Shipping and Returns
Effective Date: 15 July 2026
At BigBlackDogCo (Pty) Ltd, we take pride in manufacturing premium travel bags and accessories for your pet. If you are not completely satisfied with your purchase, we’re here to help.
This Returns & Refund Policy applies to purchases made through our website and should be read together with our Terms of Service.
Return Eligibility
You may request a return within 14 days of receiving your order, provided the item:
- Is unused and in its original condition.
- Is free from damage caused by misuse, alteration or normal wear and tear.
- Includes all original packaging, accessories and tags.
- Is accompanied by proof of purchase.
We reserve the right to refuse returns that do not meet these requirements.
Change of Mind Returns
If you change your mind after receiving your order, eligible products may be returned within 30 days.
Unless the return is due to our error or a manufacturing defect, customers are responsible for the cost of return shipping.
Original shipping charges are non-refundable unless required by applicable law.
Returned items must arrive in a resalable condition.
Manufacturing Defects
All BigBlackDogCo products are covered by a 12-month warranty against manufacturing defects under normal use.
If your product develops a manufacturing defect during the warranty period, we will inspect the item and, at our discretion:
- Repair the product;
- Replace the product with the same or a comparable product; or
- Provide a full or partial refund where appropriate.
The warranty does not cover:
- Normal wear and tear
- Cosmetic marks from regular use
- Damage caused by misuse or abuse
- Improper storage or care
- Accidental damage
- Modifications or repairs carried out by unauthorised persons
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please notify us within 48 hours of delivery.
Please include:
- Your order number;
- A description of the issue; and
- Clear photographs of the product, packaging and shipping label.
Once reviewed, we will arrange an appropriate resolution as quickly as possible.
Consumer Rights
Nothing in this Policy limits or excludes any rights you may have under the Consumer Protection Act, 2008, including your rights in relation to defective goods or products that fail to meet acceptable quality standards.
Where the Consumer Protection Act provides greater protection than this Policy, the Act will apply.
Non-Returnable Items
The following items cannot be returned unless they are defective or required by applicable law:
- Dog bowls, treat pouches and towels if they have been used.
- Clearance or final sale items
- Products damaged through misuse, neglect or improper care
Return Shipping
Where a return is due to:
- A manufacturing defect;
- An incorrect item supplied by us; or
- Goods damaged before delivery,
BigBlackDogCo will arrange or reimburse reasonable return shipping costs.
For all other approved returns, customers are responsible for return shipping costs.
We recommend using a tracked and insured shipping service, as we cannot accept responsibility for returned parcels that are lost or damaged in transit.
How to Request a Return
To start a return, please contact us at:
Email: woof@bigblackdogco.co.za
Please include:
- Your order number
- Your full name
- A description of the reason for the return
- Photographs where applicable
We will provide further instructions once your request has been reviewed.
Changes to this Policy
We may update this Returns & Refund Policy from time to time.
The latest version will always be published on our website with the updated effective date.
Continued use of our website constitutes acceptance of any revised version of this Policy.
Shipping & Delivery
We ship to all locations within South Africa. Estimated delivery: 3–5 working days from order processing (excluding weekends and public holidays). Shipping costs calculated at checkout.
General Notes
Orders are processed within 1–2 working days. Delivery times are estimates only – delays can occur due to carrier issues, stock unavailability, high demand, or unforeseen events. Once shipped, tracking is provided where available. Risk of loss passes to you upon handover to the carrier.