Your complete satisfaction is important to Marine Way Animal Hospital thus we have structured our returns policy to ensure that the reason for your return or cancellation is accommodated as far as possible and that it is accompanied by service that will lead you to return to our online shop.


All orders are processed as quickly as possible to ensure prompt delivery however an order is only dispatched once the contents of the entire order is available.

Upon receipt of your order, if you are not completely satisfied and wish to return an item, please contact Marine Way Animal Hospital immediately.

Based on the reason for your refund request we will determine if the refund can be processed.


We hope you understand that our return policies are a simple way of continuing to offer our customers the best service possible however the following conditions apply:

·         The initial delivery charges are non-refundable.

  • Delivery costs are refunded only when the return is the result of our error and the entire order is returned.
  • Additional costs may be incurred for the collection of the products being returned.
  • After a return has been processed, if the final invoice falls below the R50.00 minimum order amount, additional charges may apply.
  • Whilst we are under no obligation to accept the return of goods, you may return any defective goods and we undertake to replace such goods with items of the same or similar specification.
  • We reserve the right to offset the value of any goods accepted for return against any amounts due by you.
  • Please allow up to 7 days after receipt of your return for inspection and for our accounting department to review the type of credit being issued and for payment to be made (if necessary).



If you decide to cancel your order for whatever reason, please do so by contacting Marine Way Animal Hospital immediately. You must advise us in writing of your cancellation and any such cancellation must be signed by the person who made the original purchase. We cannot guarantee an email cancellation will be read in time to stop an order from delivery.  Orders cancelled after they have already been processed and are ready for delivery are subject to a 35% Cancellation Fee. 

Please allow up to 7 days after confirmation of your cancellation for your refund to be processed.



Refused And Unclaimed Orders

Should you decide to refuse to accept a package upon delivery, or claim a package upon notice of delivery attempt, credit will be issued for the order less delivery once the order has been returned.  Once an order has been delivered, it is considered a complete sale.  Credit will be issued once the item has been received and inspected by our return specialist.  Prescription products cannot be returned.


Damaged Product in Shipment

Report any visible outside damage to delivery carrier, then contact Marine Way Animal Hospital for instructions. Please do not discard the product or the container.


Defective or Incorrectly Delivered Products

Please contact Marine Way Animal Hospital within 48 hours of delivery date with any damages, incorrect shipments or shortages in order to receive any replacements or credits to your order.


Last Updated: 23 September 2013.