Cancellation, returns and refunds policy

If you’re not satisfied with the product and wish to return it, let us know why and we will honour your request and process your refund, on condition that you:

  • email your request to cancel/return the order within seven (7) days of delivery.
  • return the product to us, using the Post Office’s counter-to-counter service or a courier service company, and send us the tracking number. You will be liable for all costs involved in returning the product to us, and Shinga will not refund these costs under any circumstances.
  • the returned product must reach us in its original and unused condition and be accompanied by all original documents and packaging.

Shinga will:

  • process the return, provided that we are satisfied that the goods and packaging are complete and in acceptable condition, qualified for return and resale. 
  • if these conditions are met, we will issue a credit voucher for use on the Shinga online store.
 
 

We will take all reasonable steps to ensure we don’t send you damaged products. Should you wish to return an item that is damaged, and we are confident that the item was not damaged due to your error; we will gladly replace the product, on condition that:

  • we receive an email from you within 48 hours of delivery, which includes a description of the alleged defect;
  • return the product to us, using the Post Office’s counter-to-counter service or a courier service company, and send us the tracking number. You will be liable for all costs involved in returning the product to us, but Shinga will refund you the courier costs should we find that the returned item was indeed damaged (not due to your error). 
  • the returned product must reach us in its original and unused condition and be accompanied by all original documents and packaging.

Shinga will:

  • process the return, provided that the alleged defect is valid and send you a replacement product at our cost, as soon as possible, subject to stock availability.
  • should a replacement not be immediately available, you’ll be given the option of choosing a product with an equal value, or, Shinga will issue a credit voucher for use on the Shinga online store.
  • should there be no valid defect, we will return the product to you, at your cost.
  • regrettably, there is no warranty on consumables i.e.: pet food, pet treats, litter etc. Consumables such as liquids and pastes carry no warranty whatsoever and will not be accepted for credit or exchange.

 

If an attempt has been made to deliver your parcel and you could not accept the parcel, and afterwards request to cancel the order, you will be liable for the costs involved in attempting to deliver the parcel. This will be applicable even though you did not pay a delivery fee when placing the order. 

Shinga will:

  • process the return

  • deduct the courier cost from the original invoice amount and issue a credit voucher for use on the Shinga online store.

Credit Vouchers

Shinga Pet will issue you with a credit voucher should one of the following occur;

• You returned an item to us that meets the above mentioned criteria;

• You ordered an item that is out of stock from our Supplier.

Although we take reasonable steps to ensure that our product offering is always available, it does happen that stock from our suppliers run out and we are only notified about it after you placed your order. Should this occur, we will issue you with a credit voucher so that you can use this to purchase another item or to purchase the same item once it becomes available again. 

Please note that delivery fees may apply should you wish to purchase the same item at a later stage. You can refer to our Company and Delivery policy for the delivery fees.