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Refund & Returns Policy

Refund & Returns Policy

Last updated: March 2026

RealTeasy (Pty) Ltd ("PetGuru", "we", "us", or "our") operates a marketplace platform located at petguru.co.za (the "Platform") that connects buyers with independent merchants, breeders, and service providers (collectively, "Sellers"). This Refund & Returns Policy outlines your rights and the procedures for returns, refunds, and cancellations in accordance with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

This policy forms part of our Terms & Conditions and should be read in conjunction with our Privacy Policy and Merchant Terms.

1. PetGuru's Role as a Marketplace

PetGuru acts as an intermediary platform that facilitates transactions between buyers and Sellers. PetGuru is not the seller of goods or services listed on the Platform unless explicitly stated otherwise.

  • Payments made through the Platform are processed via a distributed payment system. Funds are held in a managed account and distributed to the relevant Seller, minus PetGuru's marketplace commission.
  • While PetGuru facilitates the transaction, the contractual relationship for the sale of goods or services is between you (the buyer) and the Seller.
  • PetGuru will assist in mediating disputes between buyers and Sellers but does not guarantee resolution in your favour.

2. Your Right to Cool Off (ECTA Section 44)

Under the Electronic Communications and Transactions Act, you have the right to cancel an online transaction and return goods within 7 (seven) days of receiving them, without reason or penalty, provided that:

  • The goods are unused, unopened, and in their original packaging and condition.
  • All tags, labels, seals, and accessories are intact.
  • The goods are not perishable, custom-made, or otherwise excluded under Section 44(3) of ECTA.

To exercise your cooling-off right, you must notify PetGuru and the Seller in writing within the 7-day period by contacting us through our Contact Page.

3. Defective, Damaged, or Incorrect Goods

Under the Consumer Protection Act, you are entitled to return goods and receive a full refund, repair, or replacement if the goods:

  • Are defective: The goods have a material defect that was present at the time of delivery, or the goods fail within 6 (six) months of delivery due to a manufacturing defect.
  • Are damaged on arrival: The goods were damaged during shipping or handling.
  • Do not match the description: The goods received are materially different from the listing description, photographs, or specifications shown on the Platform.
  • Are unsafe: The goods pose a safety risk to you, your family, or your pets.

In these cases, you may request a full refund, replacement, or repair at no additional cost to you, in accordance with Section 56 of the CPA.

4. How to Request a Refund or Return

To initiate a return or refund, please follow these steps:

  1. Contact us through our Contact Page within the applicable timeframe, providing your order number and reason for the return.
  2. Provide evidence where applicable, such as photographs of damaged or defective goods, or a description of how the goods differ from the listing.
  3. Await confirmation. PetGuru will review your request and respond within 3 (three) business days with instructions on how to proceed.
  4. Return the goods. Once approved, return the goods in accordance with the instructions provided. Goods must be returned in their original condition and packaging where possible.

5. Refund Processing

  • Cooling-off refunds: Refunds for cooling-off cancellations will be processed within 15 (fifteen) business days of receiving the returned goods in satisfactory condition. The Seller may deduct reasonable direct return shipping costs from the refund, unless the goods were defective or incorrectly described.
  • Defective/damaged goods refunds: Full refunds, including original shipping costs, will be processed within 15 (fifteen) business days of receiving the returned goods. Return shipping costs for defective or damaged goods are borne by the Seller.
  • Refund method: Refunds will be issued to the original payment method used for the purchase. PetGuru's marketplace commission will be refunded proportionally.
  • Partial refunds: In certain circumstances, such as goods returned in a used or damaged condition (not attributable to the Seller), a partial refund may be offered at PetGuru's discretion.

