Refund & Returns Policy — Olivers Burrow
Effective Date: 25-11-2025
Website: https://oliversburrow.co.za
Thank you for shopping at Olivers Burrow. We take pride in providing safe, high-quality small pet foods, treats, herbs and accessories. If you have any issues with your order, we are here to help.
Returns & Exchanges:
Food, Treats, Herbs & Custom Mixes
For health and safety reasons, we cannot accept returns or exchanges on:
Food mixes
Treats
Herbs
Dried plant products
Custom or personalised blends
Opened or partially used consumables
However:
If your product arrived damaged, incorrect, contaminated, or unsafe, we will replace or refund it immediately.
Accessories & Non-Consumable Items
We accept returns on:
Toys
Containers
Accessories
Non-food products
Conditions:
Returned within 7 days of delivery
Unused, undamaged, and in original packaging
Buyer is responsible for return courier costs (unless the item arrived damaged or defective)
Damaged or Incorrect Orders:
If your item arrives:
Damaged
Incorrect
Missing items
Faulty
Please contact us within 48 hours of receiving your package.
We will ask for:
Your order number
Photos of the product and packaging
Description of the issue
We will then offer one of the following:
Replacement of the item
Full refund
We always cover return shipping on damaged/incorrect items.
Refund Eligibility:
Refunds may be issued if:
Your product is defective
Your order was fulfilled incorrectly
The item is out of stock
A replacement is not available
You cancel before your order is shipped
Refunds cannot be issued if:
You changed your mind
A consumable item has been opened
The product has been used
The product was damaged by improper storage or handling after delivery
Cancellations:
Before your order is shipped:
You may request a full cancellation and refund.
After your order is shipped:
Cancellation is not possible, but you may still request help if there is a problem with the items.
Refund Process:
If your refund is approved:
Refunds will be issued via the original payment method used at checkout (SureCart’s payment gateway)
Refunds typically take 3–10 business days, depending on your bank
You will receive a confirmation email once processed
Sale Items & Promotions:
Sale items, bundles, and discounted products are not eligible for refunds unless damaged or incorrect
Free gifts cannot be returned or exchanged
Non-Delivery / Lost Parcels:
If your order has not arrived within the courier’s delivery window, we will contact the courier on your behalf.
If the parcel is confirmed lost, we will offer:
A replacement
or
A full refund
Contact Us:
For any issues, please email us at:
info@oliversburrow.co.za
Include your order number and photos (if applicable) so we can assist quickly.
