Return Policy

At Pet Nerd, we prioritize delivering products of the highest quality to our customers. While we take every measure to ensure that our items meet stringent standards, defects may occasionally go unnoticed or arise during transportation.

To facilitate a smooth return process, please retain proof of purchase and the original packaging in case a return becomes necessary. Our food guarantees and returns align with the guidelines of respective brands. If you have any questions about the returns process, feel free to contact us for assistance. If you wish to exchange or return a product for a refund, ensure the original packaging remains unopened and unused. Contact Pet Nerd via call or WhatsApp at +27 73 016 7911 or email shop@petnerd.co.za.

For products where a voucher was redeemed against the purchase and are being returned, the voucher amount will be refunded or credited to your account. The rand value will be refunded to the original payment method unless an alternative arrangement has been explicitly confirmed in writing with Pet Nerd.

Exclusions

Certain items, such as custom-made orders like beds and bedding, cannot be returned unless they are inherently defective. For food products, returns are allowed only if the manufacturer’s guidelines permit such returns.

Additionally, products damaged in normal use or play by the pet, such as teeth marks or torn-up plush toys, are not eligible for return.

Returns Procedure

To initiate a return or refund, notify Pet Nerd via WhatsApp at +27 73 016 7911 or email shop@petnerd.co.za. Include images and a detailed description of the reason for the return. Specify whether you would like an exchange, refund, or store credit. Pack the product(s) and their original packaging into a box. Our courier will arrange to collect the box at an agreed-upon time.

Reserved Rights

Pet Nerd reserves the right, in the interest of fraud prevention, to refund or cancel any orders with notice given to the buyer.

Pet Nerd also reserves the right, in cases of suspicion or abuse of its return policy, to deny a refund or exchange of product(s).