Refund policy

KosmoPet – Return & Refund Policy

Last updated: 03 December 2025

At KosmoPet (“we”, “our”, “us”), we take great pride in providing high-quality animal health supplements, probiotics, nutritional powders, natural extracts, oils, and wellness products. Because our products are consumable supplements, strict standards apply to returns and refunds to ensure product integrity, safety, and compliance with South African regulations.

1. No Returns on Opened or Used Products

For health, hygiene, and safety reasons, we cannot accept returns on any product that has been:

  • Opened
  • Used
  • Unsealed
  • Partially consumed
  • Damaged due to incorrect storage by the customer

This applies to all items, including:

  • Colostrum
  • Arthridin
  • KosmoFerment 
  • Fish Liver Oil with Vit D3 & Selenium
  • Sceletium Extract
  • Doggy Cereals
  • BI-AVIREM
  • BI-AVISIN

This policy is fully permitted under the Consumer Protection Act, which allows stores to decline returns of consumables or products that cannot be resold for health reasons.

2. Returns Accepted Only if the Product Is:

You may return a product within 7 days of delivery ONLY if the item is:

2.1 Unopened & Unused

The seal must still be intact, and packaging undamaged.

2.2 Incorrect Item Received

If we shipped the wrong product by mistake, we will replace it at our cost.

2.3 Damaged on Arrival

If the courier delivers a damaged item, report it to us within 48 hours with photos of:

  • The outer packaging
  • The inner packaging
  • The product itself

Late claims cannot be accepted.

3. No Refunds for:

To protect product quality and avoid abuse, refunds will not be issued for:

  • Buyer’s remorse (“I changed my mind”)
  • Incorrect product choice
  • Allergic reactions or expected symptoms
  • Pets refusing to eat or use the product
  • Results that vary per animal
  • Products not used as instructed
  • Incorrect storage by customer (heat, moisture, sunlight)

Supplement effects differ per animal, and no product can guarantee identical results.

4. Refund or Replacement Approval Process

To request a return, email us at:

kosmopet.kleinkaroo@gmail.com

Include:

  1. Order number
  2. Full name and contact number
  3. Photos of the product and packaging
  4. Reason for the return

Our quality team will investigate the claim and respond within 3–5 business days.

Refunds or replacements are only issued once:

  • The product is inspected
  • The claim is validated
  • Compliance checks are completed

KosmoPet reserves the right to approve or decline any return based on our policy.

5. Shipping Costs

  • If the return is due to our error → we cover the courier cost.
  • If the customer made an error (e.g., incorrect product ordered) → customer covers courier cost, both ways.
  • Shipping fees are non-refundable.

6. Product Quality & Storage Responsibility

Our supplements are produced and packaged under controlled conditions. Once delivered, the customer is responsible for correct storage:

  • Store in a cool, dry place
  • Avoid direct sunlight
  • Keep tightly sealed
  • Keep away from moisture, heat, and contamination

Products damaged due to incorrect storage cannot be refunded.

7. Subscription & Bulk Order Policy

Bulk orders, breeder quantities, and discounted subscription purchases are non-refundable unless the product was damaged upon arrival.

8. Legal Compliance

This policy complies with the Consumer Protection Act (CPA) and standard South African regulations regarding:

  • Consumables
  • Supplements
  • Pet health products
  • Probiotics and biologically sensitive materials

KosmoPet reserves the right to update the policy at any time to ensure continued safety and compliance.

9. Contact Us

KosmoPet
2 Jones Street, Oudtshoorn, 6620
Business Cell: 063 423 7251
Email: kosmopet.kleinkaroo@gmail.com