, whichever is later.
  2. You must be able to provide proof of purchase
  3. The item must be in a re-sellable condition except in the case of damaged or faulty items.
  4. The item must be in its original packaging.

The Returns Process

1. Contact Us

If on receiving your order and you are not happy with your purchase or we have delivered the wrong product or a faulty product, please email us on orders@vetexonline.co.za or call us on 087 551 0656 immediately.

2. Return the Item(s)

We pride ourselves on our attention to detail but sometimes we get things wrong. If we have delivered an incorrect, faulty or expired item to you, we will arrange to collect and replace or refund the item, at our cost, as quickly as possible (usually within 1 working day or less)

All the pet foods we sell have a 100% money back guarantee should the item be inedible or unpalatable.

If you are wanting to return an item because it is unpalatable to your pet (and is not a nutrition Brand), doesn’t fit your pet or you have changed your mind and don’t want it any more, we will assist you in the return of your item, please take note that any shipping/Administration fees will be for the buyers account and quoted for before hand.

We reserve the right to charge a maximum rate of 10% for administration fees for returned orders should the returns process incur significant administration expenses.

3. Receive a Replacement or Refund

If the return is due to an error on our part we will replace the item or process a refund (where available*) as quickly as possible after receiving the returned product. A refund will typically take a maximum of 10 working days from the date of receiving your returned item, and we will notify you by email when the refund has been processed. Refunds are processed through the same method of payment you used during checkout.