Clear terms. Fair returns. Protected information.

Who you are dealing with

J&M Wondertails is a South African sole proprietorship operated personally by Jane Bronkhorst and is not a separate incorporated company. For these policies and POPIA, “J&M Wondertails”, “we”, “us” and “our” refer to Jane Bronkhorst trading as J&M Wondertails. “Customer”, “you” and “your” refer to the person using the website, creating an account, making an enquiry or placing an order.

Trading name

J&M Wondertails

Legal owner

Jane Bronkhorst

Legal structure

Sole proprietor

CIPC/company registration number

None — not applicable to a sole proprietorship

Physical and service address

5 Van Velden Street, Arbor Park, Tzaneen, 0850

Telephone

079 455 0280

Customer care and sales

sales@wondertails.co.za

General information

info@wondertails.co.za

Proprietor / Information Officer

Jane Bronkhorst · info@wondertails.co.za

Using the website and placing orders

Website use and acceptance

By using this website you agree to use it lawfully. Creating an account or confirming an order requires acceptance of these Terms and acknowledgement of the Privacy Notice. Nothing in these terms removes or limits a right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) or other applicable South African law.

Products, descriptions and stock availability

• Product photographs, packaging, colour and manufacturer details may change and may be illustrative.
• Customers must check labels, ingredients, feeding instructions, measurements, warnings and suitability for their pet.
• “Available now” means the source catalogue and selected option pass the server’s current availability checks; it is not a reservation until the order is submitted.
• Backordered, undisclosed-stock and third-party supplier products remain unpaid until Wondertails confirms availability and delivery.
• Obvious pricing, description or technical errors may be corrected before an order is accepted. We will show the change and allow you to confirm or cancel before payment.

How an order becomes binding

For available-now standard-catalogue products, the server rechecks the selected options, permitted-product rules, current price, delivery address, delivery charge and full total when the customer submits the bag. Backordered or undisclosed-stock products remain unpaid until Wondertails has confirmed that the selected goods are physically available; they are not submitted to PayFast as pre-orders. Third-party supplier-marketplace products remain outside the Wondertails PayFast merchant account unless PayFast gives the required written marketplace, affiliate, aggregator or split-payment approval. The customer can review the product subtotal, delivery amount, full total and these terms before payment. The sale is accepted only after successful payment and our paid-order confirmation. If an availability problem arises after payment, the customer may choose an appropriate alternative or a refund for the unavailable item.

Pricing and PayFast payment

Prices are displayed and charged in South African rand. Any applicable taxes will be dealt with as required by law. For an eligible Wondertails standard-catalogue order, the account displays the product subtotal, delivery amount and full total before the customer chooses PayFast. The customer is then redirected to PayFast’s secure hosted payment page. Wondertails does not add a PayFast processing surcharge, does not ask customers to send card details by email or messaging services, and does not receive or store full payment-card details. A browser return or screenshot is not proof of payment: an order is marked paid only after Wondertails validates PayFast’s signed server notification, source, amount and transaction status. If PayFast is unavailable or the order is not eligible, the order remains unpaid.

Customer accounts

You are responsible for accurate account details, protecting your password and promptly telling us about suspected unauthorised use. We may suspend fraudulent, abusive or unlawful activity. Account and order records are retained only for operational and legal purposes described in the Privacy Notice.

Custom products

Made-to-measure cages, personalised accessories and other special-order goods require written approval of specifications, price and estimated production time. Reasonable handmade variation is not automatically a defect. Your statutory rights remain available where goods are unsafe, defective or do not reasonably match the agreed specifications.

Puppy enquiries are handled separately

Puppies are never sold, reserved or paid for through the pet-shop bag or online checkout. A puppy listing is an invitation to contact our sales team only. Any placement is handled separately and remains subject to availability, suitable-home screening, welfare considerations, lawful transfer requirements and a separate written agreement covering health, care, collection and reservation terms. Animal welfare takes priority.

Restricted and prohibited products

Prescription or biological medication, controlled substances, pharmaceuticals, THC/cannabis products and potentially regulated veterinary treatments are not sold through this website or processed through PayFast. Health-and-medication catalogue categories are withheld from the public shop, supplier submissions in these categories are blocked, and the server prevents both order confirmation and PayFast payment if a restricted item is detected. Pre-orders are not submitted to PayFast. Customers should obtain diagnosis and treatment advice from a veterinarian and purchase regulated products only through an appropriately authorised professional or licensed supplier. General catalogue information is not veterinary advice.

