Refund policy

Refund Policy for Bracc Services

• Refund Policy
  At Bracc Services (Pty) Ltd, we strive to ensure your satisfaction with every purchase. This policy outlines our approach to refunds and exchanges for products bought directly from us.

  Product Availability

  Our offerings are subject to stock availability from our Suppliers. If an item is out of stock, it will be clearly indicated on our online shop. Should you place an order for a product that is marked Pre-order or unexpectedly unavailable after Supplier confirmed availibility, we will reach out to discuss alternative options like a replacement, if you would like to wait for the product or a credit to your account if you have already paid.

  Order Cancellation

  You may cancel your order if payment has not yet been made. Once payment is completed, cancellations are only possible before delivery.

  Damaged Products

  If you receive a damaged or defective item, please notify us within one business day. We will arrange for a replacement or a credit (refund possible on request) for the affected product at no extra cost to you.

  Pet Preferences and Trying New Food

  We recommend ordering a small quantity first to see whether your pet enjoys the food before placing an order for a full month. If your pet does not enjoy a particular food, please contact us so we can discuss your concerns. We consider pet-preference requests case by case and will give you some advise on how to entice them to eat the product.

  Satisfaction Guarantee

  We offer a 7-day satisfaction guarantee. If you are not fully satisfied with your purchase, please contact us within 7 days of receiving your order, stating your reason for dissatisfaction. Please note that return shipping costs will be your responsibility. Once we receive the unused item, we will process a refund or credit to your account for the product value.

  Incorrect Items

  Please always check your order on receipt. We cannot verify incorrect products after 7 days, as stocktake are done weekly (normally on a Monday), which means our stock will be corrected and therefore we cannot verify that an incorrect product was delivered to you.  If you receive an incorrect product, please contact us within one business day. We will verify the error and arrange for the correct item to be sent to you at no additional charge.

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For any inquiries regarding our return policy, please contact our customer service team.