Refunds, Returns & Cancellations
Last Updated: 29-Jan-2026
Because each order is custom-produced for your dog's unique nutritional needs, our refund, return, and cancellation policies are specific to the made-to-order nature of our products.
Cancellations
Before Payment/Production Charge: You may cancel or skip an upcoming subscription order at any time before your card or account is charged. Simply use your account dashboard in the app or on the website.
Cancellation Cutoff: Once payment is processed and the order enters production, it is locked in and non-refundable, except in cases of verified product defects.
How to Cancel:
• Log in to your account via the app or website.
• Navigate to your subscription settings.
• Select "Cancel" or "Skip" for the upcoming order.
• If you're having difficulty accessing your account, contact us at info@diplomatsdog.co.za or call +27 61 049 5598.
Subscription Billing
Recurring Charges: Subscriptions are charged every 14 days, please look at your account for your specific billing schedule.
Next Charge Date: You can always see your next charge date and payment schedule in your account dashboard.
Cancel or Skip Anytime: You can cancel or skip your next delivery at any time before the charge cutoff without penalty.
Refunds
Non-Refundable After Payment: Payments are generally non-refundable due to the made-to-order nature of our products. Once your payment is processed, production begins immediately, and orders cannot be refunded.
Exceptions: Refunds may be issued only if:
• We cancel an order (in full or in part) due to operational reasons.
• A verified product defect is identified (see Returns section below).
Refund Processing: Approved refunds are processed through your original payment method (Peach Payments) within 5 business days. Your bank may take an additional 3–14 business days to credit your account.
Returns and Replacements (Defective Products Only)
Defect Reporting Window: Defective or damaged products must be reported within 7 days of delivery via the in-app messenger.
What to Include:
• Your order reference number
• A description of the defect (photos recommended)
Resolution: Verified defects will be replaced at no cost. We may request a return of the product for inspection. Refunds are not issued for defective items—only replacements.
Not Covered: We do not provide replacements or refunds for defects caused by:
• Misuse
• Incorrect storage
• Normal wear and tear
• Damage occurring after delivery
• Damage by the customer or third parties
Non-Returnable Items
Because our products are custom-manufactured, we cannot accept returns or issue refunds for:
• Personalized or custom items (all dog food orders)
• Orders already placed or delivered
• Items damaged by the customer or third parties
How to Request a Refund, Return, or Cancellation
In-app Messenger: Use the messenger in the app to contact support. Include your order number and reason for your request.
Email: info@diplomatsdog.co.za
Phone: +27 61 049 5598
Consumer Protection (South Africa)
This policy is subject to the Consumer Protection Act (No. 68 of 2008) of South Africa. Where the CPA grants consumers additional rights, those provisions will apply.
Currency
All prices and transactions are in South African Rand (ZAR).
Full Terms
This is a plain-language summary. For complete legal details, please refer to:
• Product Terms: Section 3 (Cancellations)