Refund & Cancellation Policy
Refund and Cancellations Policy
Last updated: 10 January 2026
At Hop and Flop Shop (Hop and Flop Rabbit Rescue), every purchase helps support the rescue, care, and medical needs of abandoned rabbits. We want you (and your little ones) to be happy with your order, so please take a moment to read our refund and cancellations policy.
Returns & Exchanges
For hygiene and safety reasons, we cannot accept returns or exchanges on food, treats, or chew items.
Non-food items (toys, accessories, etc.) may be returned or exchanged within 7 days of delivery, provided they are unused, in original packaging, and in resaleable condition.
Return shipping costs are the responsibility of the customer, unless the item was defective or sent in error.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving it.
We may ask for clear photos of the product and packaging so we can resolve the issue quickly.
Depending on the situation, we will offer a replacement, store credit, or refund.
Refunds
Refunds will only be processed once the returned item is received and inspected (where applicable).
Approved refunds will be issued to your original payment method within 5–7 business days.
Non-Refundable Items
The following items cannot be returned or refunded:
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Food, treats, and chew items
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Gift cards and vouchers
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Sale or clearance items
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Donations made to Hop and Flop Rabbit Rescue
Order Cancellations
Orders may be cancelled within 12 hours of purchase, provided they have not yet shipped.
Once an order has been dispatched, we cannot guarantee cancellation.
Agreement of Terms
By placing an order with Hop and Flop Shop (Hop and Flop Rabbit Rescue), you agree to the terms outlined in this Refund & Cancellations Policy.
Need Help?
For any concerns regarding your order, please email us at orders@hopandfloprabbitrescue.co.za with your order number, photos (if applicable), and a short description of the issue.