Refund policy

Returns & Refund Policy

Last updated: 9 August 2026

At Perfect Paw™, we want you and your pets to be happy with your purchase.

We offer a 14-day return period for eligible change-of-mind returns. This means you have 14 days from the date you receive your order to request a return.

Returns

To be eligible for a change-of-mind return, your item must:

  • Be unused and in the same condition as received

  • Be in its original packaging where applicable

  • Include original tags, accessories and parts where applicable

  • Be suitable for resale

  • Include proof of purchase

Products that have been used by a pet, including products showing fur, dirt, stains, chewing, scratching, odours or other signs of use, may not qualify for a voluntary change-of-mind return.

To request a return, contact us at account@perfectpaw.co.za before sending anything back.

Please do not send products back without first receiving return instructions from us.

Customers are responsible for the cost of returning an item for a voluntary change-of-mind return, unless otherwise required by South African law.

Damaged, Defective or Incorrect Items

Please inspect your order when you receive it and contact us as soon as reasonably possible if:

  • Your item arrives damaged;

  • Your item is defective or faulty;

  • You received the wrong product; or

  • Your order is incomplete.

Please provide your order number and photographs or videos where applicable so that we can assess the issue and assist you.

Your statutory rights under the South African Consumer Protection Act 68 of 2008 remain unaffected. Where a product qualifies for a statutory remedy, Perfect Paw™ will provide the applicable remedy in accordance with the law.

Non-Returnable Items

For health, hygiene and safety reasons, certain products may not qualify for voluntary change-of-mind returns once opened or used.

This may include:

  • Used pet beds, tunnels and toys

  • Used collars or harnesses

  • Personal-care or grooming products

  • Products personalised or made specifically to a customer's requirements

  • Products that cannot reasonably be returned due to their nature

This does not affect any statutory right you may have under South African law if an item is defective, unsafe, incorrectly supplied or otherwise does not meet legal requirements.

Sale and promotional items remain subject to applicable consumer rights under South African law.

Exchanges

If you would like a different product or variant, the simplest option is generally to return the eligible item and place a new order.

Statutory replacement rights for defective or non-compliant goods remain unaffected.

Online Purchase Cooling-Off Period

For qualifying electronic transactions, South African law may provide a 7-day cooling-off period under the Electronic Communications and Transactions Act (ECTA).

Where this statutory right applies, it operates separately from our voluntary 30-day change-of-mind return policy. Certain transactions and products may be excluded from the statutory cooling-off provisions.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the return has been approved.

If approved, your refund will be processed to the original payment method where reasonably possible.

Bank and payment-provider processing times may vary, so the time it takes for the refund to reflect in your account may depend on your bank or payment provider.

Where a refund is required by South African consumer law, it will be processed in accordance with the applicable legal requirements.

Important

Nothing in this policy is intended to limit, exclude or waive any consumer right that cannot legally be limited or excluded under South African law.

For any questions regarding returns or refunds, please contact:

account.perfectpaw.co.za

Perfect Paw™
Happy Pets. Happy Hearts.
Every Paw Matters.