Refund policy
Returns & Exchanges (ECTA Cooling-Off Period): In accordance with the Electronic Communications and Transactions Act (ECTA), you have the right to cancel your purchase within 7 days of receiving your goods, without reason or penalty. The goods must be returned in their original, unopened packaging, and in a resalable condition. The customer is responsible for the direct cost of returning the goods if they are not faulty. Once received and inspected, a full refund for the product will be issued to your original payment method within 7 to 10 working days.
Defective Goods & Warranties (CPA Compliance): In line with the Consumer Protection Act (CPA), all dry goods (hardware, tanks, lighting, filters) carry a 6-month implied warranty against manufacturing defects. If a product is faulty, defective, or not fit for its intended purpose, please contact us immediately. You are entitled to a repair, replacement, or refund.
Note: This warranty does not cover normal wear and tear, water damage to non-submersible electronics, or damage caused by negligence, misuse, or load-shedding/power surges without proper surge protection.
Exceptions & Non-Returnable Items: Due to the biological and specific nature of the aquarium hobby, the following items are strictly non-returnable and non-refundable:
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Frozen Fish Food: We package frozen food to the best of our ability, but we cannot guarantee it will arrive in a frozen state. We do not accept responsibility or offer refunds if frozen food thaws during transit.
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Live fish, corals, invertebrates, and live aquatic plants.
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Opened fish food, supplements, or water conditioners.
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Custom-cut glass or custom-built aquariums.
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Gift Cards.
How to Request a Return: To log a return, please contact our support team at centurion@dorrypets.co.za or 012 653 0351 with your order number, a description of the issue, and clear photographs of the product. We’ll confirm your return and send instructions. Please wait for our confirmation before sending anything back.
When you’ll receive your refund: Once we have received and inspected the returned item, we will process your refund within 7 to 10 working days to your original payment method.
- Card, EFT and PayFast: usually reflects within a few working days after processing, depending on your bank.
- Payflex: Payflex reverses your instalments, which can take 7 to 10 working days to reflect, depending on Payflex.
- Prefer an exchange or store credit? Please tell us when you log your return.
6. Contact Us
📞 012 653 0351
Mon - Thu 9:00 - 17:30
Fri 9:00 - 16:00
Sat 9:00 - 13:30
Sun 10:00 - 13:00