Returns & Refunds Policy

We want you and your pet to be happy with your order. This policy explains when a return, exchange, or refund is available, and how to request one.

1. Custom orders are final sale

Custom orders — including items made to custom sizing, custom colours or materials, personalisation, or anything made or modified specifically to your request — are not eligible for return, exchange, refund, or cancellation once the order has been confirmed and we've begun sourcing or making it. This includes cases where a custom size or specification you provided turns out not to fit or suit your pet. Because these items are made specifically for you, we're unable to resell them, so please double check your measurements and requirements before ordering — message us first if you're unsure. We'll always tell you clearly when an item you're ordering is a custom order.

This exclusion doesn't affect your right to a repair, replacement, or refund if a custom order arrives faulty, damaged, or materially different from what you ordered — see section 4 below.

2. Standard (non-custom) items

For standard, off-the-shelf items, you may return them within 7 days of delivery for a refund or exchange, provided the item is unused, unworn, unwashed, and in its original condition and packaging with tags attached. Contact us before sending anything back — we'll confirm the return and arrange the details with you.

Return shipping costs are your responsibility unless the return is due to our error (wrong item sent) or a defect — see section 4.

3. Non-returnable items

In addition to custom orders, the following can't be returned:

• Items returned used, worn, washed, or without their original packaging and tags
• Gift cards or vouchers, if we offer these
• Hygiene or grooming items that have been opened or used, where applicable

4. Defective, damaged, or incorrect items

If an item — including a custom order — arrives defective, damaged in transit, or different from what you ordered, contact us within 7 days of delivery with your order number and photos of the issue. In line with the Consumer Protection Act 68 of 2008, we'll assess the issue and, at your choice where the goods are found to be defective, repair the item, replace it, or refund you.

5. How to request a return

Message us on WhatsApp or via our contact form with your order number and the reason for your return. Please don't send anything back before we've confirmed the return with you.

6. Refunds

Once we've received and checked a returned item (or confirmed a defect), we'll process your refund to the original payment method used at checkout via iKhoka. Refunds are typically reflected within 5–10 business days, depending on your bank. Original shipping fees are refunded only where the return is due to our error or a defect.

7. Order cancellations

You may cancel a standard (non-custom) order for a full refund any time before it has been fulfilled and shipped — contact us as soon as possible. Once an order has shipped, our standard return process applies instead. Custom orders cannot be cancelled once confirmed, as described in section 1.