Refund and Returns Policy

Last Updated: 3 June 2026 Thank you for choosing Maneli Pets. We take immense pride in the quality and safety of our premium pet products. If you are not entirely satisfied with your purchase, we are here to help.

1. General Returns Policy

Due to the nature of our products (pet food, treats, and perishable items) and strict safety and hygiene regulations, we can only accept returns under specific conditions.

• Time Frame: You have 14 days or 30 days from the date you received your item to request a return.
• Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original, unopened packaging.
• Proof of Purchase: A receipt, order confirmation, or proof of purchase is required to process any return or refund.

2. Non-Returnable Items

For health, safety, and biosecurity reasons, the following items cannot be returned:

• Any pet food or treat packages that have been opened, unsealed, or tampered with.
• Items purchased on clearance or marked as “Final Sale.”
• Products purchased through a third-party retailer or distributor (these must be handled directly through the retailer’s return policy).

3. Damaged, Defective, or Incorrect Items

We want to make sure your pets get exactly what they need. If your order arrives damaged, defective, or if you received the wrong item, please contact us immediately at [Insert Contact Email].

• Please provide your order number and include photographic evidence of the damage or the incorrect item.
• Upon verification, we will arrange for a replacement to be sent to you at no additional cost, or issue a full refund.

4. The Return Process

To initiate a return, please follow these steps:

1. Contact our customer support team at [Insert Email] with your order number and the reason for the return.
2. If your return is approved, we will provide you with instructions on how and where to send your package.
3. Shipping Costs: Unless the item is defective or sent in error, you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

5. Refunds

Once we receive your returned item, our quality assurance team will inspect it and notify you that we have received it. We will immediately notify you of the status of your refund after inspecting the item.

• Approved Refunds: If your return is approved, we will initiate a refund to your original method of payment (e.g., credit card or bank transfer).
• Processing Time: You will receive the credit within a certain amount of days, depending on your card issuer’s or bank’s policies (usually [e.g., 5-10 business days]).

6. Contact Us

If you have any questions on how to return your item to us, please contact us at:

• Email: info@manelipets.com
• Address: 21 Imvubu Street, Sebenza, Johannesburg, South Africa