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Exchange and Refund Policy

Coastal Pets endeavors to bring you high quality, economical products at the best level of service possible.

Our business is run in compliance with the Consumer Protection Act and our exchange and refund policy is therefore based on it.

Returns in case of Change of Mind or Mistake by Consumer

In the event of consumers wanting to return goods because they have changed their minds or purchased the incorrect product due to an error or mistake on their part, we are not obliged by law to accept returns and refund monies. However, where we choose at our sole discretion to accept such returns and refunds out of goodwill, such goods must still be in their original condition and packaging and may not have been used.  You will also be required to present the original invoice.

CAREFULLY READ THE INDICATIONS OF PURPOSE AND OTHER NOTICES TO FAMILIARISE YOURSELF WITH THE USE FOR WHICH THE GOODS ARE INTENDED BEFORE PURCHASING THEM

Should you wish to return any item purchased that is qualified and approved to be returned, please log a service email to us on support@coastalpets.co.za, with the original invoice and all the packaging and accessories.  Coastal Pets will not be liable to collect the goods from you that have been delivered to you for any reason whatsoever.  We will not be held responsible for any costs that may be incurred by you as a result of returning the product. This includes, but is not limited to, loss of income, loss of revenue, or any travel expenses.

HILL'S 100% GUARANTEE POLICY

Hill's is 100% guaranteed for quality, consistency and taste, or your money back.

https://www.hillstransforminglives.co.za/money-back-guarantee

Are any goods excluded from this return and refund policy?

By law, the goods we exclude from the returns and refund policy are:

• goods which are not inherently unsafe, there is no material defect in the goods, or the goods have failed while being used contrary to instructions or not for the indicated intended purpose;

• goods we do not ordinarily stock and have been purchased by way of special order will only be replaced if defective;

• goods which have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to blended or combined with, or embedded within, other goods or property (including changing plugs, extending cords, or unscrewing any fastener;

• goods which have been intentionally or unintentionally damaged by the consumer, for example, by exposure to the elements, use of force on the product to replace batteries and other consumables, or used commercially when sold for domestic use only.

• goods considered "livestock" and all foods. This excludes DOA. (dead on arrival)

• gift vouchers and coupon codes.

DOA (Dead on arrival)

DOA of livestock will be refunded through vouchers/credit notes or the order will be resent at no cost to the client. A photo should be taken of the DOA stock upon arrival with a timestamp and sent to support@coastalpets.co.za. This will be cross referenced with the waybill delivery note.

Gift Vouchers and Coupons T&Cs

Coastal Pets may from time to time make physical or electronic gift vouchers (“Gift Vouchers”) and promotional coupons or discounts (“Coupons”) available for use on the Website towards the purchase of Delta Aquatics products. Gift Vouchers and Coupons can only be redeemed while they are valid and their expiry dates cannot be extended. More specifically:

Gift Vouchers

1. Gift Vouchers that are purchased are valid for 1 year after Sale. Gift Vouchers that Coastal Pets gives away for free are valid for the period stated thereon. In each case, if your Gift Voucher has not been used within that period, it will expire.

2. Gift Vouchers cannot be used to buy other Gift Vouchers or Coupons. They do not accrue interest and are not refundable for cash once purchased. If your Gift Voucher value is insufficient for the order you wish to place, you may make up the difference by paying via one of our other payment methods.

3. Coastal Pets is not responsible for any harm due to the loss, unauthorised use or unauthorised distribution of a Gift Voucher, after Delta Aquatics has delivered the Gift Voucher to you or the email address nominated by you.

Coupons

1. There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon“), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon“).

2. Coupons are issued at Coastal Pets sole discretion and we are entitled at any time to correct, cancel or reject a Coupon for any reason (including without limitation where a Coupon has been distributed in an unauthorised manner). Users do not have a right to Coupons, and Coupons cannot be earned. Coupons are issued under specific terms and conditions regulating when and how they may be used.

3. As a general rule, and unless specified otherwise on the specific Coupon itself:

   • each Coupon can only be used once;

   • only one Coupon can be used per order;

   • only one Coupon can be used on the website per person per promotion/campaign;

   • Coupons with a percentage discount offer may only be used on purchases with a total cart value specified;

   • a Coupon must be used at check-out – it cannot be used later on existing orders; and

   • the value of the Coupon will be set off against the value of your shopping basket and the balance remaining, if any, will be voided.

4. Coupons cannot be used to buy Gift Vouchers or other Coupons, and cannot be exchanged or refunded for cash or credit. Jungle Aquatics is not responsible for any harm due to the loss, unauthorised use or distribution of a Coupon.

