Refund policy

Queen Pet Shop In-Store Return Policy

At The Queen Pet Shop, we are committed to providing our customers with the highest quality products and exceptional service. Your satisfaction is our top priority, and we strive to ensure that every purchase meets your expectations. If, for any reason, you are not completely satisfied with your purchase, we are here to assist you and work toward a fair resolution.

Conditions for Refunds/Exchanges for our customers:

• A receipt as proof of purchase must be provided for any return to be processed.
• Refunds/exchanges are applicable for any items returned within 7 days from purchase.
• The returned item should be unused, clean and in its original undamaged packaging.
• All pet food brands have different return policies and will be handled on a case-by-case basis. Please ask our staff in store for assistance if you have any issues with pet food purchased from us.
• A customer return form will need to be filled in for the return process to be completed.
  
• A valid customer profile will be required to complete a return.

Non-Refundable Items

Please note that no refund will be processed for the following items:

•  Large parrot cages
• Pet crates, carriers and kennels
• Dog beds
• Dog jerseys

Refund Process:

• Returns can be processed as store credit, cash, or EFT.
• Store credit will be loaded onto your personal customer profile and is not exchangeable
  for cash.
• Cash refunds for amounts under R500.
• EFT refunds within 3-5 working days to South African bank accounts. Please ensure your
  banking details are correct when providing them. We unfortunately do not take
  responsibility for incorrect banking details provided.
• We are unable to process refunds to cards.

By processing a return with us, you consent to be contacted by The Queen Pet Shop.

We reserve the right to update or modify this return policy at any time without prior notice

April 2026