MARMADUKE PETS: RETURNS, EXCHANGES AND REFUND POLICY

1. Returns and Refunds

1.1. We will do our best to ensure you are happy with your purchase from www.marmadukepets.co.za, and that you receive quality, high-end goods. If you are not absolutely satisfied with your product, we will strive to resolve your problem as quickly as possible and will either refund you, or replace the goods, as the case may be, and subject to the terms set out below.

2. Defective Goods

2.1. What is a defect? A defect is an imperfection in the goods, or any characteristic of the goods, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. A defect will not result from: wear-and-tear; negligence; failure to adequately care for the goods; or where there have been alterations to the goods.

2.2. In the event any of our goods are defective, within 6 months from purchase, we will either refund you, repair the goods or replace the goods, as the case may be – once we have received the product, and inspected the goods, we will discuss these options with you.

2.3. Marmaduke Pets will have no liability or obligation to the customer in respect of any goods which have been subjected to abuse, misuse, improper use, negligence, accident, alteration or tampering at the hands of the customer.

2.4. In order to process the return of defective goods, you must:

• contact our customer service via info@marmadukepets.co.za;
• provide your order number, your personal contact information, and specify the goods which are defective

We will collect the goods from you at no charge, and once it has been inspected and a defect verified, we will send you a replacement or credit your account, whichever you choose.

3. Goods damaged on Delivery

3.1. In the event that any goods are damaged while being delivered to you, please immediately notify us in writing via info@marmadukepets.co.za.

3.2. We will collect the goods from you at no charge, and once it has been inspected and the damage verified, we will send you a replacement or credit your account, whichever you choose.

4. Unwanted Goods / Exchanges

4.1. Goods purchased on www.marmadukepets.co.za may be returned to us within 7(seven) days,from date of delivery, provided that the goods are:

• in original and sealed packagingwith all accessories, including any free gift or incentive offer;
• in original condition, which means: the goods are unworn,unused and undamaged, and all original tags and seals are in place.

4.2. In order to process a refund, or credit on your account, you must:

• contact our customer service via info@marmadukepets.co.za;
• provide your order number, your personal contact information, and specify the goods you wish to return,
• package and send the parcel to our returns address using a courier of your choice, at your own cost, and at your own risk.

Upon receipt of the returned product(s) in our warehouse and after checking the condition of the product(s), we will proceed to process the exchange, or refund the amount charged for the items returned, within 14 (fourteen) business days. A 5% transaction fee will be levied when refunds are processed on unwanted goods.

4.3. In the case of an exchange, the customer will be charged for the shipping costs, the cost of which will be communicated to you.

4.4. We reserve the right to accept or reject the return of products that do not meet these requirements or which we believe are not acceptable for return.

Policy Updated 17/11/2022

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