Refund policy

PetProvo's Return & Refund Policy

At PetProvo, we want you and your furry friends to be completely satisfied with your purchases. However, we understand that sometimes things don't go as planned. This policy outlines our process for returns and refunds.

Returns:

• We accept returns for unused and unopened items within 15 days of purchase.
• Food items, supplements, and medications cannot be returned due to health and safety concerns.
• For all other items, please ensure they are in their original packaging with all tags and accessories attached.
• To initiate a return, please contact our customer service team info@petprovo.co.za. We will provide you with a return authorization number tracking and instructions on how to return the item.
• You are responsible for the return shipping costs unless the item is defective or we made an error in your order.

Refunds:

• Once we receive and inspect your returned item, we will process your refund within 7 business days.
  
• Refunds will be issued to the original payment method used for the purchase.
  
• Please note that shipping costs will not be refunded unless the item is defective or we made an error in your order.

Exceptions:

• We cannot accept returns for used items, opened items, perishable items, food items, supplements, medications, or custom-made items.
  

• We reserve the right to refuse any return that does not meet our return policy requirements.
  

Eligibility for Refund:

• We must receive notification within 24 hours of receiving the hardware.
• We must receive photographic evidence clearly showing the issue with the hardware. This evidence is essential for validating your refund request.

Refund Process on Hardware:

• Notification: Contact us within 24 hours of receiving your hardware via info@petprovo.co.za. Please include your order number and a detailed description of the issue.
• Photographic evidence: Attach clear photographs to your notification email that demonstrates the problem with the hardware. Ensure the photos are well-lit and clearly showing the specific issue you are reporting.
• Review: Our team will review your request and the photographic evidence. We may contact you for further information or clarification if needed.
• Refund Approval: If your refund request is approved, we will process the refund to your original payment method. Please allow two(2) business days for the refund to appear in your account.
• Refund Denial: If your refund request is denied, we will notify you with an explanation. Reasons for denial may include, but are not limited to:
• • Failure to notify us within 24 hours of receiving the hardware.
  • Insufficient or unclear photographic evidence.
  • Evidence suggesting the damage was caused after receipt of the hardware.
  • The issue reported does not qualify for a refund under our policy.

Exclusions:

This refund policy does not cover:

• Damage caused by misuse, negligence, or improper handling.
• Normal wear and tear.
• Issues reported after 24 hours of receiving the hardware.
• Products that have been modified or altered.

Contact Us:

If you have any questions about our return and refund policy, please contact our customer service team at info@petprovo.co.za. We are here to help!

Additional Information:

• We encourage you to review our product descriptions carefully before making a purchase.
  

• If you have any questions about a specific product, please contact us before making a purchase.

• We want to ensure you have a positive experience shopping with PetProvo. Please do not hesitate to reach out to us if you have any concerns.