Intellectual property and third-party content

The J&M Wondertails branding, original text and original creative materials may not be copied commercially without permission. Supplier names, trademarks, images and descriptions remain the property of their respective owners and are used to identify products.

Responsible use and liability

Pet products must be used according to their instructions and with appropriate supervision. Nothing on the website replaces veterinary advice. To the fullest extent allowed by law, neither party is liable for indirect or unforeseeable loss. This does not exclude liability or consumer remedies that South African law does not permit us to exclude.

Changes and governing law

The policy version shown at the top applies when you accept it. Material changes will be dated and will not retrospectively remove accrued rights. These terms are governed by South African law.

Simple nationwide delivery

• Wondertails’ standard catalogue delivery is R150, or free when the standard-catalogue subtotal is above R1,000.
• Third-party supplier products ship separately at a base rate of R160 per supplier.
• A supplier shipment becomes free when the selected Google Maps address matches a free-delivery town, city or suburb configured by that supplier.
• After stock and cleared payment are confirmed, our normal dispatch target is 1–3 business days.
• After dispatch, normal courier delivery is 2–5 business days. Tracking is emailed and shown in the customer account when available.
• Supplier-direct, custom and made-to-order products may have a different lead time, which will be confirmed before payment.
• Next-business-day delivery applies only where expressly confirmed for an eligible product and destination.

Delivery estimates are not guarantees. Remote locations, supplier lead times, custom production, public holidays, severe weather or courier disruption may take longer. We will communicate a material delay. Please provide a complete address and a daytime contact person. Risk passes as determined by applicable consumer law, and courier tracking will be shown in your account when available.

If we cannot perform within an agreed period, you retain the cancellation and refund rights provided by ECTA and other applicable law.

Fair remedies when something is wrong

Incorrect, damaged or missing delivery

Please contact us as soon as reasonably possible with your order number, photographs and a description. A 48-hour notification helps us raise a courier claim but does not remove any statutory right. Where we supplied the wrong item or it arrived damaged, we will arrange the legally appropriate collection, replacement or refund.

Qualifying online cooling-off cancellation

Where ECTA’s cooling-off right applies, you may cancel a qualifying online purchase without reason or penalty within seven days after receiving the goods. The direct cost of returning the goods may be for your account. If you paid before cancelling, the applicable refund will be processed within 30 days of cancellation, subject to the law.

ECTA exclusions

The cooling-off right may not apply to categories excluded by law, including goods made to your specifications or clearly personalised, goods that by their nature cannot be returned, goods likely to deteriorate or expire rapidly, and certain unsealed or time-sensitive items. An exclusion does not remove rights relating to unsafe, defective, misdescribed or incorrectly supplied goods.

Defective, unsafe or poor-quality goods

Under the CPA’s implied warranty of quality, qualifying goods that fail to meet the required standards within six months after delivery may be returned without penalty and at the supplier’s risk and expense. At the consumer’s direction, the statutory remedy is repair or replacement, or a refund of the price paid. If repaired goods fail again within three months in the circumstances described by the CPA, replacement or refund rights may apply.

Change-of-mind returns outside a statutory right

We may agree to a discretionary return of an unused, standard stock item in its original saleable packaging. Obtain approval before returning it. Approved discretionary returns may exclude original delivery charges and may require the customer to pay return delivery. This does not limit a statutory right.

Hygiene, food and custom goods

For animal health and hygiene, opened food, treats, medication, bedding, grooming or hygiene goods are generally not accepted for change-of-mind return. Custom, personalised or made-to-measure products are generally not returnable for change of mind. We will still honour remedies required for unsafe, defective, incorrectly supplied or non-conforming goods.

How refunds are paid

After inspection and approval, refunds are made through the original payment method where reasonably possible. A PayFast-paid refund is initiated through the PayFast merchant process where available, and the refund reference is retained with the order. PayFast and bank processing times are outside our control. We may request proof of purchase and information reasonably needed to prevent fraud and process the refund.

How to request a return or refund

1. Email sales@wondertails.co.za with the order number, item, reason and clear photographs where relevant.
2. Wait for return instructions before sending anything. Do not send goods to a supplier or courier depot without written instructions.
3. Pack the approved return safely and include the provided reference.
4. We will inspect the return and confirm the remedy. Approved refunds are initiated promptly; the time for funds to appear depends on the bank or payment provider, except where legislation sets a specific deadline.

