Refund policy

At Spotty™, customer satisfaction and responsible business practices are important to us.

We carefully select pet accessories intended to make everyday pet care more convenient, practical and enjoyable.

This Returns, Refunds & Exchanges Policy ("Policy") explains the conditions under which products purchased through our online store may be returned, exchanged, repaired, replaced or refunded.

This Policy is governed by the laws of the Republic of South Africa, including, where applicable:

• The Consumer Protection Act 68 of 2008 ("CPA");

• The Electronic Communications and Transactions Act 25 of 2002 ("ECTA");

• The Protection of Personal Information Act 4 of 2013 ("POPIA"); and

• Other applicable consumer protection legislation.

Nothing in this Policy excludes, restricts or overrides any consumer rights or remedies that cannot lawfully be excluded under South African law.

Where a provision conflicts with applicable legislation, the legislation will prevail.

2. Eligibility for Returns

Customers may request a return under the following circumstances:

• The product is defective, unsafe or fails applicable quality standards.

• An incorrect product was delivered.

• The product is materially different from its advertised description.

• The product was damaged before or during delivery.

• The product is unsuitable for a particular purpose expressly communicated to Spotty™ and accepted in circumstances covered by applicable law.

• The customer exercises an applicable statutory cooling-off right.

• Another applicable law provides a right to return the product.

Returns will be assessed according to the reason for the return and the customer's applicable legal rights.

Spotty™ reserves the right to request reasonable information necessary to verify a return, provided this does not unfairly obstruct the exercise of statutory rights.

3. Seven-Day Online Shopping Cooling-Off Period

Under section 44 of ECTA, where applicable, a customer may cancel an eligible online purchase without providing a reason and without penalty within seven calendar days after receiving the goods.

During this period:

• The customer must notify Spotty™ of their decision to cancel.

• The customer is responsible for the direct cost of returning the goods.

• Spotty™ will not impose an additional cancellation or restocking penalty.

• The customer is entitled to a refund in accordance with section 44.

• The refund will be made within 30 days of cancellation, as required by ECTA.

The cooling-off right is subject to the exclusions provided by section 42 of ECTA.

These exclusions may include certain personalised goods, goods made to a customer's specifications, rapidly perishable goods and other categories specifically excluded by law.

Opening a product's packaging does not automatically remove a statutory cooling-off right.

Customers should take reasonable care of goods they intend to return.

4. Change-of-Mind Returns Outside Statutory Rights

Spotty™ does not offer an additional voluntary change-of-mind return period beyond applicable statutory requirements unless expressly stated in writing or in a product-specific offer.

Where no statutory or contractual return right applies, Spotty™ may, at its discretion, consider a goodwill exchange or store credit.

Any voluntary return approval may be subject to the following conditions:

• The product is unused and undamaged.

• All original accessories and components are included.

• The product is returned in its original packaging, where reasonably possible.

• Proof of purchase is provided.

• The customer pays the applicable return delivery costs.

A goodwill return does not establish an obligation to approve similar requests in the future.

These conditions apply only to discretionary returns and do not limit statutory consumer rights.

5. Defective, Unsafe or Poor-Quality Products

Under sections 55 and 56 of the CPA, customers are entitled to receive goods that meet applicable statutory quality and safety standards.

If a product fails to meet these standards within six months of delivery, the customer may return it without penalty, at Spotty™'s risk and expense, subject to applicable law.

Where section 56 applies, the customer may choose one of the following remedies:

1. Repair of the defective product;

2. Replacement of the defective product; or

3. Refund of the purchase price.

Spotty™ will not insist on a repair or replacement where the customer is legally entitled to choose a refund.

If a product is repaired and the defect remains unresolved, or another defect is discovered within three months after the repair, the customer will be entitled to the applicable statutory replacement or refund remedy.

Nothing in this Policy limits any additional statutory or express warranty rights.

6. Product Misuse, Accidental Damage and Normal Wear

The statutory warranty does not automatically cover damage caused solely by circumstances unrelated to a defect or failure to meet applicable quality standards, such as:

• Deliberate damage or improper handling;

• Damage caused by chewing, biting or destructive pet behaviour;

• Accidental breakage after delivery;

• Use contrary to reasonable product instructions;

• Unauthorised modifications;

• Damage caused by unsuitable cleaning methods;

• Normal wear and tear that does not constitute a statutory quality failure.

However, Spotty™ will not automatically reject a claim merely because a product has been used, cleaned or shows signs of wear.

Each claim will be assessed on its merits, including whether the alleged problem existed because of a defect, inadequate durability or another failure covered by law.

