Refund policy

Refund policy
In accordance with South African consumer protection laws, Midfeeds is committed to ensuring a
fair and transparent return and refund process for our customers.
At Midfeeds, customer satisfaction is paramount. If you are not fully satisfied with your purchase, we
offer a refund policy under the following conditions:
 Refunds are applicable to items returned within our 7-day return window, in line with the
Consumer Protection Act.
 The item must be returned in its original condition, un-used, and in its original packaging.
 Refunds will be processed to the original payment method after we receive the returned
item and confirm its condition.
 Please allow up to 10-15 business days for the refund to reflect in your account.
 If we arrange the collection of the item, we would take off the courier fee from the amount
that needs to be refunded.
 Should there be any order cancelation we will take off 15% admin fee.
 If you receive a damaged or incorrect item, please contact us within 7 days of delivery. We
will work with the courier to resolve the issue and arrange for a replacement.
Note:
 Ensure that your shipping address is correct at checkout. We are not responsible for delays
or issues caused by incorrect or incomplete addresses
 Shipping costs are calculated based on the weight and dimensions of the items, as well as
the delivery location. Shipping fees will be displayed at checkout.
 Free shipping may be offered on orders over a specified amount and are under specified
weight. Terms and conditions for free shipping will be outlined at checkout.
 We ship to all areas within South Africa. For shipping to outlying or remote areas, additional
charges or extended delivery times may apply
 Orders are typically processed within 1-3 business days. Orders placed on weekends or
public holidays will be processed on the next business day
 Should we have stock issues regarding an item you bought on our online store you will
receive an email to let you know and we will ship the missing item once we do receive stock.
Eligibility for Returns/refunds
To qualify for a return, the following conditions must be met:
 The item must be in the condition that you received it: unused and in its original packaging.
For pet products, ensure they are clean, free from pet hair, and in a resalable condition.
 A receipt or proof of purchase is required as per the Electronic Communications and
Transactions Act.

 The return must be logged within 7 days of the item being bought or delivered, whichever is
later
 You must be able to provide proof of purchase
 The item must be in a re-sellable condition except in the case of damaged or faulty items
 The item must qualify as an item that can be returned. See non-returnable items below
 The item must be in its original packaging

Non- Returnable/refundable items
 Certain products such as custom orders, and items bought during the Midfeeds annual sale
are non-returnable and non-refundable
 If a product is defective, please contact us within 7 days of receipt for a replacement or store
credit.
 If a refund is not possible, store credit may be issued. Store credits are valid for 12 months
from the date of issue
 Gift cards are non-refundable and cannot be exchanged for cash or credit. Once purchased,
gift cards cannot be returned or refunded under any circumstances.
 Items purchased during sale are non-refundable
Receive a Replacement or Refund
 If the return is due to an error on our part, we will replace the item or process a refund
(where available*) as quickly as possible after receiving the returned product. A refund will
typically take a maximum of 10 working days from the date of receiving your returned item,
and we will notify you by email when the refund has been processed. Unfortunately, we
can't send you a proof of payment as this is typically handled by a third-party payment
processing partner
 IMPORTANT NOTE: Any orders paid for by EFT cannot be refunded into your bank account
as a result of fraud risk. Instead, an online gift card can be offered for the amount of the
refund value.

Initiating a Return
To start the return process, please follow these steps:
1. To initiate a return, please contact our customer service team with your order details. We
will provide instructions on how to return the product.
2. provide the reason for the return send it to sales@midfeeds.co.za
3. If you are wanting to return an item because it is unpalatable to your pet, doesn't fit your
pet or you have changed your mind and don't want it any more, you will need to arrange to
return the item, at your own cost.
We reserve the right to charge a 10% administration fee for returned orders should the returns
process incur significant administration expenses.

An email confirmation with further instructions will be sent once your return request is reviewed
and approved.
Return Process
Upon approval of your return request:
1. A return shipping label will be provided via email.
2. Print and attach this label to your return package.
3. Send back the package following the instructions provided.
4. Customers are responsible for return shipping costs, unless the item is defective or incorrect.
We recommend using a trackable shipping method
Note:
 Items must be returned in their original condition and packaging.
 Returns not adhering to our policy or returned without prior approval may not be accepted.
Exceptions
Some items are not eligible for return:
  Custom Products: Special orders or personalized items made to your specifications.
  Animal Care Goods: Grooming tools, shampoos, and other pet beauty products.
  Sale Items and Gift Cards: Items purchased on sale or gift cards.

This policy is subject to change. For the most current information, please refer to our website or
contact customer service.