Effective Date: September 13, 2025

At DVM Africa, we are committed to providing you with quality products and excellent service. We understand that sometimes a product may not meet your expectations. This policy outlines our guidelines for returns and refunds, which are compliant with the Consumer Protection Act (CPA) of South Africa.

1. Conditions for Returns

You may return a product for a refund or exchange under the following conditions:

  • Defective Products: If a product is found to be defective within six (6) months of purchase, as per the CPA, we will either repair, replace, or refund the item at our discretion. A product is considered defective if it is not of good quality, is not fit for its intended purpose, or is unsafe.
  • Incorrectly Delivered Products: If you receive a product that is different from what you ordered, you must notify us within five (5) business days of receiving the delivery. We will arrange for the correct product to be delivered to you and the incorrect item to be collected at no extra cost.
  • Unwanted Products: If you have changed your mind about a product, you may return it within seven (7) business days of the delivery date. The product must be in its original, unopened packaging, unused, and in a resalable condition. Please note that a restocking fee may apply, and you will be responsible for the cost of returning the product to us.

2. The Returns Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at [Your Customer Service Email Address] with your order number and a detailed reason for the return.
  2. Provide Information: For defective or incorrectly delivered products, please include photographs or videos of the item to help us assess the issue.
  3. Return Authorization: Our team will review your request and, if approved, will provide you with a return authorization number and instructions on how to send the product back to us.
  4. Packaging: Securely package the product in its original packaging (or a suitable alternative if the original is damaged), and clearly write the return authorization number on the outside of the package.

3. Refunds

  • Once we receive the returned product and confirm that it meets the conditions outlined in Section 1, we will process your refund.
  • Refunds will be issued to the original payment method used for the purchase.
  • Please allow up to 10 business days for the refund to reflect in your account.
  • Please note that the refund amount will exclude any original shipping fees.

4. Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns for certain products unless they are defective. This includes, but is not limited to, personal care items that have been used.

5. Exclusions

This policy does not cover products that have been:

  • Damaged due to misuse, abuse, or negligence.
  • Modified or altered in any way.
  • Damaged by an external event such as a fire, flood, or power surge.

6. Contact Us

If you have any questions or concerns regarding this policy, please do not hesitate to contact our customer service team.