T's & C's
Orders placed incorrectly or by mistake of Customer will need to be returned to the Company on the Customer's own account. No refunds will be made until the Goods are returned in good (resalable) condition to the specified location of the Company (Refunds are synonymous with Returns so please see Returns Policy).

Note: A 5% transaction fee will be levied and taken into account when refunds are made.

How do I explain the refund fee?
Note: A refund fee WILL NOT be levied on refunds due to our error. If we made a mistake, we cover the cost.

Dear [customer name], we will gladly refund you. Please note that there will be a transaction fee of 5%.

When can we refund?
* Basic rule: If we made the error, we fix it!
* When a customer has experienced poor service and prefers to rather have a refund than take delivery of the order.
* Only request a refund once the stock has been returned and added back to 'My Products' (on Roger).

When can we not refund?
If a customer has accepted delivery of an order, opened the bag and changed their minds about the product they ordered.

How to do a refund (requires access):
https://drive.google.com/a/petheaven.co.za/file/d/0B94ODnQ68xgkblR5UWctS0xZaHc/edit?usp=sharing