KIMVET – Returns Policy

RETURNS POLICY
Thank you for shopping at Kimberley Dierewinkel (PTY) Ltd operated by Kimberley Veterinary
Clinic.
The following terms are applicable for any products that You may purchase with Us.

Cooling-off period for electronic transactions
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic
transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel
certain electronic transactions within 7 days, without reason or a penalty being imposed.
If you are not entirely satisfied with the product you have received, you may return the product
within 7 (seven) days after date of delivery for a different item or full refund of the purchase
price.
The returned product must be returned in its original, unused and unopened condition and
packaging.
After receipt of the returned product the Manager will inspect the product and determine if it is
in its original, unused and unopened condition and packaging. Should you opt for a refund; the
refund will be processed within 30 days of the date of cancellation.
Section 44 is only applicable to natural persons, in other words, a human being. You must also
be the end user of the products and the transaction must have been an electronic transaction via
our website.
The cooling off period does not apply to goods made or altered to your specifications.

Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
• You are able to provide a proof of purchase (invoice)
• The item must qualify as an item that can be returned (see non-returnable items below)
• The item must be in a re-sellable condition except in the case of damaged or faulty items
(saleable condition)
• Within 7 days after delivery, except where the item is found to be defective.

Types of Returns
Incorrect item ordered – Please notify us within 7 (seven) days to exchange your item at one of
our stores in Kimberley or contact us to have the item collected by the courier for your account.
(The cost of courier will be deducted off your refund)
Exchanges – We offer In-Store exchanges at any one of our stores in Kimberley or we are able
to facilitate a courier collection (please note charges will apply)
Incorrect items delivered – Please notify us immediately or within the first 7 (seven) days of
purchase. We will refund, exchange or send the correct item to you free of charge.
Received damaged item(s) – Please notify us immediately or within the first 7 (seven) days of
purchase. We will refund, exchange or send a new item free of charge once we have inspected
the goods.
Defective goods – Please notify us immediately of any defects. We will investigate the matter
and once consulted with our supplier; we will notify you of the outcome.
Late Deliveries – If your order is late and you would like to rather return the item(s). Please
notify us immediately (please read below for more info on late deliveries)

Warranty
We warrant all our new products against any defects for six months from the time we supplied
the products. This is the statutory warranty in terms of the Consumer Protection Act of 2008
(CPA). These products are all subject to the manufacturer’s warranties and terms and conditions.
Any of our products that become defective during the statutory warranty period (six months from
the time the products were supplied) may be returned in order for us to arrange repair or
replacement or a refund.
Defective products are those that had a defect or were unsafe when we supplied them. You must
prove that the products are defective. As soon as we have been contacted by you to facilitate
return of the product to us, we will provide you with the necessary return details. Any customer
that is a consumer under the CPA may decide whether we should either repair or replace
defective goods or process a refund. We will decide how to compensate other customers.
Should a product be found defective within 7 (seven) days from you having received your order,
we will collect and return the product and if the manufacturer or its official distributing agent
determines that the product can be honoured in terms of the warranty, we will carry all the costs
involved in returning and repairing or replacing the product. This will be subject to the
manufacturer or its official distributing agent determining that the product can be honoured
under the terms of the warranty. Should the product be found defective or become defective after
7 (seven) days from you having received your order and where the product still falls under the
warranty period, the cost or returning the defective product will be for your account and we will
cover the cost of returning the repaired or replaced product back to you. This will be subject to
the manufacturer or its official distributing agent determining that the product can be honoured
under the terms of the warranty. If not, the costs for the return of the product will be for your
account.
We do not personally carry out the repair; we send the product to the manufacturer to be
repaired. We warrant all our repaired products against any further defect for the remaining
portion of the statutory warranty period plus a further there months from the time we returned the
repaired products.
Please note: The following are examples of things which will NOT be regarded as defects and
will NOT entitle you to any repair, replacement or refund under the general warranty above:
• Faults resulting from normal wear and tear
• Damage arising from incorrect usage of the product.
• Products that you or any other person has altered, repaired, incorporated or added to
where such alteration, repair, incorporation or addition has not been authorised by
Kimberley Dierewinkel (PTY) Ltd.

Suppliers guarantee: Certain products may come with a supplier’s guarantee. If so, this will be
stated in the product listing on the site. Clear details of these guarantees are given in their listings
and no shopper may ask to be covered by a wider-ranging guarantee other that the one shown on
such product listing.

Repairing an Item
If your product is out of its warranty period, you will incur shipping and repair costs. There will
be a minimum fee of R 200 to collect and R 200 to return it to you. The amount you pay will be
based on your collection and delivery location. If the product is still under warranty, the
collection and return costs will be on us.
Any repairs not covered by warranty will be quoted on for your approval and we will require
payment before any work is done.

Non-Returnable Products
• Food or snacks. Except for:
1. Hills, Royal Canin, Eukanuba, Iams, Ultra Dog, Vets Choice, Nutribyte, Acana and Ultra
Cat food items which may be returned if it is unpalatable provided that the bag of food is
still at least two thirds full and you have not returned any food item for unpalatability in
the preceding 12 months;
2. Items of food that are damaged prior to receipt;
3. Where the expiry date on the item precedes the delivery date
• Treatment products such as tick & flea tablets/drops and sprays (except where the expiry
date on the item precedes the delivery date).
• Items explicitly marked a non-returnable
• Products that you or any other person has altered, repaired, incorporated or added to
where such alteration, repair, incorporation or addition has not been authorised by
Kimberley Dierewinkel (PTY) Ltd.
We supply certain products that you cannot return to us as they are perishable. Perishable goods
include everything under our food and treats category, and we are unable to refund or exchange
items due to public and food safety regulations. If however, your perishables have arrived
damaged or expired we will replace or refund them when we are at fault.

Returns Procedure
For swop outs/exchanges, please call Kimberley Dierewinkel (PTY) Ltd at 053 832 5711 or
email us at eshop@kimvet.co.za.
Pack item(s) into box in its original packaging in order to protect the items you are returning.
Our courier will arrange to collect the package from the address you supplied within 10 – 14
days. If you prefer you can post the package back to the following address:
16 Dalham Road
Kimberley
8301
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We
recommend an insured and trackable mail service. We are unable to issue a refund without actual
receipt of the Goods or proof of received return delivery.

Refund
Within 10 business days of the returned item having been cleared by Kimberley Dierewinkel
(PTY) Ltd quality, the money will be refunded back in the form of payment used for the original
order (either EFT or card), unless specified that a store credit or a swop out is preferred.

Penalty
A 5% transaction fee will be levied on returns of incorrect or mistakenly placed orders by the
customer. The courier costs of these orders will also not be refundable.

CONTACT US
If you have any questions about our Returns and Refunds Policy, please contact us:
• By email: eshop@kimvet.co.za
• By phone number: 053 832 5711