Terms and Conditions

• Medicine means any prescription veterinary medication scheduled under the Medicines and Related Substances Act 101 of 1965 ("Medicines Act"), including Schedule 3, Schedule 4, and higher schedules, and for the purposes of these terms also includes any product provided under the Stock Remedies Act 36 of 1947 ("Stock Remedies").
• Prescription means a valid written or electronic prescription (including, where permitted by regulation, an electronic image of the physical prescription) issued by a registered veterinarian who has examined the Pet within the preceding 30 days, as required by the South African Veterinary Council (SAVC).
• Customer means the person purchasing Medicine or pet food or accessories on behalf of a Pet.
• Pet means the animal patient for whom the Medicine is prescribed.
• We / Us / Our means the online pharmacy supplier being FirstCare Courier Pharmacy Pty Ltd 2010/011746/07, as accessed through the PetRX.co.za website.
• You means the Customer.

• You must be at least 18 years old and resident in South Africa to purchase Medicine from us.
• All Medicine supplied is for personal use only, for your Pet only, and not for resale.
• These Terms are governed by the laws of South Africa.

A valid Prescription is required for all Schedule 3+ Medicines. You must provide:

• A current Prescription issued within the last 30 days from the date of veterinary examination;
• Your full name, contact details, and South African address;
• The Pet's name, species, breed, and weight (if relevant).

Prescriptions are valid for up to 6 months from the date of first issue, unless the veterinarian specifies a shorter period. We do not accept prescriptions from another veterinary practice for dispensing; only prescriptions from veterinarians who have examined the Pet may be used. Only registered veterinarians are authorised to dispense any medicine Schedule 4+.

• Orders are placed via our website, PetRX.co.za.
• We will confirm acceptance of your order only after verifying your Prescription — an image (or physical copy) of which must be provided to us prior to us executing the order.
• Payment must be made in full and reflect as "cleared funds" in our account before shipment.
• Prices exclude delivery unless otherwise stated, but include VAT.

• Delivery is to South African addresses only.
• We aim to deliver within 3 (three) business days after Prescription verification and will notify you should this not be possible. We use our reasonable endeavours to deliver Medicine to you within 2 (two) business days.
• You are responsible for ensuring the delivery address is correct and accessible, and that an authorised person is present to accept delivery.
• Medicines must be stored appropriately upon receipt; we are not liable for damage due to improper storage by the Customer.

This policy complies with the Medicines Act, Good Pharmacy Practice rules, and public health safety requirements.

6.1 No Returns of Prescription Medicine

Once Prescription Medicine has been dispatched, no returns are accepted under any circumstances, including:

• Dissatisfaction with the product
• Change of prescription by your veterinarian
• Incorrect dosage (unless due to our error)
• Expiry or loss of medication
• Side effects or adverse reactions

This is because Prescription medicines cannot be reused or resold once they leave the pharmacy for safety and regulatory reasons, and re-introducing returned medicine into stock would violate Good Pharmacy Practice and jeopardise public and animal health.

6.2 No Refunds for Dispensed Medicine

No refunds will be issued for Medicine that has been dispensed and dispatched, except where:

• We supplied the wrong Medicine;
• The Medicine is defective or damaged due to our error; or
• The Prescription was invalid and we failed to verify it properly — save where (a) the Prescription was altered in any manner, and (b) it would not be reasonable for us to recognise or determine the invalidity of the Prescription you provided.

In such cases, refunds or replacements will be assessed on an individual basis.

Refunds for non-Prescription orders: we will cancel and refund your purchase in full for non-prescription items if you notify us of the cancellation prior to dispatch (dispatch will be communicated via email or WhatsApp, per your chosen channel). Should your delivered product be unsatisfactory, we will refund you in full against physical receipt of the damaged/unsatisfactory items at our offices or at our discretion.

6.3 Expired or Incorrect Prescriptions

If your Prescription is expired or invalid, we will not dispense. Prescriptions are valid for 28 days for some medical prescriptions; however, veterinary prescriptions are generally valid up to 6 months unless the veterinarian specifies otherwise.

6.4 Issues with Medication

If your pet experiences side effects, suspected dosage errors, or you have concerns about the Medicine, contact both your veterinarian and us directly so these concerns may be reported in accordance with regulations. We do not assume liability for adverse effects or treatment outcomes.

6.5 Consumer Protection Act (CPA) Limitations

The CPA's general return rights do not apply to Prescription medicines or stock remedies due to public health and safety restrictions under the Medicines Act. Our policy is consistent with South African pharmaceutical regulations. Any other goods supplied are supplied subject to the CPA.

We supply Medicine in accordance with South African medical and veterinary guidelines, but:

• Do not guarantee the outcome of treatment;
• Do not warrant effectiveness, which depends on individual health conditions.

We are not liable for: adverse effects of Medicine; incorrect use by the Customer; treatment failure; or outcomes resulting from inaccurate information provided by you.

You confirm that all information provided (Pet details, medical history, etc.) is accurate and complete. Misrepresentation may lead to inappropriate treatment and is your sole responsibility.

• We collect and process your personal and Pet health data in accordance with the Protection of Personal Information Act (POPIA).
• Prescription and medical data will be used only for dispensing, regulatory compliance, and record-keeping.

• Any disputes regarding orders, Prescription verification, or this policy should first be raised with our support team.
• We will review each case individually but cannot guarantee refunds or compensation outside this policy.
• If unresolved, disputes may be referred to the Pharmacy Council of South Africa (SAPC), the South African Veterinary Council (SAVC), or the National Consumer Commission, as appropriate.

We may update these Terms and Conditions. The version on our website at the time of order applies. Continued use of our service after changes to the Terms constitutes acceptance of the updated Terms. In the event any regulations change, those regulations will apply to the conduct of our business and these Terms, regardless of whether the Terms are amended to accommodate such changes.

By purchasing Prescription Pet Medication from us, you acknowledge that you have read, understood, and agreed to:

• These Terms and Conditions;
• Our Return and Refund Policy; and
• All applicable South African laws, including the Medicines Act and Good Pharmacy Practice rules.

Your contact details for purposes of official communication, including your domicilium citandi et executandi, are as provided when registering as a user. Our contact details and domicilium citandi et executandi are as stated on the website.