Where a claim is disputed, Spotty™ may conduct a reasonable inspection or request an appropriate assessment.

7. Hygiene-Sensitive Pet Products

For the health and safety of pets and customers, Spotty™ applies appropriate hygiene procedures when assessing returned pet accessories.

Products may include:

• Pet water bottles and drinking bowls;

• Feeding accessories;

• Grooming accessories;

• Products intended for contact with pets' mouths;

• Pet hygiene and waste-management accessories.

For voluntary goodwill returns, Spotty™ may decline products that have been used, contaminated or cannot reasonably be resold.

However, hygiene considerations do not automatically cancel statutory cooling-off rights or rights relating to defective goods.

Any refusal based on hygiene or public health will be assessed against the applicable legal requirements, including any relevant statutory exclusion or public regulation.

8. Incorrect, Missing or Damaged Orders

If a customer receives an incorrect, incomplete or damaged order, they should contact Spotty™ as soon as reasonably possible.

To assist with the investigation, customers are encouraged to provide:

• Their order number;

• A description of the issue;

• Photographs of the product and packaging, where available;

• Details of any missing components.

For efficient processing, we recommend reporting visible delivery problems within 48 hours.

The 48-hour period is a recommendation only and does not remove or shorten any statutory rights.

Where Spotty™ supplied incorrect, defective or damaged goods and a statutory return right applies, Spotty™ will bear the applicable return costs and provide the remedy required by law.

9. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

A. Statutory cooling-off returns

Where section 44 of ECTA applies, the customer may be charged only the direct cost of returning the goods.

B. Defective or non-compliant goods

Where the CPA requires goods to be returned at the supplier's risk and expense, Spotty™ will bear the applicable return costs.

C. Incorrect products supplied

Where Spotty™ is responsible for supplying incorrect goods, Spotty™ will arrange or cover the return in accordance with applicable law.

D. Voluntary goodwill returns

Where a return is approved outside statutory rights, the customer will ordinarily be responsible for return shipping unless Spotty™ agrees otherwise.

Customers must contact Spotty™ before sending products back so that appropriate return instructions can be provided.

10. Refunds and Processing Times

Approved refunds will be processed in accordance with the applicable statutory requirements.

For cancellations under section 44 of ECTA, refunds will be made within 30 days of cancellation.

For other refunds, the legally applicable deadline will be observed. Where no shorter statutory deadline applies, Spotty™ aims to process an approved refund within 10 business days after the refund has been confirmed and the information reasonably required to process it has been received.

Refunds will ordinarily be issued through the original payment method where technically possible.

If that method is unavailable, Spotty™ may arrange another secure and lawful refund method after appropriate verification.

Banking institutions and payment service providers may require additional time for funds to appear in the customer's account.

Spotty™ will not impose an unlawful refund deduction, cancellation penalty or restocking fee.

Any permitted deduction will be made only where authorised by applicable law or a valid agreement.

11. Exchanges

Customers may request an exchange where:

• An incorrect product was supplied;

• A defective product qualifies for replacement;

• The wrong variant was delivered; or

• Spotty™ agrees to a voluntary exchange.

Where an exchange is required by law, Spotty™ will comply with the applicable requirements.

Voluntary exchanges are subject to stock availability and any conditions disclosed when the exchange is approved.

If a replacement is unavailable, Spotty™ will provide the remedy required by law or otherwise agreed with the customer.

12. Order Cancellations Before Dispatch

Customers who wish to cancel an order before dispatch should contact Spotty™ promptly.

Where the order has not yet been dispatched, Spotty™ will ordinarily accommodate the cancellation without an additional administration fee.

Where the order has already been dispatched, the customer's applicable statutory cancellation and return rights will determine the available remedies and any permitted return shipping costs.

A dispatch notification does not remove any statutory cancellation right.

13. Delivery Delays and Unavailable Products

Spotty™ aims to fulfil orders within the delivery periods communicated during checkout or otherwise agreed with customers.

Under section 46 of ECTA, an online supplier must execute an order within 30 days after receiving it unless the parties have agreed otherwise.

Where an order is not fulfilled within the statutory or agreed period, the customer may exercise the applicable cancellation rights, including cancellation on seven days' written notice where section 46 provides for it.

If Spotty™ cannot fulfil an order because the goods are unavailable, we will notify the customer and refund payments within the legally prescribed period.

Delivery delays caused by couriers or third-party fulfilment providers will be investigated promptly.

Nothing in this section removes any legal responsibility Spotty™ has as the supplier.

14. Lost or Missing Deliveries

Customers who believe an order has been lost in transit should contact Spotty™.

