Refund policy

Returns

Effective date: 16 October 2026

We offer 14-day returns for eligible unused, non-personalised products. To use this additional return offer, contact us within 14 calendar days after receiving your order.

Items must be unused, undamaged, complete with their supplied accessories and tags, and in their original packaging. Carefully opening the packaging to inspect an otherwise unused item does not automatically disqualify it. Please dispatch your return within 14 calendar days after requesting it.

These conditions apply to our additional voluntary return offer. They do not restrict statutory rights relating to cooling-off cancellations, defective goods or other legally required returns.

Where ECTA section 44 applies, you may cancel an eligible online purchase within seven calendar days after receiving the goods, without giving a reason or paying a penalty. Only the direct return delivery cost may be charged, and a full statutory cancellation qualifies for a full refund within 30 days of cancellation.

Cancellations

We offer a five-calendar-day cancellation window from the date you place your order, provided the goods have not already been dispatched.

Personalised or engraved items must also be cancelled before engraving or other personalisation work begins.

Email your order number and cancellation request to camerontoll2003@gmail.com. We assess the request using the time we receive it, rather than the time we respond.

Orders may be dispatched, or engraving may begin, during those five days. This cancellation window does not mean that fulfilment is placed on hold.

Qualifying cancellations under this offer receive a full refund of the cancelled items and, where the entire order is cancelled, the original delivery charge, within 14 calendar days of cancellation.

This five-day offer does not replace or shorten any statutory cooling-off, advance-order cancellation or other legal right.

How to start a return

Contact camerontoll2003@gmail.com before returning an item. Include your order number or other reasonable evidence of purchase and identify the items you wish to return.

We will provide the return address and instructions. Contacting us helps arrange the return; exercising a statutory right does not depend on our discretionary approval.

You are responsible for the direct return shipping costs for change-of-mind returns, unless applicable law requires otherwise. We cover the necessary return costs for qualifying defective goods, delivery damage and incorrect items supplied by us.

Damages and issues

Please inspect your order when you receive it and contact us promptly if an item is defective, damaged or incorrect. Photographs can help us investigate, but failing to report a problem immediately does not automatically remove your statutory rights.

Where CPA sections 55 and 56 apply, qualifying defective, unsafe or unsuitable goods may be returned within six months after delivery, at our risk and expense, for your choice of repair, replacement or refund, subject to reasonable assessment.

Original packaging and unused condition are not requirements for a qualifying defective-goods claim. Other applicable legal rights remain protected.

Exceptions and non-returnable items

Correctly supplied personalised or engraved tags are excluded from change-of-mind returns, including our additional 14-day offer.

Please check your engraving instructions before ordering. Where we accurately reproduce the details you supplied, an error in those details does not constitute an engraving error by us.

This exclusion does not apply to qualifying defects, incorrect goods or engraving that differs from the agreed instructions.

Contact us if you have questions about whether a specific item can be returned.

Exchanges

Contact us to ask about exchange options before returning your item. Exchanges depend on product availability and agreed delivery arrangements.

An exchange or store credit will not replace a refund where you are legally entitled to one.

Refunds

We will notify you after receiving and inspecting your return and explain the outcome.

For eligible returns under our additional 14-day offer, we refund the product price actually paid within 14 calendar days after receiving the returned goods. Original delivery charges are excluded from this voluntary refund unless applicable law requires otherwise.

For partial bundle returns, refunds reflect the fair portion of the actual bundle price attributable to the returned item, rather than its full standalone selling price.

Refunds are made to your original payment method unless an alternative is agreed. Your bank or payment provider may need additional processing time, but this does not extend our legal refund obligations.

We do not apply automatic restocking, administration or usage deductions to statutory cooling-off refunds or qualifying defective-goods refunds.

This policy does not limit rights under applicable consumer protection laws, including rights relating to defective goods, inaccurate descriptions, non-delivery or failure to meet agreed delivery obligations.

Contact

To request a cancellation, start a return, ask about an exchange or report damaged or incorrect items, email pawsomemzansi.co.za@gmail.com.