Returns, delivery and privacy

Because each Etched Horizon pet tag is custom engraved, orders cannot be refunded once engraving has started unless the item is damaged, defective, or the engraving does not match the approved mockup.

Before engraving begins, a mockup will be shared with the customer for confirmation. It is the customer’s responsibility to check all spelling, phone numbers, addresses and wording before approving the mockup.

Refunds or replacements may be considered only where:

• The item arrives physically damaged.
• The engraving is materially different from the approved mockup.
• Etched Horizon made an error after the mockup was approved.

Refunds will not be issued for customer spelling errors, incorrect contact details, incorrect colour or size selections, or changes requested after mockup approval and engraving has started.

Etched Horizon delivers nationwide via Pudo locker-to-locker. Delivery is added to your order at checkout.

Free delivery applies to orders of R500 or more.

Delivery will be confirmed once engraving is complete and your parcel is ready to be sent.

Production timelines begin only once the engraving mockup has been approved. Once approved, engraving will be completed within 48 hours. Delivery timelines depend on the Pudo network and delivery location.

Etched Horizon is not responsible for delivery delays once the parcel has been handed over, but we will assist where possible with tracking and delivery updates.

Each Etched Horizon item is custom engraved according to the details provided by the customer and the approved engraving mockup.

Our engraving is designed to be premium, durable, scratch-resistant and fade-resistant under normal everyday use. However, engraved items may still show normal wear over time depending on use, handling, exposure and care.

Because engraving is permanent, customers must carefully check all wording, spelling, phone numbers, addresses, medical notes and special instructions before approving the mockup. Once engraving has started, the order cannot be changed or cancelled unless the error was made by Etched Horizon.

Etched Horizon respects your privacy and is committed to protecting your personal information in line with South Africa’s Protection of Personal Information Act.

When you place an order, we collect only the information needed to process, engrave, confirm and deliver your order. This may include your name, contact number, email address, delivery details, pet information, engraving text and payment-related order information.

If you separately choose to create an Etched Horizon customer profile, we may keep your contact and delivery preferences so future orders are easier. Marketing updates require a separate, optional consent choice and are never required to place an order. You can withdraw marketing consent at any time by contacting us.

Your information is used only to:

• process your order;
• prepare and confirm your engraving mockup;
• communicate with you about your order;
• arrange delivery;
• keep basic business and payment records;
• send updates only where you have opted in;
• respond to queries or support requests.

Etched Horizon will not sell your personal information. Your details will only be shared with service providers where needed to complete your order, such as payment providers and delivery partners.

Service providers and website tracking

PayFast processes payment information and sends payment-status notifications to us. Pudo or another confirmed courier may receive the information needed to deliver an order. Our hosting and email providers process information only as needed to operate the website and send order communications.

With your optional analytics consent, this website loads Google Analytics and Meta Pixel to help us understand visits and improve advertising. These providers may process device, browser, usage and approximate location information outside South Africa under their own privacy safeguards. Optional tracking remains off if you decline it, and you can reopen “Privacy settings” in the footer.

Retention and security

Pending or failed checkout records are reviewed and removed when no longer operationally necessary. Paid-order and payment records are retained for fulfilment, support, dispute and legal/accounting requirements, then securely deleted or restricted when no longer required. Optional customer-profile and marketing records are retained until withdrawn or no longer needed. Access is restricted and private website data is stored outside the public website folder where hosting permits.

Your choices and complaints

You may contact us at info@etchedhorizon.co.za to request access to, correction of, objection to processing of, or deletion of your personal information where legally permitted, or to withdraw a marketing choice.

If you believe your personal information has been handled unlawfully, you may also submit a complaint to South Africa’s Information Regulator through the Information Regulator complaints service.