Refund policy

RETURNS & REFUNDS POLICY

Last Updated: 07/06/2026

1. Introduction

At Paws and Co ("we", "our", "us"), we are committed to providing quality products and excellent customer service.

This Returns & Refunds Policy complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and other applicable South African laws.

By placing an order on our website, you agree to this policy.

2. Defective, Damaged or Incorrect Products

If you receive:

A defective product;
A product damaged during transit;
An incorrect product; or
A product that materially differs from its description,

you must notify us within 7 days of delivery.

Where a product is confirmed to be defective, damaged, incorrect, or not as described, we may, at our discretion and in accordance with the CPA:

Replace the product;
Repair the product; or
Provide a full refund.

Where required by law, the customer may elect a refund, repair, or replacement for defective goods within the statutory period.

We will cover all reasonable return shipping costs for approved defective, damaged, or incorrect items.

Photographic evidence may be required before a return is approved.

3. Change of Mind Returns

As our products are sold online, we voluntarily offer a 14-day change-of-mind return policy subject to the conditions below.

To qualify:

The return request must be submitted within 14 days of delivery.
The product must be unused.
The product must be in its original packaging.
All accessories, manuals, inserts, and promotional items must be included.
The product must be in a resalable condition.

Customers are responsible for all return shipping costs for change-of-mind returns.

Original shipping charges are non-refundable.

Products returned with missing parts, damaged packaging, signs of use, or damage caused by the customer may be subject to a reasonable handling, restoration, or repackaging fee, or may be rejected. This is permitted under the CPA where returned goods are not in their original condition.

4. Products That Cannot Be Returned

To the fullest extent permitted by law, we do not accept returns for:

Products that have been assembled, installed, altered, or modified after delivery;
Products damaged through misuse, negligence, abuse, or improper care;
Clearance, liquidation, or final-sale items marked as non-returnable;
Custom-made, personalised, or special-order products;
Consumable products once opened;
Products missing original packaging, accessories, or components;
Products returned without prior approval.

Where South African law grants a mandatory right of return, that right will apply regardless of this section.

5. Return Procedure

To request a return:

Email: pawsandco.co.za@gmail.com

Please include:

Your order number;
Full name;
Reason for the return;
Photographs where applicable.

Returns sent without prior authorisation may be refused.

Approved returns must be shipped within 7 days after receiving return instructions.

Customers remain responsible for returned goods until they are received and inspected by us.

We recommend using a trackable courier service.

6. Inspection and Approval

All returned products are inspected upon receipt.

We reserve the right to reject a return if:

The product shows signs of use beyond what is reasonably necessary to inspect it;
The product is damaged due to customer handling;
The product is incomplete;
The return does not meet the requirements of this policy.

If a return is rejected, the item may be returned to the customer at the customer's expense.

7. Refunds

Once a return is approved:

Refunds will be processed to the original payment method.
Refunds are typically processed within 7–14 business days.
Banks and payment providers may require additional processing time.

Shipping fees are non-refundable unless the return is due to our error, a defective product, or a legal right requiring reimbursement.

8. Delivery Damage

If your package arrives visibly damaged:

Note the damage with the courier where possible.
Take photographs immediately.
Contact us within 48 hours of delivery.

Failure to report transit damage promptly may affect our ability to process a claim against the courier.

9. Statutory Consumer Rights

Nothing in this policy limits or excludes any rights granted to consumers under South African law, including rights under:

The Consumer Protection Act 68 of 2008; and
The Electronic Communications and Transactions Act 25 of 2002.

Where any provision of this policy conflicts with applicable law, the law shall prevail.

10. Contact Information

Paws and Co.