Last updated: 18 December 2025
Welcome to HeroHounds (“we”, “us”, “our”). These Terms and Conditions govern your use of our website https://herohounds.co.za and any purchases made through our online store. By accessing or using our website, you agree to be bound by these Terms.
If you do not agree with any part of these Terms, please do not use our website.
1. Company Information
HeroHounds Pet Boutique (Pty) Ltd operates in South Africa. For any queries, please contact us via the contact details provided on our website.
2. Use of the Website
- You must be at least 18 years old or have permission from a legal guardian to use this website.
- You agree to use the website for lawful purposes only.
- You may not misuse the website, attempt to gain unauthorised access, or interfere with its normal operation.
3. Products and Availability
- All products displayed on the website are subject to availability.
- We reserve the right to limit quantities, discontinue products, or change product descriptions and pricing at any time without prior notice.
- Product images are for illustration purposes only and may differ slightly from the actual product.
4. Pricing and Payment
- All prices are shown in South African Rand (ZAR) unless stated otherwise.
- Prices include VAT where applicable.
- We reserve the right to correct any pricing errors.
- Payment must be made in full before orders are processed and shipped.
Accepted payment methods will be displayed at checkout.
5. Orders and Order Acceptance
- Placing an order constitutes an offer to purchase.
- We reserve the right to accept or reject any order at our discretion.
- An order is only confirmed once payment has been received and you receive an order confirmation email.
6. Shipping and Delivery
- Delivery times are estimates and may vary due to factors beyond our control.
- Frozen products require immediate refrigeration or freezing upon delivery.
- We are not responsible for spoilage caused by delays, failed delivery attempts, or improper handling after delivery.
- Please ensure someone is available to receive frozen goods at the delivery address.
- Risk of loss or damage passes to you upon delivery.
7. Returns, Refunds and Exchanges
- Due to the nature of our products, no returns or refunds are permitted on frozen products.
- This policy is in line with the Consumer Protection Act (CPA), which excludes returns on goods that are perishable or intended for daily consumption.
- Please ensure that you select products carefully before completing your purchase.
If a product is delivered incorrectly or is defective at the time of delivery, you must notify us within 24 hours of delivery with supporting evidence (such as photos), so we can assess the matter in line with the CPA.
8. Consumer Rights (CPA)
Important Notice for Frozen & Perishable Goods
By purchasing frozen or perishable products from HeroHounds, you acknowledge and agree that:
- These products are non-returnable and non-refundable once dispatched.
- You are responsible for ensuring appropriate storage immediately upon delivery.
- Failure to accept delivery or store products correctly may result in spoilage for which HeroHounds is not liable.
Nothing in these Terms limits your rights under the Consumer Protection Act, 68 of 2008. If there is a conflict between these Terms and the CPA, the CPA will apply.
9. Intellectual Property
- All content on this website, including text, images, logos, and designs, is the property of HeroHounds or its licensors.
- You may not copy, reproduce, distribute, or use any content without our prior written permission.
10. Privacy and Personal Information
- We process personal information in accordance with our Privacy Policy and the Protection of Personal Information Act (POPIA).
- By using our website, you consent to the collection and use of your personal information as described in our Privacy Policy.
11. Limitation of Liability
- We are not liable for any indirect, incidental, or consequential damages arising from the use of our website or products.
- Our liability is limited to the maximum extent permitted by South African law.
12. Indemnity
You agree to indemnify and hold HeroHounds harmless from any claims, damages, or expenses arising from your use of the website or breach of these Terms.
13. Force Majeure
We are not responsible for failure or delay in performance due to events beyond our reasonable control, including but not limited to natural disasters, strikes, or technical failures.
14. Governing Law and Jurisdiction
These Terms are governed by the laws of the Republic of South Africa, and any disputes will be subject to the jurisdiction of South African courts.
15. Checkout Acknowledgement (Frozen Products)
At checkout, you may be required to confirm that you understand and accept that frozen and perishable products:
- Cannot be returned or refunded
- Must be stored correctly immediately upon delivery
- Are purchased at your own risk once delivered
Failure to accept this acknowledgement may prevent completion of your order.
16. Changes to These Terms
We may update these Terms from time to time. Any changes will be posted on this page, and continued use of the website constitutes acceptance of the updated Terms.
17. Website Footer Legal Links
For transparency and compliance, the following legal pages are available via our website footer:
- Terms and Conditions
- Privacy Policy (POPIA)
- Returns & Refunds Policy (Frozen Products)
18. Contact Us
If you have any questions about these Terms and Conditions, please contact us at woof@herohounds.co.za.
By using this website, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