6. Non-Refundable Items & Exclusions

The following items and services are generally not eligible for return or refund unless they are defective or do not match the description:

  • Perishable goods: Fresh pet food, treats with short expiry dates, or other perishable products.
  • Custom or personalised items: Products made to your specific requirements or personalised with your pet's name, photo, or details.
  • Hygiene-sensitive products: Grooming products, feeding accessories, or pet clothing that has been used, opened, or had seals broken, for hygiene and safety reasons.
  • Digital products & gift cards: Digital downloads, e-vouchers, or gift cards once the code has been revealed or partially redeemed.
  • Live animals: The sale or adoption of live animals is subject to separate terms and conditions. See Terms & Conditions § 5.5 (Live Animal Listings). PetGuru is not a party to live animal transactions, does not refund payments made to sellers, and does not warrant the health, breed, or condition of any animal. Disputes regarding live animals are between the buyer and the seller; PetGuru's role ends at the point of contact.
  • Off-platform transactions: Any payment, delivery, or handover arranged outside the PetGuru Platform, via WhatsApp, email, EFT, cash, or in-person, falls outside our refund and dispute-resolution processes entirely. See Terms & Conditions § 5.4 (Off-Platform Communications and Direct Transactions). Refunds and mediation apply only to transactions completed on-platform via our integrated payment gateway.
  • Services already rendered: Grooming, training, veterinary consultations, or other services that have already been performed cannot be refunded. However, services not yet rendered may be cancelled subject to the Seller's cancellation policy.

7. Service Bookings & Cancellations

Where the Platform facilitates bookings for pet services (grooming, training, pet-sitting, dog walking, veterinary consultations, etc.):

  • Cancellation before service: You may cancel a booking free of charge up to 24 (twenty-four) hours before the scheduled appointment, unless the Seller's listing specifies a different cancellation period.
  • Late cancellations: Cancellations made less than 24 hours before the scheduled appointment may be subject to a cancellation fee of up to 50% of the service cost, as determined by the Seller's cancellation policy.
  • No-shows: Failure to attend a booked appointment without prior cancellation may result in forfeiture of the full service fee.
  • Service not as described: If a service was materially different from what was advertised on the Platform, you may request a full or partial refund through our dispute resolution process.

8. Dispute Resolution

If you are unable to resolve a return or refund issue directly with the Seller, PetGuru will mediate the dispute. Our dispute resolution process is as follows:

  1. Raise a dispute by contacting PetGuru through our Contact Page within 30 (thirty) days of the transaction.
  2. Investigation: PetGuru will review the dispute, request information from both parties, and may request the return of goods for inspection.
  3. Resolution: PetGuru will issue a decision within 10 (ten) business days of receiving all required information. Decisions may include a full refund, partial refund, replacement, or denial of the claim.
  4. Escalation: If you are unsatisfied with PetGuru's decision, you retain the right to approach the National Consumer Commission (NCC), the relevant Consumer Court, or the National Consumer Tribunal in accordance with the CPA.

9. Seller Obligations & Refund Procedures

All Sellers on the PetGuru Platform are required to comply with the CPA, ECTA, and this Refund & Returns Policy. Sellers who consistently fail to honour valid refund requests or provide goods/services that do not meet the standards described in their listings may be suspended or removed from the Platform. For full Seller obligations, see our Merchant Terms.

For Merchants: How Refunds Are Processed

  • Refund initiation: Refunds are processed by the PetGuru admin team through the platform's order management system. Merchants do not process refunds directly.
  • Amount recording: The refund amount and reason are recorded on the order. Partial refunds are supported (e.g. refunding one item from a multi-item order).
  • Status update: The order status changes to "Refunded" and the customer is automatically notified by email with the refund details.
  • Commission adjustment: Merchants are not charged commission on refunded amounts. If payouts have already been settled, the refunded commission will be deducted from future payout batches.
  • Stock restoration: When an order is cancelled or refunded, reserved stock is automatically released back to the product's available inventory.
  • Timeline: PetGuru aims to process approved refunds within 5 business days. Bank processing may take an additional 5-10 business days depending on the customer's bank.

10. Shipping Costs for Returns

  • Cooling-off returns: Return shipping costs are borne by the buyer unless the Seller offers free returns.
  • Defective/incorrect goods: Return shipping costs are borne by the Seller. PetGuru will arrange the return where possible, and the Seller's account will be debited accordingly.
  • Shipping insurance: We recommend using a trackable and insured shipping method for all returns. PetGuru is not responsible for goods lost or damaged during return shipping unless PetGuru arranged the return.

11. Contact Us

If you have any questions about this Refund & Returns Policy, or if you wish to initiate a return or refund, please contact us through our Contact Page.

You may also contact the National Consumer Commission at www.thencc.gov.za for advice regarding your consumer rights.