Shipping, Refunds & Returns Policy

We want you and your dog to love your InnovaBlendz order. This policy explains how we deliver, and what happens if you change your mind or something is not right. It forms part of our Terms & Conditions, and it does not limit your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Part 1: Shipping

Where we deliver

We deliver to addresses across South Africa. We do not currently deliver outside South Africa. All items are sent via our national courier service. A tracking number will be emailed to you when your order is dispatched. If you have created an account with us, you can login to view your order and track your delivery.

• Processing time: Orders are typically processed within 1-2 business days of receiving payment.
• Delivery time: Delivery generally takes 2-5 business days, depending on your location.
• Shipping rates: Shipping rates are calculated at checkout based on your order weight, size, and destination. Outlying or remote areas may incur additional charges.
• Free shipping: We offer free shipping on orders over R800 (subject to change during promotions).

The delivery cost for your order is shown at checkout before you pay.

More on delivery times

• Delivery times are estimates, not guarantees. Remote areas, public holidays, weather and courier delays can add time.
• Working days are Monday to Friday, excluding South African public holidays.
• You will receive an email when your order is dispatched with a tracking number.

Delivery address

Please check your delivery address carefully at checkout. We cannot change the address once your order has been dispatched. If delivery fails because the address is wrong or incomplete, or no one is available to receive the parcel, we may charge for redelivery.

Receiving your order

Please check your parcel when it arrives. If it is damaged, or the contents are incorrect or missing, email orders@innovablendz.co.za within 7 days of delivery with your order number and photos. We will put it right (see “Damaged, faulty or incorrect items” below).

Orders bought elsewhere

If you bought InnovaBlendz from another online retailer, shipping is handled by that seller and their policy applies.

Part 2: Returns and refunds

Changing your mind

If you bought from us online, you may cancel your order and return the goods within 7 days of receiving them, without giving a reason and without penalty. This right comes from section 44 of ECTA.

To be eligible for a return, your item must be unopened, unused, and in the same condition that you received it. It must also be in the original packaging. Unfortunately, we cannot accept returns on items that have been opened or used, due to the nature of our products.

Exchanges
If you receive a damaged or defective item, we will gladly exchange it for a replacement. Please contact us within 7 days of receiving your order to arrange for an exchange.

Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 5-7 business days.

How to go about the return

• Email orders@innovablendz.co.za within 7 days of receiving your order, with your order number.
• We will confirm and send you return instructions.
• Send the goods back within 5 days of telling us you want to cancel.

Who pays for the return

If you are returning goods because you changed your mind, you pay the direct cost of sending them back, unless we have agreed otherwise. We recommend using a tracked service, as we cannot be responsible for parcels lost on their way back to us.

Return address: Innovablendz, Sir Benjamin Promenade, 3A Chenoweth Street, Durbanville, 7550.

Damaged, faulty or incorrect items

If your order arrives damaged, defective, unsafe or not what you ordered, you are entitled to a remedy under the CPA. Email orders@innovablendz.co.za within 7 days of delivery (or, for a defect that only shows later, within 6 months of delivery) with:

• your order number;
• a description of the problem; and
• clear photos of the product, its packaging and the outer parcel.

We will, at your choice, replace the item or give you a refund. We will cover the cost of returning a damaged, faulty or incorrect item, and we may ask you to return it, or to send a photo instead. If an item is out of stock, we will refund you.

Refunds

• Once we have received and checked your return (or approved your claim), we will confirm by email.
• Refunds are paid to the original payment method within 10 working days, and in any case within 30 days of cancellation. How long it takes to show in your account depends on your bank.
• For a change of mind, we refund the price of the goods. Delivery fees are non-refundable. For a damaged, faulty or incorrect item, we refund the full price, including delivery.
• If you accepted a free or discounted item as part of a promotion, we may deduct its value if you return only part of an order.

Cancelling an order before it ships

If you want to cancel before your order has been dispatched, email info@innovablendz.co.za as soon as possible with your order number. If we have not yet dispatched it, we will cancel it and refund you in full.

Orders from stockists and other retailers

If you bought from a stockist, pet shop, vet clinic or other online retailers, please contact that seller about returns, because their policy applies.

Contact us

Email info@innovablendz.co.za or call 021 300 2028.
Business hours: Monday to Friday, 08:00-17:00.