Refund and Returns Policy

Our Commitment to Hassle-Free Returns and Fair Refunds Contact Us

Return Eligibility

  • Returns must be logged within 7 days of delivery.
  • Items must be unused, unopened, and in original packaging.
  • Proof of purchase (invoice or order number) is required.
  • Exclusions apply (see next section).

Non-Returnable Items

  • Perishables: Opened pet food, fresh meals, and treats
  • Personal care: Shampoos, brushes, grooming tools
  • Customised items: Personalised bowls, tags, etc.
  • Hazardous items: Pressurised or flammable products
  • Gift cards & sale items

Return Process

  1. Email info@biksie.co.za with your order number and reason.
  2. We’ll assess and reply with return instructions.
  3. If approved, we’ll send a return shipping label or arrange collection.
  4. Once received and inspected, refunds are processed within 10 business days.

Refunds

  • Refunds are issued to the original payment method.
  • Shipping fees are non-refundable unless we made a mistake.
  • A fee applies for returns due to customer error.

Late or Missing Orders

If your parcel hasn’t arrived within 5 business days of dispatch, let us know. We’ll liaise with the courier and resolve the issue as fast as possible.

Damaged or Incorrect Items

Email info@biksie.co.za within 48 hours of receiving your parcel. Attach a photo and your order number. We’ll prioritise a refund or replacement.

Cancelled or Undeliverable Orders

  • Orders may be cancelled before dispatch for a full refund.
  • Once dispatched, cancellations are not possible.
  • If we cannot deliver to your area, we’ll notify you and issue a full refund.

Our Promise

We appreciate your trust in Biksie. We aim to make every shopping experience smooth and enjoyable, but when things go wrong, we’re here to fix it — fast, fairly, and with love for your pets.