This policy explains Order cancellations, voluntary change-of-mind Returns and the process for damaged, incorrect or defective Products supplied by LB Hyper (Pty) Ltd, trading as LB's Hyper. It does not limit statutory rights.

1. Contact us before returning anything

All Return requests must first be sent to support@lbshyper.co.za. We may request your order number, proof of purchase or other reasonable information needed to identify the Order and assess your request. Do not send a Product to any address until we issue Return Authorisation and written instructions.

Depending on the Product and Supplier, the authorised destination may be a Supplier, authorised service centre, approved returns partner such as Bob Go where applicable, or another location nominated by us.

The registered office and any residential address are not general returns addresses.

2. Order cancellations

To request cancellation of an Order, contact support@lbshyper.co.za as soon as possible and provide the Order number.

Cancellation is not guaranteed once an Order has been submitted. If the Order has not yet been processed, ordered from a Supplier, packed, handed to a Courier or dispatched, we will take reasonable steps to cancel it.

If fulfilment can no longer reasonably be stopped, cancellation may not be possible. The Customer may then use any applicable Return or statutory cooling-off right after delivery.

Where an Order or part of an Order is successfully cancelled, any amount paid for the cancelled Product will be refunded to the original payment method. Approved cancellation refunds are initiated within 5 Business Days, although the payment provider or bank may take additional time to reflect the funds.

3. Seven-day change-of-mind Returns

A request for a voluntary change-of-mind Return must be submitted within 7 calendar days after delivery.

After approval and receipt of our instructions, the Customer must send the Product back within 7 calendar days unless we agree otherwise in writing.

The Product must be unused, not used by a pet, in resalable condition as new, and returned with original packaging, seals where applicable, accessories, manuals, labels, tags and promotional items.

A Product showing chewing, scratching, staining, pet hair, odours, washing, alteration, assembly damage, wear or other use is not eligible for a change-of-mind Return.

There is no restocking fee for an approved Return that meets this policy.

4. Products generally not eligible for change-of-mind Return

• Opened or unsealed pet food, treats, supplements, grooming products, hygiene products or other consumable or hygiene-sensitive items.
• Products that have been used, fitted, worn, washed, chewed, scratched, soiled, contaminated or damaged after delivery.
• Products made, ordered or personalised to the Customer’s specifications, where the law permits the exclusion.
• Products that cannot safely or lawfully be resold because their packaging, seal, condition or traceability has been compromised.

These exclusions do not apply where a Product is defective, unsafe, incorrectly supplied or otherwise protected by mandatory law.

5. Damaged, missing or incorrect deliveries

Please report visible transit damage, missing components, incorrect Products or delivery discrepancies as soon as reasonably possible, preferably within 48 hours of delivery, so that we can investigate promptly.

We may request photographs or video of the Product, external and internal packaging, Courier label, serial or batch details and the relevant defect or discrepancy. This evidence assists the investigation and does not remove statutory rights.

Where we supplied the wrong Product or the Product was damaged in transit, we will arrange or reimburse reasonable authorised return transport and provide the remedy required by law or agreed with the Customer.

6. Defective or unsafe Products

Defective or unsafe Products are handled under the Warranty and Consumer Rights Policy and applicable law. The 7-day change-of-mind limit does not replace the statutory six-month implied warranty of quality where it applies.

We or the relevant Supplier may reasonably inspect or test the Product to determine the nature of the issue, whether it results from a defect or another cause, and the appropriate remedy.

7. Return shipping costs

The Customer pays direct return shipping for a voluntary change-of-mind Return and remains responsible for the Product until it reaches the authorised destination.

We pay or arrange reasonable authorised return shipping where the Product is incorrect, defective, unsafe or damaged in transit and the claim is valid.

Unauthorised courier, express, insurance or packaging costs will not be reimbursed unless we approved them in writing.

8. Inspection and refunds

A voluntary refund is processed after the Product is received and its eligibility is confirmed. We may reduce the refund for loss in value caused by handling or damage beyond what is reasonably necessary to inspect the Product, where the law allows.

Approved refunds are initiated within 5 Business Days after the refund conditions have been satisfied. The payment provider or bank may take additional time to reflect the funds.

Refunds are normally made to the original payment method. We may use another lawful method where the original method is unavailable or the parties agree.

For a voluntary change-of-mind Return, the original delivery charge is not refundable unless applicable law requires otherwise.

