Returns Policy

Effective Date: 1 April 2025
Last Updated: 1 April 2025

At www.drdarko.net, we want you to be completely satisfied with your purchase. If you’re not happy with an item, we offer a Returns and Refunds Policy to ensure a smooth and hassle-free return process, in compliance with South African, EU, and US consumer protection laws.

Please read our full Returns Policy below for instructions on how to return items and details on eligibility. Note: We currently only offer sales to customers in South Africa, and do not provide international shipping.

1. Return Eligibility

You can return most items purchased through our Website within 7 calendar days of receipt, subject to the following conditions:

  • Unused and Unopened Products: Items must be in original, unused condition with all packaging intact.
  • Damaged or Defective Products: If your item is damaged, defective, or not as described, you may be eligible for a return or exchange.
  • Perishable Goods or Custom Orders: Certain items, such as perishable products (e.g., food, medicines) or custom orders (e.g., personalized products), may not be eligible for return.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at vetshop@drdarko.net with your order details, including the item(s) you wish to return and the reason for the return.
  2. Return Authorization: We will issue a Return Authorization Number and provide further instructions on how to send the product back.
  3. Ship the Item: Once you have received the return instructions, package the item securely and send it to the address provided by our customer service team.
  4. Return Shipping Costs: In most cases, you will be responsible for the return shipping costs unless the item is defective, damaged, or incorrectly shipped.

3. Refunds and Exchanges

3.1 Refund Process

Once your return is received and inspected, we will process your refund. Refunds are generally issued to the original payment method within 21 business days after receiving the returned item.

3.2 Exchange Process

If you prefer to exchange the item for a different product, please specify the item you wish to receive in exchange. We will notify you once the exchange is processed and confirm availability.

3.3 Restocking Fee

For certain products (such as electronics or large items), a restocking fee may apply. You will be informed of any restocking fees when you initiate the return.

4. Non-Returnable Items

Some products may not be eligible for return, including:

  • Gift Cards
  • Items marked as “Final Sale” or “Non-Returnable”
  • Perishable goods, such as food or medicine, unless defective or damaged.

If the item is non-returnable but you believe it was sent in error or is defective, please contact us to discuss further.

5. Domestic Sales Only

At this time, we only offer sales to customers within South Africa. We do not process or accept orders from outside of South Africa. International shipping is not available.

6. Consumer Rights

6.1 South Africa (POPIA and CPA)

In compliance with the Protection of Personal Information Act (POPIA), we handle all returned items with the utmost care to ensure your personal information is protected.

Under the Consumer Protection Act (CPA), you have the right to return goods that are defective or not as described. Consumers are entitled to:

  • A full refund, replacement, or repair for faulty goods.
  • A cooling-off period of 5 days from the date of purchase for goods purchased online, allowing you to cancel the purchase for any reason.

You may return products within 7 Days of purchase for a refund, exchange, or repair, provided that the goods are defective and have not been damaged by misuse.

7. Refund Method and Timing

Refunds will be processed based on your original payment method. The time it takes for a refund to appear in your account may vary depending on your payment provider.

If you have received a refund but still do not see the credit in your account after 7 business days, please contact your bank or payment provider, as processing times may differ.

8. Late or Missing Refunds

If you haven’t received your refund within the expected time frame:

  • Check with your bank or payment provider.
  • Contact Us: If you’ve done the above and still have not received your refund, please contact us at vetshop@drdarko.net.

9. Exchange or Replacement of Defective Products

If your product is defective or damaged, please follow these steps:

  1. Contact our support team immediately at vetshop@drdarko.net.
  2. Provide photographic evidence of the damage or defect.
  3. We will arrange for a replacement or refund as per your preference, and cover any return shipping costs for defective items.

10. Contact Information

If you have any questions or need assistance with a return or refund, please contact us:

📧 vetshop@drdarko.net
📍 1 Udda Valla Street, Secunda, Mpumalanga, South Africa, 2302

Please note: This Returns Policy is subject to change and will be updated on this page. By making a purchase, you agree to the terms of the current Returns Policy.

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