Thank you for shopping at MATSEA Pet Supplies.

We do our best to ensure you receive the best services from us and always happy with your products purchased from us. If you are not completely satisfied, you can return the product to us and we will either repair or replace it and if necessary provide a refund, subject to the below terms and conditions:

7 Day Exchange or Refund Policy

We are willing to exchange or refund an item due to it being faulty, damaged or simply unsuitable within a period of seven (7) days from the date of delivery or collection. All items returned will be inspected prior to the refund. Refund or exchanges can be made at our store in Sandton or collected from you once approved by our team. The following terms and conditions must be noted:

1. The original proof of purchase (i.e. the till slip or invoice) must be presented.
2. The item being returned must be in the original packaging and in the same condition in which it was delivered or collected (if not in original packaging, a fee may be charged).
3. The security seal or shrink wrap (where applicable) must be intact.
4. The price tag or label (if applicable) must still be attached to the item.
5. The item may not be altered or tampered with in any way.
6. In the case of perishable items, even if the product was used within the first ten (10) days, MATSEA Pet Supplies is unable to exchange or refund immediately as the item has to first be returned to the supplier for testing before a decision is confirmed.
7.Items marked down for clearance purposes (even if damaged) may not be returned or exchanged. Customers will be informed of this before purchasing the product.
8.Gift vouchers may not be refunded. Please ensure when using a gift voucher you choose the correct product.
9.Certain items may not be refunded however may be changed for the same or similar item.
10. If a defective product is returned, but the customer fails to return all of the accessories and parts that were sold with that product, MATSEA Pet Supplies is entitled to estimate the value of the missing accessories and parts and only credit or refund the difference in respect of the returned item.
11. Electrical products will be repaired, replaced or refunded pending the supplier or manufacturer warranties, provided that:
11.1 The product was used in accordance with the manufacturer’s terms of use and there is no evidence of structural damage or abuse.
11.2 The original components and accessories are also returned; and original plug has not been tampered with.
11.3 Should the product be out of warranty, the product will be returned to the supplier or its authorized representative for assessment. If the product can be repaired, the supplier or authorized representative will provide a quote for the necessary repairs. Repairs will not be undertaken without prior consent of the customer, who is then responsible for the payment of the necessary repairs as per the quoted amount.

Manufacturer Warranty

As with all warranties, certain conditions and exceptions may apply. Please take proper note of any terms, conditions or instructions that accompany the item(s) purchased as well as the following.
1. Motorized or electronic equipment under warranty: Goods that show a manufacturing defect within the first 6 months of purchase will be repaired or replaced subject to the relevant manufacturer’s policy or extended warranty. MATSEA Pet Supplies will call with the supplier on your behalf.
2. The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises.
3. The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:
3.1. Damage caused by lightning or power surges.
3.2. Damage caused by misuse or abuse to the goods.
3.3. Goods used for a purpose other than the purpose for which they were manufactured and intended.
3.4. Goods used contrary to their instruction manuals (where applicable)
3.5. Accidental damage; and
3.6. Damage caused by you in any attempt by yourself to repair the goods.

Defective Products

MATSEA Pet Supplies does its best to ensure that the products you purchase are of a high quality, and in good working order and without defects.

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. The following will NOT be regarded as defects and will not entitle you to a return under this section:
1. faults resulting from normal wear and tear;
2. damage arising from negligence, user abuse or incorrect usage of the product;
3. damage arising from electrical surges or sea air corrosion;
4. damage arising from a failure to adequately care for the product;
5. damage arising from unauthorized alterations to the product.

How Are Refunds At MATSEA Pet Supplies Processed?

Refunds are processed in the following ways:
1. If the item is returned within the seven (7) day period with the proof of purchase, the refund will be made in accordance with the original method of payment. Note this means If a sale was paid electronically, you will be refunded the same by either card or EFT.
2. If proof of purchase is not presented, management decides to grant a refund, refund payments may be done as follows:
2.1. In-store or online voucher – MATSEA Pet Supplies will issue you with a store or online voucher to the value of the refund and this voucher can be redeemed for purchases only online or in store.
2.2. Credit card – MATSEA Pet Supplies will refund your purchases on your credit card. Depending on your bank, the refund can take up to seven (7) working days to reflect in your bank account.
2.3. EFT – MATSEA Pet Supplies are able to process an EFT however depending on the procedures, this can take up to 7 working days to process and up to an additional seven (7) days to reflect in your bank account. Proof of payment of the EFT will be emailed to you. EFT refunds will only be processed if a valid proof of account and ID has been supplied. This is for the safety of both parties.

Please note that when requiring a refund or exchange, it is your responsibility to return the goods to the relevant people at MATSEA Pet Supplies. MATSEA Pet Supplies will not be held responsible or liable for any costs incurred by the customer in this regard.

Order Cancellations

Circumstances which involves our online store or store placing a large order of similar items, or an order being cancelled at no fault of the store, will be refunded with a 15% handling fee.
If you are uncertain about any aspects relating to our Returns and exchanges Policy then please ask in-store or contact us on hello@matseapets.co.za