How we protect personal information

J&M Wondertails is the responsible party for personal information processed through this website and its order operations. We process information in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”) and applicable law.

Information we may collect

• Identity and contact information, such as name, email, telephone number and delivery address.
• Supplier verification and payment records, including protected bank-confirmation and proof-of-payment documents.
• Account information, encrypted password hash, policy acknowledgements and login/session data.
• Order, product, payment-status, courier, return and customer-support records.
• Enquiry details, pet information you voluntarily provide, marketing choices and communications.
• Technical information needed for security and operation, such as IP address, browser/device information, session cookies and shopping-bag storage.

We normally collect information directly from you. For eligible online payments, PayFast receives the customer name, email address, mobile number, Wondertails order reference, order description and total needed to host and verify payment. PayFast returns limited transaction and status information to Wondertails. We may also receive limited information from couriers, suppliers or fraud-prevention and technical service providers where necessary for an order or website security.

Why we process it

We use information to create and secure accounts; respond to enquiries; verify stock; conclude and fulfil orders; process and reconcile payments; deliver and track parcels; handle returns and complaints; prevent fraud; maintain records; comply with tax, accounting, consumer and legal obligations; and improve website reliability. Marketing is sent only where allowed by POPIA, with an unsubscribe or objection option.

Is providing information mandatory?

Information marked as required is needed to respond, create an account, enter into a transaction or deliver an order. You may choose not to provide it, but we may then be unable to supply the requested service. Optional marketing information may be withheld without affecting an order.

Sharing and operators

We share only what is reasonably necessary with service providers acting for or with us, including Xneelo hosting, PayFast for eligible Wondertails payments, couriers, suppliers fulfilling an order, professional advisers and website/security providers. PayFast is not used to collect payment on behalf of third-party marketplace suppliers without the required PayFast approval. A supplier delivering directly receives the delivery contact and address only after cleared payment through an approved route. A supplier assigned to courier-depot drop-off receives the depot instructions instead of the customer’s private delivery details. We may disclose information when legally required. We do not sell personal information.

Cross-border processing

If a service provider processes information outside South Africa, we will require an appropriate legal basis and safeguards consistent with POPIA before transferring it.

Retention

We keep personal information only for as long as necessary for the purpose collected, an active account or order, legal recordkeeping, dispute handling, fraud prevention or another lawful requirement. When no longer authorised to retain it, we securely delete, destroy or de-identify it.

Security and incidents

Reasonable safeguards include encrypted HTTPS transport, password hashing, access controls, session protection, secure configuration, backups and limited staff/service-provider access. No internet system is risk-free. Where POPIA requires it, affected data subjects and the Information Regulator will be notified of a security compromise as soon as reasonably possible.

Your rights

Subject to POPIA and other law, you may ask whether we hold your information; request access; request correction or deletion of inaccurate, irrelevant, excessive, outdated, incomplete, misleading or unlawfully obtained information; object to certain processing; withdraw consent where consent is the basis; object to direct marketing; and complain to the Information Regulator.

Children and automated decisions

Accounts and purchases are intended for adults. We do not knowingly collect children’s information without appropriate parent/guardian authority or another lawful basis. We do not make solely automated decisions that produce legal or similarly significant effects about customers.

What the website stores on your device

The website uses a necessary session cookie for secure sign-in and local browser storage to remember shopping-bag items. These support functions requested by the visitor. The current package does not include advertising trackers or third-party analytics cookies. If non-essential analytics or advertising tools are added later, this notice and the consent controls must be updated before activation.

Access to records

The Promotion of Access to Information Act 2 of 2000 (“PAIA”) provides procedures for requesting access to records needed to exercise or protect rights. The proprietor handles POPIA and PAIA requests through info@wondertails.co.za. Any prescribed form, fee or proof reasonably required by law may apply.

The applicable PAIA manual and request guidance can be requested using that address. It describes relevant record categories, applicable legislation, automatically available records and the request process.

Talk to us first

For an order, return or sales complaint, email sales@wondertails.co.za. For general information or a privacy request, email info@wondertails.co.za. Include enough information for us to investigate. We aim to acknowledge customer-care matters promptly and resolve them fairly.

Privacy complaints may also be submitted through the Information Regulator’s eServices portal. General Information Regulator enquiries: enquiries@inforegulator.org.za or 010 023 5200. Consumer complaints may be referred to an appropriate consumer body, ombud or the National Consumer Commission where applicable.