Refund policy
Return & Refund Policy — PetFreedom
Last updated: June 2026
Our Commitment
At PetFreedom, we stand behind the quality of every product we sell. If something isn't right, we're here to make it right.
Faulty or Defective Products
If your product arrives faulty or develops a manufacturing defect within 30 days of delivery, we will replace it at no cost to you. To qualify for a replacement, the following conditions must be met:
- The fault must be due to a manufacturing defect, not accidental damage, misuse, or normal wear and tear
- You must contact us within 30 days of receiving your order
- Proof of purchase (order number or receipt) must be provided
- Photo or video evidence of the fault may be required
No Cash Refunds
Please note that PetFreedom™ does not offer cash or monetary refunds under any circumstances. All approved claims will be resolved through product replacement only.
How to Submit a Claim
To request a replacement, please contact us at petfreedomcustomersupport@gmail.com with:
- Your order number
- A description of the fault
- Photos or a short video showing the defect
We will review your claim within 3–5 business days and respond with next steps.
Non-Qualifying Claims
The following are not covered under our replacement policy:
- Damage caused by misuse, accidents, or improper handling
- Claims submitted after 30 days of delivery
- Change of mind or incorrect purchases
Consumer Rights
Nothing in this policy limits or excludes your rights under the Consumer Protection Act 68 of 2008 (South Africa). You retain all statutory rights afforded to you by South African consumer law.
Contact Us
For any queries regarding this policy, please reach out to us at: 📧petfreedomcustomersupport@gmail.com 🌐 petfreedom.co.za