Terms Of Service  

These are the website terms and conditions relating to the use of www.vetexonline.co.za (the website). By accessing and using the website, you (the user, browser, web surfer, customer) agree to be bound by the following Terms and Conditions set out below.  If you continue to browse and use this website, please read through the following terms and conditions which, together with our privacy policy, govern VetEx’s relationship with you in relation to this website.

About Us

VetEx is an online retailer selling items related to pet care such as premium pet foods, collars and leads, toys, supplements and health related products. We operate out of Bedfordview, South Africa.  

Tel :  087 012 6020

Email: [email protected]

Business Registration Number: 2019/117450/07

VAT Number 4700288576

This website is run by VETEXONLINE PTY LTD a private company in South Africa trading as VetEx and run by one director.


This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.  

All trademarks reproduced in this website which are not the property of, or licensed to, Vet Express are acknowledged on the website.

Your Privacy

We require personal information from you such as your name and surname, address and credit card details in order to process and fulfil your order. We do not save your credit card details or sell your personal information to third parties. For the full details of our privacy policy protecting you, please click here.

VETEXONLINE PTY LTD shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from: http://www.polity.org.za/attachment.php?aa_id=3569.

Customer details separate from card details

Customer details will be stored by VETEXONLINE PTY LTD separately from card details which are entered by the client on PayGate’s, PayFast and Ozow’s secure site. For more detail on PayGate refer to www.paygate.co.za.

Payment Options & Security

We accept payments made by Credit Card, Debit Card, EFT, MasterPass, VISA Checkout, SCode, VISA Electron, PayD, Maestro. Your payment information, and processing, is handled by PayFast, PayGate, Ozow and  Yoco.

When PayFast, Ozow and PayGate process a transaction for you via any of their secure online payment services, the transaction is encrypted. PayFast, Ozow and PayGate make use of the latest SSL/TLS encryption software which encrypts all data sent from the browser to PayFast, Ozow and PayGate in such a way that only their servers can read it.  

SSL/TLS is the world standard for secure data transmission over the Internet. You may also go to their websites to see their security certificate and policy.

Payment Agreement

All goods remain the property of VetEx until proof of payment has been received by us and orders will only be dispatched upon this receipt of payment.


VetEx only sells products approved for use for pets. Given that pets and their people are all unique please read the following information as VetEx cannot be held liable for any loss, injury or damages as a result of the use of products sold by us.  

Shampoos/Tick,Flea&Fly Treatments/Supplements and Dewormers

Should your pet have an adverse reaction to, or you feel the product has not given the desired result, please contact us on [email protected] , 087 551 0656 or via our live chat (bottom left hand corner of your screen, (click the blue bubble to get started). If we are unable to assist you, we will put you in contact with the manufacturer and the person who can.  


Even though we only stock toys safe for your pet’s entertainment, a dog or kitty on the loose with a toy can cause varying amounts of destruction! Please supervise your pets while they play and do a maintenance check on their toys fairly regularly looking out for any potential hazards such as small damaged parts that may break off and be swallowed. It’s also important to select toys suited to your type of pet, a small toy for a Yorkie is going to be a swift choking hazard for a rugged Rottweiler!  


If you are boggled by the vast selection of different products available at VetEx when choosing the best nutrition for your pet, please don’t hesitate to contact us for assistance on [email protected] , 087 012 6020 or via our live chat (bottom right hand corner of your screen, click “Hello” to get started). There are real, living people behind the screen who would love to help you make the right choice. Remember that correct storage of your opened food bag is very important to ensure the quality and safety for your pet. We recommend that bags that do not come with a re-sealable opening be emptied into a suitable container with an air tight seal. 

We do sell some foods that require a prescription, all these products are labelled and clearly marked. Pleased note that we can only dispatch these items once we receive the script. Please ensure you have a script on hand before purchasing these goods to avoid delivery delays. Should you purchase one of these listed items and not have a script and decide to cancel your order because of this, we reserve the right to charge up to a 10% cancellation fee. 

Delivery Policy

Subject to availability and receipt of payment, requests will be processed within 24-48 hours and delivery confirmed by way of our delivery team or via courier depending on where your delivery needs to take place. Please also note that we do not deliver to a PO Box or to a Postnet Suit Address, our delivery partners require a full street address for private homes, business etc in order to complete your delivery. Should a PO Box or Postnet address be used during checkout we will contact you on the following business day to request a different delivery address via email. 


Delivery times range from a few hours for local deliveries but can run up to 7 working days for outlying areas. We will let you know as soon as your delivery has left the warehouse via email, if your order has been sent with a courier you’ll receive detailed tracking information via SMS and or email. In an effort to get your orders to you as soon as possible all local deliveries will be completed the day of your dispatch notification. If you’d like to get an estimated time for delivery please get in touch with us on either 087 012 6020 [email protected], via our live chat (click the blue bubble on the bottom left hand corner of your screen to get started) between 8am and 7pm. These will be estimate times only and could possibly change to traffic/weather conditions etc.


All goods remain property of VetEx until they’ve been paid for in full, should you wish to complete payment on delivery please make sure that there is someone at the delivery address between the hours of 8am and 7pm (the latest) to accept delivery, failed deliveries are subject to a R 150.00 penalty payment.

Return and Refunds policy

The provision of goods and services by VETEXONLINE PTY LTD is subject to availability. In cases of unavailability, VETEXONLINE PTY LTD will refund the client in full within 30 days.

Merchant Outlet Country and Transaction Currency

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).



VETEXONLINE PTY LTD takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

Country of Domicile

This website is governed by the laws of South Africa and VETEXONLINE (PTY) LTD chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature.


VETEXONLINE PTY LTD may, in its sole discretion, change this agreement or any part thereof at any time without notice.