Disclaimer, Refunds, Returns and Shipping Policy

Last Updated: May 2026

At Vytrix Pet, we are committed to providing high quality pet food, supplements, and pet related products together with reliable customer service. This policy is governed by the Consumer Protection Act 68 of 2008 of South Africa (“CPA”). By placing an order, you agree to the terms outlined below.

1. General Returns and Refund Guidelines

Customers may request a return or refund by contacting info@vytrixpet.com within the applicable timeframes listed below.

General Requirements

  • Valid proof of purchase is required (receipt or invoice)
  • Items must be returned in original packaging with all components included
  • Returns must be approved before being sent back
  • Refunds will be processed to the original method of payment unless otherwise agreed
  • Vytrix Pet reserves the right to inspect all returned goods before approving a refund, replacement, or exchange

2. Cooling Off Period (CPA Section 44 Distance Sales)

For online purchases, customers are entitled to a 7 day cooling off period from the date of delivery.

Conditions

  • Items must be returned unused, unopened, and in original condition
  • Return shipping costs will be for the customer’s account
  • A refund will be processed within 15 business days after the returned goods are received and inspected

Exceptions

For hygiene, safety, and animal health reasons, the cooling off period does not apply to:

  • Opened pet food
  • Opened supplements
  • Perishable products
  • Products specifically manufactured or customised for a customer

3. Pet Food Products

Due to the consumable and perishable nature of pet food products, opened pet food products cannot be returned unless defective or contaminated.

Defective or Damaged Pet Food

Please notify us within 7 days of delivery and provide:

  • Your order number
  • A description of the issue
  • Clear photographic evidence of the product and packaging

Where required under the CPA, Vytrix Pet may offer:

  • A replacement
  • Store credit
  • A refund

Vytrix Pet reserves the right to request the return of the affected product for inspection before approving a claim.

4. Pet Supplements

Due to health, hygiene, and safety regulations, supplements may not be returned once opened unless defective.

Eligible Returns

  • Unopened products returned within the 7 day cooling off period
  • Defective or damaged products
  • Incorrect items supplied

CPA Implied Warranty

In accordance with CPA Section 56, customers may notify us within 6 months of delivery if a product is defective, unsafe, or not of acceptable quality.

Customers may then request:

  • Repair
  • Replacement
  • Refund

This warranty does not apply where products were improperly stored, misused, overdosed, administered incorrectly, or used contrary to label instructions.

5. Pet Accessories, Clothing, and Other Physical Products

5.1 CPA Warranty

All goods carry a 6 month implied warranty under the CPA against defects or unsafe products.

5.2 Standard Returns

Non defective items may be returned within 30 days provided that:

  • Items are unused and in original condition
  • Packaging, labels, and accessories are included
  • The product is not damaged due to misuse

5.3 Exchanges

Exchanges are subject to stock availability.

5.4 Non Returnable Items

  • Opened consumable products
  • Clearance or final sale items where permitted by law
  • Products damaged through misuse, negligence, or improper storage

6. Shipping Policy

6.1 Shipping Costs

Shipping fees are calculated at checkout based on delivery location, parcel size, and weight.

6.2 Order Processing

Orders are generally processed within 1 to 3 business days excluding weekends and public holidays.

6.3 Delivery Area

We currently deliver within South Africa using reputable courier partners.

6.4 Risk and Delivery (CPA Section 19)

Risk in the goods remains with Vytrix Pet until delivery has been completed to the customer.

Ownership of goods passes upon full payment.

6.5 Delays and Lost Shipments

If an order is delayed, damaged in transit, or lost:

  • We will investigate with the courier partner
  • Customers may be asked to provide supporting information
  • A replacement or refund may be issued where appropriate

6.6 Tracking

Tracking details will be supplied once your order has been dispatched.

7. How to Request a Return or Refund

Please email info@vytrixpet.com with:

  • Your order number
  • Reason for the request
  • Supporting photographs where applicable

Once approved:

  1. You will receive return instructions
  2. The item must be securely packaged
  3. The returned goods will be inspected
  4. We will confirm the outcome and process the approved resolution

8. Pet Product Disclaimer and Waiver

General Pet Health Disclaimer

Vytrix Pet products are intended to support general pet wellbeing and nutrition only. Our products are not intended to diagnose, treat, cure, or prevent any disease.

Always consult a qualified veterinarian before introducing new food, supplements, or wellness products to your pet’s diet, especially where your pet has:

  • Existing medical conditions
  • Allergies or sensitivities
  • Ongoing medication
  • Pregnancy or nursing conditions

Pet Owner Responsibility Waiver

By purchasing and using products from Vytrix Pet, you acknowledge and agree that:

  • Pets may react differently to foods, supplements, or ingredients
  • You are responsible for monitoring your pet for adverse reactions or sensitivities
  • Products must be used strictly according to provided instructions and feeding guidelines
  • Vytrix Pet shall not be held liable for issues arising from misuse, overfeeding, allergic reactions, failure to follow veterinary advice, or improper storage of products

If your pet experiences any adverse reaction, discontinue use immediately and consult your veterinarian.

9. Limitation of Liability

To the maximum extent permitted by South African law, Vytrix Pet shall not be liable for:

  • Indirect or consequential damages
  • Loss arising from misuse of products
  • Delays caused by third party couriers
  • Incorrect information supplied by customers
  • Damage caused by failure to follow usage or storage instructions

Nothing in this policy limits any rights afforded to consumers under the Consumer Protection Act.

10. Contact Information

For all returns, refunds, or policy related queries, please contact:

Vytrix Pet
Email: info@vytrixpet.com
Website: www.vytrixpet.com