Refund & Returns Policy

We make gear for the trail — and we want you and your dog to love it. If something isn't right, we'll make it right. This policy explains exactly how, and your rights under South African law. Plain language, no fine-print games.

Last updated: 14 June 2026

The short version

• Changed your mind? You have 7 business days from delivery to cancel and get a full refund — that's your legal right (no reason needed).
• Faulty, damaged, or wrong item? That's on us. We pay return shipping and you choose a replacement or a full refund.
• Refunds go back to your original payment method within 5 business days of us approving the return.
• Need help? Email zanegrobler10@gmail.com or message us on WhatsApp — a real person reads it.

1. Your 7-day cooling-off right (online purchases)

Because Veldhound is an online store, South African law — the Electronic Communications and Transactions Act (ECTA), section 44, read with the Consumer Protection Act (CPA) — gives you a cooling-off period.

You may cancel your order and return the item within 7 (seven) business days of receiving it, for any reason or no reason at all, and receive a full refund of the price you paid for the goods.

This is a floor, not a ceiling — everything else in this policy gives you more than the law requires, never less. Nothing here takes away your statutory rights.

To use your cooling-off right:

1. Email zanegrobler10@gmail.com within 7 business days of delivery, with your order number and a short note that you'd like to cancel.
2. We'll reply with your return instructions and address.
3. Send the item back to us (see Section 4).
4. Once it reaches us in resaleable condition, we refund you in full.

Who pays return postage: For a simple change of mind, you cover the return shipping. If the item is faulty, damaged, or not what you ordered, we cover it — see Section 2.

2. Faulty, damaged, or incorrect items — we sort it out

If your gear arrives damaged, defective, or it's the wrong item, that's our problem to fix, not yours.

Within 30 days of delivery, if an item is faulty or not as described, you may choose to have it repaired, replaced, or fully refunded — your call (CPA section 56).

In these cases:

• We pay the return shipping — we'll send you a prepaid waybill or arrange collection.
• You get a free replacement or a full refund, whichever you prefer.
• We may ask for a quick photo or short video of the issue first — it usually saves you the trouble of sending anything back at all.

Please tell us within 7 business days of delivery if your parcel arrives damaged in transit, so we can take it up with the courier — but a genuine product fault is covered for the full 30-day window above either way.

3. Change of mind (outside the cooling-off period)

Past the 7-business-day cooling-off window, we're still reasonable. As a goodwill courtesy we'll accept a change-of-mind return for up to 30 days from delivery, provided the item meets the condition rules in Section 5.

For change-of-mind returns:

• You pay the return shipping.
• We'll offer a refund or store credit once the item is back with us in resaleable condition.

This goodwill window is in addition to your legal cooling-off right — it doesn't replace it.

4. How returns work (and where to send things)

Please don't post anything back before contacting us — we'll always send instructions and the correct address first, so nothing goes astray.

We're a South African store and you only ever return to a South African address (or, in the cases below, you don't return anything at all). You will never be asked to post an item overseas.

During our early "made-to-order" launch phase, some items ship to you directly from our supplier. For these:

• If there's a fault, damage, or a wrong item, we'll usually resolve it with a refund or replacement on the spot — no need to send the original back. A photo or short video is all we need.
• Where a physical return is needed, we provide a local South African return address and (for faults) a prepaid waybill. You'll never courier anything to China or abroad.

Once we hold stock locally, returns are even simpler — a single SA return address, quick turnaround.

We use Aramex and local couriers for returns, just as we do for deliveries.

5. Condition of returned items

To be accepted for a change-of-mind or cooling-off return, an item should be:

• Unused / unworn and in resaleable condition (we get it — a quick try-on to check the harness fit is fine; a muddy trail test is not).
• In its original packaging, with any tags, cards, and accessories included.
• Returned within the relevant window above.

This condition requirement does not apply to faulty, damaged, or incorrect items — those are covered regardless of packaging or use, under Section 2.

For reasons of hygiene and your dog's safety, we generally can't resell certain used consumables (e.g. opened lick mats, treat-loaded enrichment items) on change of mind — but anything faulty is always covered.

6. Refunds — method and timing

• Refunds are paid to your original payment method (the card or EFT you paid with, via Yoco).
• We process approved refunds within 5 business days of receiving and checking your return (or, for refund-without-return cases, within 5 business days of approving your request).
• Your bank or card provider may take a few extra days to reflect it — that part is out of our hands.
• We refund the full price of the goods. Where the law requires (cooling-off and faulty items), this is a full refund; for goodwill change-of-mind returns, original outbound shipping may not be refundable.

If anything's taking longer than it should, just email us — we'd rather you ask than wonder.

7. Non-returnable items

A few things we generally can't take back on a change of mind (your faulty-goods rights are unaffected):

• Used consumables and hygiene items once opened or used (e.g. opened lick/snuffle mats, treat dispensers).
• Gift cards or promotional credit.
• Items clearly marked final sale at the time of purchase.

8. How to start a return

It takes two minutes:

1. Email zanegrobler10@gmail.com (or WhatsApp us) with your order number and what's wrong or that you'd like to return.
2. We'll reply with clear instructions, the correct SA return address, and — for faults — a prepaid waybill.
3. We keep you posted until your refund or replacement is done.

9. Talk to a human

Real people, based in South Africa.

• Email: zanegrobler10@gmail.com
• WhatsApp / Phone: 060 967 2054
• Trading name: Veldhound (sole proprietor)
• Address: 35 Werksaam, White River, 1240
• Information Officer (POPIA): Veldhound — zanegrobler10@gmail.com

This policy is designed to meet and exceed your rights under the South African Consumer Protection Act and the Electronic Communications and Transactions Act. Nothing in it limits any right you have by law. Made for the trail — and backed all the way home.