8.1 Partial Returns

Where only part of an Order is returned, any refund will relate only to the eligible returned Product(s), subject to any lawful deductions under this policy and any applicable promotional pricing, bundle discounts or free-delivery adjustments.

Where an Order originally received free delivery and a voluntary partial Return reduces the retained qualifying subtotal to R1,199 or less, we may deduct the standard outbound delivery charge from the refund, except where this would conflict with a statutory cooling-off right or other mandatory law.

9. Exchanges

An exchange is subject to approval and replacement stock availability. Where appropriate, we may instead process a refund and invite the Customer to place a new Order.

Any price difference, delivery fee or approved surcharge for the replacement Product must be paid or refunded as applicable.

10. Statutory cooling-off rights

Certain electronic transactions may carry a statutory cooling-off right under the Electronic Communications and Transactions Act. Where it applies, those statutory rules prevail over any less favourable voluntary-return term, including rules on refund scope, timing and direct return costs.

The Act also contains exclusions. Eligibility depends on the Product and circumstances.

11. Fraudulent or abusive claims

We reserve the right to investigate a claim where we reasonably suspect fraud, abuse of this policy or intentional misuse of our Returns process. Nothing in this clause limits any rights a Customer has under applicable law. We may refuse a claim only where permitted by applicable law.

Warranty and Consumer Rights Policy

This policy summarises key Product-quality, warranty and remedy principles used by LB Hyper (Pty) Ltd, trading as LB's Hyper. It must be read with the Consumer Protection Act and does not replace legal advice or mandatory rights.

1. Implied warranty of quality

Where the Consumer Protection Act applies, Products must be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and usable and durable for a reasonable period, taking account of the Product and circumstances.

Within six months after delivery, a Consumer may return goods that fail the statutory standard without penalty and at the Supplier’s risk and expense, subject to the Act and reasonable assessment of the issue.

2. Statutory remedies

Where the statutory implied warranty applies and the Product fails the standard, the Consumer may be entitled to require repair, replacement or refund in accordance with the Consumer Protection Act.

If a repaired Product fails again within the statutory period applicable to the repair, further statutory remedies may arise.

A reasonable inspection may be required to establish the alleged defect, whether the Product was misused and which remedy applies.

3. Manufacturer and extended warranties

A Product may also carry a manufacturer or distributor warranty. Its duration, registration requirements, exclusions and process are governed by the warranty terms supplied with the Product.

A manufacturer warranty supplements and does not replace rights that cannot lawfully be excluded.

We may refer or coordinate a claim with an authorised service centre or Supplier where appropriate, while remaining responsible for our legal obligations as seller.

4. What is not ordinarily a defect

• Normal wear and tear or expected depletion of consumable parts.
• Damage caused by chewing, scratching, biting, pet behaviour, impact, water, heat, incorrect cleaning, improper storage, pests or other external causes after delivery.
• Damage caused by misuse, neglect, unauthorised alteration, incorrect assembly or failure to follow instructions or warnings.
• A characteristic, limitation or risk that was specifically disclosed and accepted before purchase, unless the law provides otherwise.

An exclusion applies only to the extent permitted by law and only where the excluded cause, rather than an inherent defect, caused the failure.

5. Safety and product incidents

Where reasonably possible, stop using a Product immediately if it appears unsafe or causes injury, illness, choking, allergic reaction, electric shock, fire or another serious risk.

Seek appropriate veterinary, medical or emergency assistance where required and preserve the Product, packaging, batch details and proof of purchase.

Report the incident promptly to support@lbshyper.co.za so that we can investigate with the Supplier and take any legally required action.

6. Proof and cooperation

We may request proof of purchase, order number, serial or batch information, photographs, video, packaging and a description of use and storage.

A Customer must not intentionally destroy, alter or dispose of relevant evidence after being asked to preserve it, unless safety requires immediate disposal.

Contact and notices

Email: support@lbshyper.co.za

Website: www.lbshyper.co.za

Registered office: Ground Floor, Waterstone Building, Stonemill Office Park, 300 Acacia Road, Darrenwood, Johannesburg, Gauteng, 2195

Important: The registered office is not a walk-in shop or a general returns counter. Products must not be sent there unless our written return instructions expressly direct you to that address.

Nothing in this document excludes, limits or waives any right or remedy that cannot lawfully be excluded under South African law. If any provision of this policy conflicts with mandatory South African law, the applicable law will prevail to the extent of the conflict.