Refund policy
FurSociety Return & Refund Policy
Last updated: May 2026
At FurSociety, we want you and your pets to love every purchase. This policy is designed to comply with the Consumer Protection Act (CPA) of South Africa while also protecting FurSociety against misuse, fraud, and unnecessary losses.
By placing an order with FurSociety, you agree to the terms below.
1. Your Rights Under South African Law
In accordance with the South African Consumer Protection Act (CPA):
- Customers may return defective or damaged products within 6 months of delivery.
- Online purchases may qualify for a 7-day cooling-off return period under certain conditions.
- Products must be used as intended and cared for correctly.
Nothing in this policy limits your statutory rights under South African law.
2. 7-Day Cooling-Off Returns (Online Orders)
Because FurSociety operates online, customers may request a return within 7 days of receiving their order if they change their mind.
To qualify:
✅ Item must be unused
✅ Item must be in original packaging
✅ All accessories must be included
✅ Product must be in resellable condition
✅ Return must be requested within 7 days of delivery
Important:
- Customers are responsible for return courier costs for change-of-mind returns.
- Original shipping fees are non-refundable.
- FurSociety reserves the right to deduct reasonable costs for damaged, used, incomplete, or opened products.
For hygiene and pet safety reasons, products showing signs of use, fur contamination, washing, damage, odors, or excessive handling may be refused.
3. Defective, Damaged, or Incorrect Items
If you receive:
- A defective product
- A damaged item
- The wrong product
please contact us within 48 hours of delivery with:
- Your order number
- Clear photos/videos of the issue
- A description of the problem
If approved, FurSociety may:
- Replace the item
- Repair the item
- Refund the item
- Provide store credit
at our discretion and in accordance with the CPA.
4. Non-Returnable Items
For hygiene, safety, and fraud prevention reasons, the following may not be returned unless defective:
- Used grooming products
- Products contaminated with pet hair, odors, dirt, or washing chemicals
- Opened consumables or treats
- Clearance or sale items
- Gift cards
- Personalized/custom products
5. Return Condition Requirements
Returned items must:
- Be securely packaged
- Include all original accessories and packaging
- Not be intentionally damaged
- Not show excessive wear or misuse
FurSociety reserves the right to inspect all returned products before approving refunds or replacements.
6. Refund Processing
Approved refunds are processed within 7–14 business days after inspection and approval.
Refunds will be issued to the original payment method where possible.
Depending on your bank or payment provider, funds may take additional time to reflect.
7. Exchanges
We currently replace items only when:
- The item is defective
- The incorrect item was sent
- The product arrived damaged
We do not guarantee exchanges for incorrect sizing selections or change-of-mind purchases.
8. Delivery Issues
Customers must ensure that:
- Shipping details are accurate
- Someone is available to receive the parcel
FurSociety is not responsible for:
- Delays caused by couriers
- Failed deliveries due to incorrect addresses
- Parcels left unattended after delivery confirmation
- Losses caused after successful delivery
9. Abuse of Returns Policy
To protect against fraud and abuse, FurSociety reserves the right to:
- Refuse suspicious return requests
- Decline returns showing signs of misuse
- Limit repeat excessive returns
- Request additional verification before issuing refunds
False claims may be reported where necessary.
10. Contact Us
For returns or support, contact:
+27 66 594 9145
fursociety@execmail.co,za
Please include your order number in all correspondence.
Important Note
This policy is governed by the laws of the Republic of South Africa.
FurSociety reserves the right to update or amend this policy at any time without prior notice.