Refund policy
Refund policy
At Pawfect Pals, we want you and your pets to be happy with every order. If something isn’t right, please read our refund and returns policy below to understand how we can help.
1. Incorrect, damaged or defective products
If you receive an incorrect, damaged, defective or materially misrepresented product, please contact us within 7 days of delivery.
To help us resolve the matter, please provide your order number, a description of the issue and photographs of the product and packaging.
Once the issue has been confirmed, we will offer a replacement or a full refund for the affected product, including the delivery fee where applicable.
2. Change of mind
You may cancel an online order and return a product within 7 days of delivery, provided it is unopened, unused and in its original, sealed packaging.
You will be responsible for the cost of returning the product to us. Once we have received and inspected the returned item, we will refund the purchase price.
3. Items that cannot be returned
For health, hygiene and safety reasons, we cannot accept returns of the following once opened or used, unless they are defective:
- Pet food, treats and supplements
- Flea, tick and deworming treatments, and other health products
- Grooming and skin-care products
- Products that have been used by your pet, such as toys, bowls, beds and accessories
This does not affect your rights under South African consumer-protection legislation for defective goods.
4. Unavailable products
As we operate on a supplier-fulfilment model, an item may occasionally be unavailable after your order has been placed. If this happens, we will contact you and offer a suitable alternative where possible.
If you decline the alternative, or if no suitable alternative is available, we will refund you for the unavailable product.
5. Cancellations before delivery
If you would like to cancel your order before it has been dispatched, please contact us as soon as possible. If the order has not yet been sourced or dispatched, we will cancel it and arrange a full refund.
6. How refunds are paid
Approved refunds will be processed as soon as reasonably possible, using the original payment method where reasonably possible or another agreed method.
The time it takes for the funds to reflect in your account may depend on your bank or payment provider.
7. Your rights
Nothing in this policy is intended to exclude or restrict any rights available to you under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law.
8. Contact us
If you have any questions about a return or refund, please contact us at info@pawfectpals.co.za.
Thank you for shopping with Pawfect Pals!
Pawfect Pals — Because pets deserve the best!