Refund policy

1. Cooling-Off Period (Online Purchases)

In terms of Section 44 of the Electronic Communications and Transactions Act (ECTA):

  • Customers may cancel their order within 3 days after receiving the product, without providing a reason.
  • The product must be returned unused, in its original condition, and in original packaging.

Refunds:

  • A full refund will be issued excluding delivery costs.
  • The customer is responsible for return shipping costs, unless the product is defective.

2. Defective or Faulty Products (CPA Section 56)

If your product is defective, unsafe, or not of good quality:

  • You are entitled to return the product within 30 days of purchase.
  • You may choose between:
    • A repair,
    • A replacement, or
    • A full refund.

Important:

  • This applies only if the defect is not caused by misuse, negligence, or normal wear and tear.

3. Incorrect or Damaged Orders

If you receive:

  • The wrong item, or
  • A product damaged in transit

Please notify us within 48 hours of delivery.

We will:

  • Arrange collection at our cost, and
  • Provide a replacement or full refund, depending on availability.

4. Change of Mind Returns

Outside of the 7-day cooling-off period:

  • Returns for change of mind are not guaranteed and may be accepted at our discretion.
  • If accepted:
    • The item must be unused and in original packaging.
    • A handling/restocking fee may apply.
    • Shipping costs are non-refundable.

5. Non-Returnable Conditions

For hygiene and safety reasons, we may refuse returns where:

  • The product has been used, soiled, or contaminated (e.g., exposed to pet waste or excessive dirt).
  • The product is not in a resalable condition.
  • Packaging is damaged or missing.

6. Refund Processing

  • Approved refunds will be processed within 7–10 business days after inspection.
  • Refunds will be made via the original payment method, unless otherwise agreed.

7. Return Process

To initiate a return, please contact us:

📧 Email: [your email]
📦 Include:

  • Order number
  • Reason for return
  • Photos (if applicable)

We will provide instructions for returning your item.

8. Shipping Responsibility

  • Customers are responsible for return shipping unless:
    • The product is defective,
    • Incorrect, or
    • Damaged on arrival.

We recommend using a trackable shipping service, as we are not responsible for lost returns.

9. Limitation of Liability

To the fullest extent permitted by South African law:

  • PawEase shall not be liable for indirect, incidental, or consequential damages.
  • Liability is limited to the value of the product purchased.

10. Compliance with Law

This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act (CPA). Nothing in this policy limits your statutory rights under applicable law.