Refund policy

Returns & Refund Policy

At NORTHTAIL, we are committed to providing quality pet care products. This Returns & Refund Policy is governed by the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). Nothing contained in this policy limits or excludes any rights afforded to consumers under applicable South African law.

1. Eligibility for Returns

Products purchased from NORTHTAIL may only be returned where permitted under South African law or as expressly provided in this policy.

To qualify for an eligible return, the product must:

  • Be unused and untested (except as reasonably necessary to inspect it).

  • Be returned in its original condition.

  • Be returned in its original packaging with all included accessories.

  • Be free from pet hair, dirt, odours, scratches or damage.

  • Be suitable for resale as new.

NORTHTAIL reserves the right to refuse any return that does not meet these requirements where permitted by law.

2. Cooling-Off Period (Online Purchases)

In accordance with the Electronic Communications and Transactions Act, customers purchasing online may cancel their purchase within 7 (seven) days after receiving the goods.

To qualify:

  • The SteamCare Brush must not have been used on any animal.

  • The product must be returned in its original packaging.

  • The product must be clean, undamaged and in a resalable condition.

Customers are responsible for return shipping costs unless otherwise required by law.

Refunds will only be processed after the returned product has been received and inspected.

Original shipping charges are non-refundable unless required by law.

3. Change of Mind

Except where South African law provides otherwise, NORTHTAIL does not accept returns or provide refunds because:

  • You changed your mind.

  • Your pet does not like the product.

  • You no longer require the item.

  • You ordered the incorrect product.

  • You found the product elsewhere at a lower price.

Any return accepted outside your legal rights is entirely at NORTHTAIL's sole discretion.

4. Hygiene & Non-Returnable Products

For health, hygiene and animal safety reasons, the NORTHTAIL SteamCare Brush cannot be returned if it has:

  • Been used on any pet.

  • Come into contact with animal hair, skin, saliva or other biological material.

  • Been filled with water or any liquid.

  • Been switched on or operated beyond what is reasonably necessary to inspect the product.

  • Been modified, disassembled or repaired.

  • Been damaged through misuse, abuse, neglect or accidental damage.

  • Been used for commercial grooming services.

Once the product has been used on a pet, it cannot be resold for hygiene reasons. Accordingly, returns of used products may be refused where permitted by law.

This restriction does not affect your statutory rights if the product is defective.

5. Faulty or Defective Products

If your NORTHTAIL SteamCare Brush is defective, unsafe or fails due to a manufacturing defect within 6 (six) months of delivery, you are entitled under the Consumer Protection Act to choose one of the following remedies:

  • Repair;

  • Replacement; or

  • Refund.

NORTHTAIL reserves the right to inspect and test the product before approving any warranty claim.

This warranty does not apply where damage results from:

  • Normal wear and tear;

  • Improper use;

  • Failure to follow the user instructions;

  • Use with unsuitable liquids;

  • Water damage caused by misuse;

  • Physical abuse or accidental damage;

  • Unauthorized repairs or modifications;

  • Damage caused by pets chewing, scratching or biting the product;

  • Commercial or professional use.

6. Incorrect or Damaged Deliveries

If you receive:

  • An incorrect item;

  • An incomplete order; or

  • A product damaged during delivery,

you must notify NORTHTAIL within 48 hours of receiving your order.

You may be asked to provide photographs of:

  • The product;

  • The packaging; and

  • The shipping label.

Failure to notify us promptly may affect our ability to investigate the claim with the courier.

7. Return Shipping

Unless otherwise required by law:

  • Customers are responsible for return shipping costs.

  • Customers assume all risk for returned parcels until they are received by NORTHTAIL.

  • We recommend using a tracked and insured courier service.

Where a return is approved because of our error or a verified manufacturing defect, NORTHTAIL will arrange or reimburse reasonable return shipping costs where legally required.

8. Refunds

Approved refunds will be issued using the original payment method.

Refunds will only be processed after:

  • The returned product has been received; and

  • The product has passed inspection.

Please allow 5–10 business days after processing for the funds to reflect, depending on your financial institution.

Shipping fees are non-refundable unless required by South African law.

9. Inspection of Returned Goods

Every returned item is inspected upon receipt.

Where legally permitted, NORTHTAIL reserves the right to:

  • Refuse the return;

  • Return the item to the customer at the customer's expense; or

  • Deduct a reasonable amount from any refund where the product has been used beyond what is reasonably necessary to determine its nature, characteristics or functionality.

10. How to Request a Return

Before returning any product, please contact our customer support team.

Please include:

  • Your full name;

  • Order number;

  • Reason for the return; and

  • Clear photographs where applicable.

Returns sent without prior authorization may be refused.

11. Limitation of Liability

To the fullest extent permitted by South African law, NORTHTAIL shall not be liable for any indirect, incidental, consequential or special damages arising from the use or misuse of the SteamCare Brush.

Customers are responsible for using the product only as intended and under appropriate supervision when grooming pets.

Nothing contained in this clause limits any liability that cannot legally be excluded under South African law.

12. Consumer Rights

Nothing contained in this Returns & Refund Policy limits, excludes or waives any rights that consumers have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African legislation.

Where this policy conflicts with applicable law, the law shall prevail.