Returns & Refunds Policy

We want you to feel confident when shopping with Every Journey Pets. If something isn’t right, we’ll do our best to help.

This policy forms part of our Money-Back Guarantee and sets out the conditions under which returns and refunds may be approved.

Please read the information below carefully so you know what to expect.

Returns

If you wish to return a product, please contact us within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unwashed, and in its original condition

  • The item must be returned in its original packaging

  • Proof of purchase is required

Some items may not be eligible for return due to hygiene or safety reasons. Any exclusions will be clearly indicated on the relevant product pages.

Refunds (Money-Back Guarantee)

Once we receive and inspect your returned item, we will notify you of the outcome.

Refunds are issued in accordance with the eligibility requirements set out in this policy.

If approved:

  • A refund will be processed to your original method of payment

  • Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider

Original shipping costs are non-refundable unless the return is due to a fault or error on our part.

Exchanges

We do not currently offer direct exchanges.

If you would like a different size or product, please return the original item (if eligible) and place a new order.

Faulty or incorrect items

If you receive:

  • a faulty item, or

  • an item that is incorrect or damaged on arrival

Please contact us within 48 hours of delivery, including clear photos where possible, so we can assess the issue and assist promptly.

Return shipping

Unless the return is due to a fault or error on our part:

  • Return shipping costs are the responsibility of the customer

  • We recommend using a trackable shipping service, as we’re unable to take responsibility for returns lost in transit once they’ve been handed over to the courier

Non-returnable items

For hygiene and safety reasons, certain items may not be eligible for return once opened or used. Any exclusions will be clearly stated on the relevant product pages.

How to request a return

To request a return or refund, please email us at:

support@everyjourneypets.co.za

Include:

  • your order number

  • the item you wish to return

  • the reason for the return

We aim to respond within 1–2 business days.

Our approach

We believe in responsible pet ownership and fair, transparent policies. While we can’t accept every return, we’re always happy to review requests and assist where possible.