5. If for any reason a Coupon does not reflect in the final amount due from you at check-out, please contact us to confirm if the Coupon is still valid. If Coastal Pets confirms that the Coupon is still valid and you have already placed your order, you can choose whether to cancel the order and place it again with the Coupon, or you can use the Coupon on your next order within the limitations of the specific Coupon’s terms and conditions.

6. You may be required to submit the original communication containing the Coupon code, and any other information reasonably requested by Delta Aquatics, before you are able to use a Coupon.
    

What if the goods are unsuitable for the purpose I initially bought them for?

• As stated above, it is the consumer’s responsibility to familiarise themselves with the intended purpose of any goods stated on the packaging and there is no right to return any goods because they are unsuitable for another purpose than that stated on the packaging and in user documentation;

• If however you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed in writing e.g. on a quotation, that you will be able to use the goods for that purpose, you may return the goods within 2 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson.

• Subject to our rights in law to charge you for use and to get the goods fit for re-stocking, we will give you a refund in credit form.

What can I do if the goods are defective?

• If your goods turn out to be materially defective within the first 6 months after you received them from us, we will repair them, replace them or give you a refund in credit as per the suppliers warranty and limitations.

• Due to the technical nature of most of the goods we sell, it is not possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be.  This is of importance as it determines whether the goods may be repaired, replaced or refunded under warranty.  Accordingly, we reserve the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding and to provide you with feedback within 30 working days of receipt of the returned goods and to act accordingly.

• If the goods fail or a defect manifests after the initial 6 month period from the date of sale thereof, in most cases the normal manufacturer’s warranties will apply as stated in the documentation provided with the goods, however, these are not guarantees offered by us and all decisions, repairs, replacements and refunds are undertaken by the manufacturer or importer at their discretion and all complaints in respect thereof should be directed to them.

• If the goods become defective once the manufacturer’s warranty has expired, we can in most cases arrange with the manufacturer or its agents to repair them.  No repairs will be done without you approving a quotation first.

Are there any conditions that apply to manufacturers’ warranties?

As with all warranties, certain conditions and exceptions apply. 

• Please take proper note of any terms or instructions that accompany your goods and make sure that all instructions are strictly followed as a failure to do so will result in the warranty being voided.  This is applicable to all goods, but especially for electronic appliances.

• Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at the suppliers discretion.

• Defects that develop after 6 months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy or extended warranty.

• The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises.

In what instances will the manufacturer’s warranty not apply?

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

• damage caused by lightning or power surges.

• goods used for a purpose other than the purpose for which they were manufactured.

• goods used contrary to their instruction manuals, such as misuse or abuse of the products

• accidental damage.

• Goods that have been partially or entirely disassembled or physically altered. 

How will I be refunded?

Once we have accepted a return and approved a refund, you will receive the refund in the form of store credit. Should we under certain circumstances be required to issue a refund in full (no store credit) this is done in strict compliance with the CPA and proper customer identification (copy of ID), including an official Proof of Bank Account Letter and proof of original sales receipt will be required to action the refund in full in the form of EFT.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Cheque/Savings and EFT or COD (cash on delivery) will be refunded to your nominated bank account. A Proof of Bank Account Letter is required to action an EFT.

Repaired Goods

There is an implied warranty on goods repaired out of warranty, which places an obligation on suppliers to warrant all new and reconditioned parts installed, for three months, in all repair work undertaken after the date of installation or longer, as the supplier may specify.  Please note that we are not the repairer’s of any goods brought in to us for repair and this warranty is between you the consumer and the service agent or service centre although we will as far as is reasonable assist you in dealing with them.

Delayed Delivery

Where goods are ordered online, or through our shops and have to be obtained for you or sent to you or anyone else, we cannot accept cancellations or offer refunds merely because there were delays outside our control in the obtaining of the goods or delivery thereof by the delivery service provider.

If time is of the essence then please inform us at the time of placing of the order so that we are aware thereof and can inform you of the possibility of meeting your expected due dates.

How do I return a product to your store?

If you are unsatisfied with your purchase, and meet the above disclaimer on returns, and only where we have approved a return, or if the item was received faulty/defective/broken/damaged in transport and/or wrongly delivered by us, please get in touch with us within 24 hours after your delivery through support@coastalpets.co.za, or by phoning the customer support desk on 041 364 0787. A consultant will explain the return process to you and if required we assist in booking a return via courier from our side (costs apply). In the event of a warranty claim, damaged goods or a mistake from our end, the courier service will be free of charge where applicable. If you however ordered a product that you no longer wish to keep, and meet our conditions for return and only after we approved the return, a courier and handling fee will apply (calculated upon processing your return and communicated with you prior to booking the courier), alternatively you have the option to return items not qualified for a free return with your preferred courier. Please send to our Retail store: Coastal Aquariums & Pet Supplies, Unit 2, 172 Circular Drive, Lorraine, Port Elizabeth.