Refund / Return Policy

We do not accept any returns of products purchased from LooLoo Chews due to sanitary reasons.

Exchanges (if applicable)
We only replace items if they are defective or damaged. Including a picture of the applicable product helps us assess the issue. If you want to exchange a product for another item we will allow a 24 hour grace period, however the products will have to be returned back at your own expense and in the original packaging.

Cancellations (if applicable)
Order cancellation requests must be made within one hour of purchase. If an order is cancelled later than this time period, a 15% re-stocking fee will be applicable to the entire order. If a cancellation request is made within one hour of purchase we will refund you the amount of your purchase however a merchant fee will be deducted from the refund as we would have paid the payment merchant already and are not able to get this amount back from the merchant.

Method of Shipping

We ship all orders via The Courier Guy. The Courier Guy lead times are as follows: 1-2 business days for Gauteng, 2-3 Business days for other main centers and up to 5 business days for regional and outlying areas.

Please note;

We do not require a signature at delivery, please follow the tracking number sent to you by email to ensure that there is someone at the delivery address to take delivery of the package. We do not take responsibility for packages that cannot be delivered due to incorrect delivery details or the receiver not being at the address. If the courier returns the parcel to us to due failure to deliver, the customer will be liable for the courier fees incurred.
We are not responsible for confirmed deliveries that have been stolen.
We are not responsible for delays in package deliveries by our courier companies due to their own internal errors.
Customers should not sign for any package that is visibly damaged on delivery. In the case of a package being damaged in transit, please notify us immediately. Signing for a damaged package may cause the insurance on the package to be void, and we cannot take responsibility for damaged or stolen goods after it has been signed for.
We cannot be held responsible for packages returned to us due to incorrect delivery details or contact numbers provided, or if nobody is present at the address to take delivery of the parcel. If a package is returned to us for this reason, the customer will have to cover the courier charge to have the package re-sent.
Changes made to delivery details after we have shipped a parcel will need to be arranged by the customer directly with the relevant courier.

Returns and Exchanges

LooLoo Chews strives to always supply high quality products. We require that you notify us within 2 business day's of delivery in the event of damaged goods as a result of transit. Visibly damaged packages should not be signed for upon delivery as this may cause the insurance on the package to be void.

Please inspect your order thoroughly as soon as it has been received. In the unlikely event of an error with your order or you feel a product is not up to standard, please notify us within 48 hours of delivery and we will assist you to rectify any problems. After 48 hours of delivery of your order we assume that you are satisfied with the products and we can no longer replace, refund or correct problems. If we happened to short-deliver an item in your order by mistake, a full refund will be offered on that item.

Non Defective returns/exchanges

If you are not satisfied with your products, they may be returned or exchanged within 2 business days of dispatch.
Products to be returned must be unwashed, unused, in its original packaging, and in a resellable condition.
The shipping costs for returning the products (via our preferred courier) need to be covered by the customer.
Please note that all cancelled orders will incur a 15% admin fee for processing refunds, regardless of whether the order has been shipped or not.