Refund & Returns Policy

Last updated: [DATE]

We want you and your dog to be happy with every order. This policy explains when and how you can return a product, get a refund, or have a faulty item put right. It applies to purchases made on maxhealth.co.za and is written to work alongside your rights under South African law, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

Nothing in this policy takes away any right the law gives you.

Your 7-day cooling-off right (online orders)

Because you bought from us online, ECTA gives you a 7-day cooling-off period. Within 7 calendar days of receiving your order, you may cancel and return an item for a refund — you don't need to give us a reason.

To qualify for a cooling-off refund:

  • The item must be unused, unopened and in its original sealed packaging, in the same condition you received it.
  • You'll need your order number and proof of purchase.

For cooling-off returns, you cover the cost of returning the item to us. Once we receive it and confirm its condition, we'll refund the purchase price (we may deduct the original outbound shipping where the law allows).

If the item arrived defective, damaged or incorrect, the cooling-off rules above don't apply to the return cost — see the next section, where we cover everything.

Food safety: opened pet food can't be returned

Our products are consumable pet food and treats, so we have to be strict about hygiene and food safety.

Once a bag, pouch or container has been opened or used, it cannot be returned or refunded for hygiene reasons — even within the cooling-off period — unless the product is defective (for example, spoiled, contaminated, or past its best-before date on arrival).

This protects every pet who eats our food and is standard practice for food products. If something is wrong with an opened product, please stop feeding it to your dog and contact us straight away — we'll make it right under the section below.

Damaged, defective or incorrect items

If your order arrives damaged, is defective, or is not what you ordered, that's on us. Under the CPA you're entitled to a remedy, and we cover all costs — including return shipping.

Please tell us within [X] days of delivery and, where you can, send a photo of the issue along with your order number. We'll then arrange, at our choice and your preference where possible:

  • a replacement of the same item, or
  • a full refund of the affected item, or
  • a repair or credit where appropriate.

You won't be charged for returning a damaged, defective or incorrect item.

How to start a return

  1. Email us at [hello@maxhealth.co.za] within [X] days of receiving your order.
  2. Include your order number, the item(s) involved, and the reason for the return. For damaged or defective goods, attach a photo.
  3. We'll reply with return instructions and, where applicable, the return address [physical/return address].

Please don't send anything back before you've heard from us — unauthorised returns may be delayed or refused.

Condition we need items in

For any return that isn't a defect claim, the item must be:

  • Unused and unopened,
  • in its original, sealed packaging, with all labels and seals intact, and
  • accompanied by your proof of purchase / order number.

We may decline a refund or charge a reasonable amount if an item is returned opened, used, or not in a resaleable condition (except where it's defective).

Refund method and timeframe

Approved refunds are paid back to your original payment method (the card or account used at checkout, processed via Payfast / Shopify — we never store your card details).

We aim to process refunds within [X] working days of receiving and inspecting your returned item, or of approving a defect claim. After that, your bank or card provider may take a few extra days to reflect the funds, which is outside our control.

Refunds are made in South African Rand (ZAR).

Non-returnable items

For health, safety and hygiene reasons, the following cannot be returned or refunded unless they are defective:

  • Opened or used pet food and treats.
  • Items returned outside the timeframes above.
  • Items not in their original, sealed packaging.
  • Gift cards (if offered).
  • [Any clearance / final-sale items, if applicable].

Subscriptions

[If you have an active food subscription, you can pause, skip or cancel it at any time before your next billing date from your account dashboard, or by emailing us at [hello@maxhealth.co.za]. Cancelling stops future orders; it doesn't automatically refund an order that has already been billed or shipped — those are handled under the return and refund rules above. [Confirm the cut-off time before a renewal — e.g. cancel at least [X] hours/days before the next charge.]]

[Remove this section if subscriptions are not offered.]

Stockist purchases

This policy covers items bought directly from maxhealth.co.za. If you bought MaxHealth products from an independent stockist (a vet clinic or pet shop), please return them to that stockist, as their own returns terms will apply.

A note on delivery

We deliver nationwide across South Africa via third-party courier, typically within 2–4 working days. Standard shipping is a flat rate of R199 [confirm][, with free shipping on orders over R[____] if offered]. Delivery timeframes are estimates and not guaranteed, but if a parcel is significantly delayed or lost in transit, contact us and we'll help resolve it.

Contact us

We're happy to help with any return, refund or product concern.

MaxHealth Pet Diet [MaxHealth Pet Diet (Pty) Ltd] — Reg. no. [company registration no.] — VAT no. [VAT no. if registered] Email: [hello@maxhealth.co.za] Phone: [phone] Returns address: [physical/return address]