We may investigate the matter with the relevant courier or fulfilment partner and request reasonable supporting information.

Where a product has not been delivered to the customer or a person authorised to receive it, responsibility for the delivery will be determined under applicable South African law.

Spotty™ will not automatically treat a courier's delivery status as conclusive proof that a customer received an order.

Where a refund, replacement or other remedy is required by law, Spotty™ will provide that remedy.

15. Return Inspection and Fraud Prevention

To protect customers and the business against fraudulent or abusive claims, Spotty™ may conduct reasonable verification procedures.

These may include:

• Confirming proof of purchase;

• Checking product identification details;

• Inspecting returned products;

• Reviewing relevant courier delivery records;

• Checking whether the returned item matches the item supplied;

• Investigating suspected product substitution or deliberate damage.

Spotty™ reserves the right to reject a claim that is demonstrably fraudulent or not supported by any applicable legal or contractual right.

However, suspicion alone will not automatically justify withholding a legally required refund.

Inspections and investigations will be conducted within reasonable timeframes and will not be used to unfairly delay statutory remedies.

16. Promotional, Discounted and Sale Products

Products purchased during promotions, clearance sales or special offers remain subject to applicable consumer protection laws.

A discounted price does not automatically remove a customer's statutory rights.

Where a specific defect was clearly disclosed before purchase and the customer expressly accepted that condition, the legal effect of that disclosure will be assessed in accordance with the CPA.

Products sold as promotional bundles may be subject to reasonable conditions for voluntary returns.

Where a statutory return right applies to a bundle or any component, the customer's rights will be respected.

17. Gifts and Gift Purchases

Where a product was purchased as a gift, returns and refunds will ordinarily be processed through the original purchaser and payment method.

A gift recipient may contact Spotty™ for assistance.

Spotty™ may request reasonable proof of purchase or authorisation where necessary.

This provision does not limit any rights that a gift recipient may have under applicable law.

18. How to Request a Return

Customers wishing to request a return should follow these steps.

Step 1: Contact Spotty™

Email our customer support team at:

[Insert Official Customer Support Email]

Include your order number and the reason for your request.

Step 2: Provide Supporting Information

Where relevant, include photographs or a description of the alleged defect, damage or incorrect item.

Step 3: Receive Return Instructions

Our support team will provide the appropriate return address or collection arrangements.

Step 4: Return the Product

Where a return is required, package the product reasonably securely to avoid additional transit damage.

Step 5: Resolution

Spotty™ will assess the request and provide the applicable repair, replacement, exchange, refund or other lawful resolution.

Customers should not send products to an address without first confirming the correct return destination.

This administrative process does not override statutory notification periods or make prior approval a condition of exercising a legal right.

19. Customer Information and Privacy

Personal information collected during returns and refunds may include:

• Customer names and contact information;

• Order and payment references;

• Delivery information;

• Product photographs;

• Return correspondence.

Spotty™ will process this information for legitimate purposes such as handling returns, preventing fraud, fulfilling legal obligations and resolving disputes.

Information will be handled in accordance with applicable privacy laws, including POPIA, and our published Privacy Policy.

Customers should not send full bank card numbers, PINs or passwords when requesting a refund.

20. Complaints and Dispute Resolution

If a customer is dissatisfied with the handling of a return or refund, they may contact Spotty™ using the customer support details provided below.

We aim to acknowledge complaints within two business days and work towards a fair resolution.

Where a dispute cannot be resolved directly, customers may approach an appropriate consumer protection body, including:

• The Consumer Goods and Services Ombud (CGSO);

• The National Consumer Commission (NCC); or

• Another competent authority or court.

Nothing in this Policy prevents a consumer from exercising available statutory complaint or dispute-resolution rights.

21. Limitation of Liability

To the maximum extent permitted by applicable South African law, Spotty™ will not be liable for losses arising solely from circumstances for which it is not legally responsible.

This may include losses resulting from:

• Use of products contrary to reasonable instructions;

• Deliberate misuse or unauthorised modification;

• Damage caused solely by external events after lawful delivery;

• Customer-provided delivery information that is materially incorrect, where the customer is legally responsible for the consequences.

Nothing in this clause excludes liability that cannot lawfully be excluded, including applicable liability for unsafe or defective goods under the CPA.

This clause does not restrict any statutory right to compensation or other remedy.

22. Amendments to This Policy

Spotty™ may update this Policy periodically to reflect changes in legislation, business operations or customer service procedures.

The updated Policy will be published on our website with its effective date.

Changes will not retrospectively remove rights that customers have already acquired under applicable law or an existing agreement.