Refund policy

 *All shipping will be done through Fastway and The Courier Guy only. This includes orders, exchanges and returns. * 

*We do not offer any click-and-collect orders. Orders placed online will be delivered through courier* 

At the Queen 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 order, we are here to assist you and work toward a fair resolution. 

Conditions for Return 

  • A request for return or exchange must be sent to shop@queenpets.co.za within 7 days of delivery.  
  • If you receive an item that is not in suitable condition i.e. damaged or faulty, this request needs to be sent within 48 hours of delivery. 
  • Item must be in a good and sellable condition – this excludes damaged or faulty on delivery items. See damaged or faulty on delivery section for more information. 
  • Item should be in original packaging; this includes items with tags and card backings. 
  • Item should be sent back with original shipping packaging (box it came in). 
  • Item should be a returnable item. See non-returnable items section for more information

Damaged or Faulty on Delivery 

  • Faulty on delivery can refer to electronic items that do not turn on, or do not function as they should. Faulty also refers to an item that seems to have a manufacturing error, such as a dog leash or collar that has incorrect stitching or a product missing a component. We will assist with any exchanges or returns that applies to our previously explained faulty on delivery.
  • Damaged refers to receiving an item that has been broken or damaged during transit with one of our couriers. We do our best to ensure that all our parcels are securely packed, however even then there can be products that are damaged during transit. We will assist with any exchanges or returns that applies to our previously explained damaged on delivery.
  • Please note that some of our boxes will come with a notice stating to be careful when opening and recommends not using a sharp object – this is to prevent damage to an item that is packed closely to the top of a box. If the item was damaged during the opening of the package (such as a slice on the product) then the return will be rejected, and the process for rejected refunds and/or exchanges will be followed. 

Non-returnable Items 

  • All dry foods, wet foods, treats and sauces except for: 
  • Hill’s Science Plan, Royal Canin, Eukanuba and Ultra Pet (These returns are subject to conditions set by the brands. Please contact us at shop@queenpets.co.za directly regarding a return of one of these brands and we can assist further.) 
  • Food items damaged or expired on delivery. 
  • Items that have a non-returnable notice. This can be found in the item image and/or description. 

The Returns Process 

  • An email should be sent to shop@queenpets.co.za with the details of the return such as reasoning and if the return is a refund or exchange. We will then communicate back with you and help you through the process of sending it back. 
  • Once we receive your returned item, it will be assessed to ensure that all return conditions are met. 
  • After assessment you will be notified if your returned product has met all required conditions, and the refund will be processed (see refund process), or your exchanged items will be sent out to you (see exchange process).  
  • Please see above for conditions of return. 

Cost of Return Shipping 

  • Items that are returned due to being faulty, damaged on delivery, expired or wrong product delivered will have collection via courier arranged at no extra cost to you. 
  • Item/s that are returned due to being incorrectly ordered, is the wrong size or no longer wanted will be returned at your own cost. We will arrange a courier collection, however the cost of the shipping will be either deducted from the refund or added onto the shipping of the exchanged item to be paid in. 

Refund Process 

  • The product is assessed after the return process is complete. 
  • If approved, we will notify you and will release your refunded money into the same account that you paid with. 
  • After we have released your refund, it might take up to 15 working days to reflect within your account. If this refund is not reflected within the mentioned timeline, please contact us so that we can try to assist you. 
  • If rejected because it does not meet the requirements, we will either send the product back to you at your shipping expense or we will process a partial refund, this will be done at your choice. 
  • If rejected because it does not meet the requirements and is in completely unsellable condition, we will either send the product back to you at your shipping expense or we will not process any refund, this will be done at your choice. 

 

Exchange Process 

  • The product is assessed after the return process is complete. 
  • If rejected because it does not meet the requirements, we will either send the product back to you at your own shipping expense or we will process a partial refund, this will be done at your choice. 
  • If rejected because it does not meet the requirement and is in completely unsellable condition, we will either send the product back to you at your shipping expense or we will not process any exchange or refund, this will be done at your choice. 
  • With an exchange process we will ask you to choose or specify what new products you would like before we receive your exchanged item so that we can be sure of having everything ready to ship to you. 
  • If approved, your newly chosen items will be sent out to you as soon as possible.  
  • If your new product/s costs more than the old, we will send you a payment link to pay in the difference. 
  • If your new product/s cost less than the previous item, we will ask you to choose between adding another product or having the remaining amount refunded.  

Returning Order In-Store 

Refunds and exchanges can be processed at any of our branches. Please contact us first at shop@queenpets.co.za regarding a return like this so that we can organise this with the manager of your chosen store. If you are wanting to exchange for a specific item, please notify us of this too so that we can check stock availability. 

Products returned in store should meet the following conditions: 

  • The product remains in an acceptable and resalable condition. 
  • All relevant product packaging and tags are intact. 

When returning an item to one of our stores, the manager on duty may request proof of purchase, such as the order confirmation email you received. If the manager determines that the products are not in good condition and no proof of purchase is presented, we may need to decline your request for an exchange or return.  

 

This policy has last been updated on 29 July 2025. We might make changes and/or amendments. We will update the date above any time that this policy is edited. 

If you have any queries or concerns about this policy, please contact us at shop@queenpets.co.za.