Refund policy

🔁 Pure Paw Goods – Returns & Refunds Policy (South Africa)

1. INTRODUCTION

This Returns & Refunds Policy governs all purchases made from Pure Paw Goods (“we”, “us”, “our”).

This policy is in accordance with South African consumer laws, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy limits your statutory rights.

2. LEGAL NOTICE

  • South African law does NOT give a general right to return goods for a change of mind.
  • Returns are allowed only in specific circumstances as defined by law or this policy.

This protects Pure Paw Goods from unnecessary refunds.

3. ONLINE ORDER CANCELLATION (COOLING-OFF PERIOD)

Under ECTA:

  • You may cancel an online order within 7 days of delivery, without giving a reason.
  • Items must be:
    • Unused
    • In original packaging
  • Return shipping costs are the responsibility of the customer.

4. DEFECTIVE OR FAULTY PRODUCTS

Under the CPA, you have a 6-month warranty of quality.

If a product is defective, unsafe, or not as described, you may choose:

  • Repair
  • Replacement
  • Full refund

Conditions:

  • Products must be inspected by Pure Paw Goods before approval.

Exclusions:

  • Damage caused by misuse, negligence, or normal wear and tear
  • Altered or incorrectly used products

5. INCORRECT PRODUCTS

If we deliver the wrong product:

  • We will arrange collection at our cost
  • You may choose a refund, replacement, or correct item

6. CHANGE OF MIND RETURNS (OPTIONAL)

Pure Paw Goods may allow returns for change of mind at our discretion:

  • Request must be made within 14 days of delivery
  • Product must be:
    • Unused
    • In original packaging
    • In resalable condition

Important:

  • Return shipping is paid by the customer
  • A restocking fee of up to 15% may apply
  • Original delivery fees are non-refundable

7. NON-RETURNABLE ITEMS

We cannot accept returns for:

  • Custom-made or personalised pet products
  • Digital/downloadable products
  • Perishable goods (e.g., pet treats)
  • Hygiene-sensitive items (e.g., pet grooming items if opened)
  • Gift cards or vouchers

8. RETURN CONDITIONS

All returns must:

  • Include proof of purchase
  • Be returned in original packaging
  • Include all accessories, manuals, and tags
  • Not be damaged after delivery

Returns not meeting these conditions may be rejected.

9. REFUNDS

Approved refunds will be processed:

  • To the original payment method
  • Within 7–14 business days after inspection

Deductions may include:

  • Return shipping costs (if applicable)
  • Handling/restocking fees
  • Damages or missing items

10. RETURN PROCESS

To initiate a return:

  1. Email us at [your email address]
  2. Provide:
    • Order number
    • Reason for return
    • Photos (if defective)
  3. Wait for approval before sending items

⚠️ Returns sent without approval may be rejected.

11. LIABILITY & RISK

  • Returned goods remain your responsibility until received by Pure Paw Goods
  • We are not liable for items lost or damaged in return transit

12. DISPUTE RESOLUTION

If a dispute arises:

  • Contact the National Consumer Commission (NCC)
  • Or seek legal remedies under South African law

13. POLICY CHANGES

Pure Paw Goods reserves the right to update this policy at any time. Changes apply to orders placed after updates.