Shipping & Returns

Shipping & Returns


We can send your order anywhere within South Africa. All our items are Warehouse packed for safe delivery. We ship all products by Track & Trace courier unless otherwise directed. This usually takes between 1 to 5 working days depending on the delivery service in the destination area. 

We normally ship our products within three business days unless requested otherwise. If we are unable to dispatch your order within three business days we will contact you and advise you of the expected dispatch date. 

Please check your delivery address carefully as we will not be responsible for delivery to an incorrect address. The customer shall be responsible for the cost to resend a parcel that is returned because of an incorrect address. 


  •  If VIP PETS cc has supplied the incorrect product or the product is defective, VIP Pets cc will exchange it for the correct item(s). VIP Pets cc will cover the delivery charges and arrange for the collection and delivery of the item(s). Note the image of the item not being the same as the item received does not constitute grounds for return. Images are for illustrative purposes only, and manufacturers and publishers are constantly changing the design of their products, and as such the appearance of the product is subject to change without notice Note :- the entire product, including packaging needs to be returned if the return has been authorized for it. 


  •  If a customer is not satisfied with their choice of product, it may be returned for a refund, within 7 Days of shipment date, if it is in original condition (not opened or installed). The customer will then be liable for a delivery charge (which will be quoted - it will not necessary be the standard delivery charge, and will depend on your location and the nature of the product). The delivery and handling charge will be quoted by VIP Pets cc and will be deducted from the refunded amount. 


  •  VIP Pets will adhere to the warranty periods and conditions of Electronic products. These products usually have a warranty of six months. Warranty periods and conditions will be given to a customer on request. Note that physical damage inflicted by the customer is not covered by warranties or guarantees and any such damage invalidates the warranty. Determination of what constitutes physical damage is done by the supplier of the item. 


  • Electronic goods can be returned for testing during the warranty period. If however it is found not to be faulty, or the item was physically damaged by the customer, or the defect is not covered by the warranty conditions, the shipping fee to and from the customer. Our suppliers will be the sole judge of what constitutes physical damage by the customer and if the defect is covered by the warranty conditions. 


  •  When an Electronics item can be returned, it must be returned with all their original packaging and accessories. This includes, but is not limited too, cables, discs and manuals. In addition all the suppliers barcode stickers and serial number stickers must still be attached to the product, and must not have been removed. Even accidental removal, and re-attachment of the barcode sticker will void the warranty in most cases, as it will no longer be possible to verify exactly when that individual item was purchased. 


  •  When an item is found to be defective it may be repaired, or the item alone (and not the packaging) may be replaced, or the entire package may be replaced. This is at the discretion of VIP Pets cc and its suppliers, and the sole obligation of VIP Pets cc and its suppliers is to provided a working item in good condition. If an exact replacement is not available a suitable alternative may be offered or the item will be credited. 


Please read carefully through the Returns Policy below. Once you're satisfied that the item you wish to return meets all the criteria below then please click here to complete a return request. 

You will receive confirmation of the return request during the next business day, and will receive emails from us detailing further procedures. If after 2 working days (Working Days are Mondays to Fridays, excluding Public Holidays) you have not received any response from us, please email and quote your Returns Reference Number that will be provided when you complete your return online. 

Please note :- All returns have to go through the Returns Request System. Submitting a Return Request does not mean that the Return will automatically be authorized. 

VIP Pets Return Policy

Products may be returned only when defective, damaged or if the product supplied is not the same product as what was ordered. If the item is not the same as what was ordered this must be immediately reported, within 24 hours of delivery. Any damage must also be immediately reported, within 24 hours of delivery.

If your item has been approved for return, we will notify you and either arrange for our couriers to collect the item from you or request that you post it back to us or ask you to return the item to our current store location, dependent on your original order's shipping method. Should you need to post the item to us please only send it to our postal address (available under Contact and Address Details -click here) and you will be credited or refunded for the postage costs incurred, up to a maximum of the whatever the current V.I.P Pets Postal Delivery rate is -click here - see "PO Box Delivery to Main Centers" and "PO Box Delivery to Regional Centers" If you are returning an item via courier or post office please package it carefully so that it does not become damaged en route. If an item reaches VIP Pets cc in a damaged condition, VIP Pets cc reserves the right to reject the return and have the item sent back after the appropriate handling and shipping fees are paid by the customer. Please include the Returns Request Number and a copy of your original invoice with any return.

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