Refund policy

Returns 

You may exchange a product in its new, unopened condition within 10 calendar days of delivery for a different item, voucher, credit note or full refund (no cash refunds) with no penalty if:

• The product has a defect or is considered unsafe for use;
• Goods were delivered as a result of a transaction entered into because of direct marketing and the consumer has exercised his right to cancel the agreement without reason or penalty during the cooling-off period.
• Goods which the consumer did not have an opportunity to examine before delivery and the type and quality of the goods are not as reasonably contemplated in the agreement; or the goods differ in a material respect or characteristic from the sample or product description (based on what an ordinary alert consumer would be entitled to expect); or the goods do not reasonably conform to the material specifications of a special order.
• Some goods are as ordered but is delivered mixed with other goods not ordered, and the consumer accepts delivery of the ordered goods, but rejects the goods not ordered or rejects all the delivered goods.
• Goods found to be unsuitable for a particular purpose communicated to the supplier when entering into the transaction.

Note that shipping costs are non-refundable.

A consumer would lose his right of return, other than for defective or unsafe products, if the goods concerned have been disassembled, altered, personalised, combined with other goods or physically used.

We do our best to provide clear information in the form of detailed product descriptions, sizing charts and personal assistance to ensure that customers are well informed when choosing the correct size collars for their pets. Valgray can however not take any responsibility in the event where the customer 'guesses' a size incorrectly. In such a scenario, we will happily accommodate you to make an exchange for a different size if the item has not been personalised, used or damaged and is still in its original packaging. You the customer will ultimately be responsible for the courier costs involved in order to make the exchange.

Shipping costs will only be covered by Valgray (Pty) Ltd in the event where the error occurred on our side.

We cannot take responsibility for the performance or non-performance of a courier company. We will however do whatever we can to assist you in order to resolve a possible shipment issue.

Please see below for further information on how to return an item.

Our Goods

We supply physical goods. Please carefully read and follow all instructions that come with our goods to ensure that you enjoy the best product performance.

Un-returnable goods

We supply certain goods that you cannot return to us, such as:

• Personalised laser engraved dog tags
• Complimentary dog biscuits

Note: Dog tags will only be exchanged if the dog tag is in perfect condition and un-engraved.

Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. 'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return any new, unused goods, and we will refund the purchase price.  Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end-user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

Return of goods in terms of the cooling-off period

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.

Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 calendar days via email (the sooner the better).

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

• Please do not remove the product from its original packaging or any of the stickers or labels.
• Notify us immediately and we will collect the product from you at no charge.

We will at your choosing:

• deliver the correct item to you as soon as possible (if available); or
• send you a voucher for the purchase price of the product; or
• issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 10 calendar days via email.

We will require the following information to assess where in the delivery process the damage may have occurred:

• photograph of the outer box
• photograph of the inside of the box, including the inner packaging; and
• photograph of the damaged item.
• If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
• replace the product (if available); or
• issue a refund voucher for the purchase price of the product or
• issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

How to return an item

There are different methods of returning an item:

• You may request to drop off the item at your nearest PostNet (There is no cost associated with this). Our Customer Support team will be in touch to confirm the details.
• You may select a pick-up date and the item will be collected from you (we may charge a fee for this service depending on your location).

How to package an item you want to return

The returning product must be packed, in its original packaging, placed within another box with as much padding and protective packaging as possible so that it can travel safely back to us. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If the returning product has not been packaged properly and is damaged, then we simply cannot offer you a refund, voucher or exchange the goods. It is therefore your responsibility to package the item correctly.

How we process your refund

Returns within 10 days

You will be offered a Valgray voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

Our goods warranty

We warrant that all our goods are new and of good quality, unless we clearly describe them as used or reconditioned or as having specific defects.

Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

Statutory compensation

We will replace goods or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to replace defective goods within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either replace the defective goods or make a refund. We reserve the right to decide how to compensate any of our other customers.

Statutory right to return unsuitable goods

Returns of unsuitable goods

A consumer must report and return unsuitable goods within 10 calendar days of delivery according to our returns and refunds procedure.

Refund of price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods. We may refuse to accept them if the correct procedure was not followed. Our returns and refunds procedure is as follows:

• Any return of physical goods must include all accessories and all original packaging. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is therefore your responsibility to package the item correctly.
• When you receive your returns reference number, please write the return claim number clearly on the outside of the package. We may refuse to accept a package that does not have this return reference number on it.
• You may choose to have the item collected by our couriers or drop off the item at your nearest PostNet at no additional charge.

• We do not regard the following as defective:
  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; or
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

• If you choose for us to replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to replace the goods.
• If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
• If the item was given to you as a gift, you will need to provide the original purchaser's details. We will give you a refund in the form of a Valgray voucher to the value of the item.
• All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.

Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers' rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact us and have your invoice ready. We are proud of the reputation of our goods and we will try our best to solve your problem.

Valgray customer support contact details

• Telephone number:  +27 66 262 3627
• Email address:  style@valgrayfordogs.com
• Shipping Address: Valgray for Dogs, 23 The Glen Street, Silverglade, Fish Hoek 7975, Western Cape, South Africa.

• Office hours:
  • Monday to Friday 08:00 to 17:00
  • Friday 08:00 to 17:00
  • Closed on weekends and public holidays

International returns

If you are shipping an item over $75, we strongly recommend that you consider using a trackable shipping service or purchasing shipping insurance (We cannot guarantee that we will receive your returned item).