Refund policy

Return, Refund & Exchange Policy

Effective Date: 13 July 2026

Welcome to Paw & Lead. We are committed to supplying high-quality pet products and excellent customer service. This Return, Refund & Exchange Policy explains your rights and our obligations when purchasing products from our online store.

This policy is governed by the laws of the Republic of South Africa, 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 or excludes any rights that consumers have under applicable law.

1. Scope

This policy applies to all purchases made through our website by consumers located within South Africa.

By placing an order, you acknowledge that you have read and accepted this policy.

2. Change of Mind Returns

If you simply change your mind after receiving your order, you may request a return within the period provided by applicable South African law for qualifying online purchases.

To qualify:

  • The product must be unused.

  • The product must be in its original condition.

  • All original packaging, labels, manuals and accessories must be included.

  • The product must not be damaged by misuse or improper handling.

  • Proof of purchase is required.

Where permitted by law:

  • The customer is responsible for the direct cost of returning the goods.

  • Original delivery charges are non-refundable unless required by law.

  • Refunds will only be processed after the returned goods have been inspected.

Products returned with signs of use, damage, missing accessories or altered packaging may be refused or may qualify only for a partial refund where legally permissible.

3. Defective, Damaged or Incorrect Products

If you receive:

  • a defective product;

  • a damaged product;

  • an incorrect product; or

  • an incomplete order,

please notify us as soon as reasonably possible after delivery.

Where applicable under South African consumer law, you may be entitled to:

  • a repair;

  • a replacement; or

  • a refund.

We reserve the right to inspect the returned product to verify the reported defect or damage before processing the claim.

Products that are damaged due to misuse, neglect, abuse, unauthorised modification, improper installation or normal wear and tear are not considered defective.

4. Non-Returnable Products

For hygiene, health and safety reasons, the following products cannot be returned unless they are defective or required by law:

  • Opened pet food

  • Opened pet treats

  • Opened supplements

  • Opened grooming products

  • Medication

  • Flea and tick treatments

  • Dewormers

  • Veterinary products

  • Products with broken hygiene seals

  • Gift cards

  • Downloadable digital products

  • Personalised or custom-made products

  • Clearance or final-sale items marked as non-returnable where permitted by law

5. Dog Collars, Leads, Harnesses and Bowls

Dog accessories may only be returned if:

  • they are unused;

  • free from pet hair, odours and stains;

  • not chewed or scratched;

  • returned with original tags and packaging.

Products showing evidence of use by an animal cannot be resold and may therefore not qualify for a refund unless defective under the CPA.

6. Return Conditions

Returned items must:

  • be securely packaged;

  • include all accessories;

  • include proof of purchase;

  • be returned in resaleable condition where applicable.

We reserve the right to refuse returns that do not meet these requirements where legally permissible.

7. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be processed using the original payment method.

Refund processing times depend on your bank or payment provider.

Shipping charges are not refundable unless:

  • we supplied the wrong item;

  • the item was defective; or

  • applicable law provides otherwise.

8. Exchanges

We may offer exchanges where stock is available.

If the requested replacement product is unavailable, we may instead provide:

  • store credit;

  • an alternative product of similar value; or

  • a refund where legally required.

9. Return Shipping

Customers are responsible for return shipping costs unless:

  • the product is defective;

  • we supplied the incorrect product;

  • the product arrived damaged due to our error; or

  • applicable law provides otherwise.

We strongly recommend using a courier service that provides tracking.

Paw & Lead is not responsible for returned parcels lost before they are received by us.

10. Inspection of Returned Goods

Every returned product is inspected before a refund, replacement or exchange is approved.

We reserve the right to:

  • verify the reported defect;

  • test the product;

  • refuse fraudulent claims;

  • request photographs or additional information before authorising a return.

11. Refusal of Returns

We may decline a return where legally permissible if:

  • the product has been used contrary to its intended purpose;

  • the product has been altered;

  • components are missing;

  • the product has been damaged after delivery;

  • the return request is fraudulent or abusive.

Nothing in this clause limits any mandatory consumer rights provided by South African law.

12. Incorrect Delivery Address

Customers are responsible for ensuring delivery details are correct before placing an order.

Orders returned because of an incorrect address or failed delivery attempts may incur additional shipping charges before being re-dispatched.

13. Order Cancellations

Orders may be cancelled before dispatch.

Once an order has been shipped, cancellation will be treated as a return under this policy and applicable South African law.

14. Fraud Prevention

For the protection of our customers and business, we reserve the right to:

  • verify identity;

  • request proof of payment;

  • refuse suspicious transactions;

  • delay refunds while investigating suspected fraud.

Any fraudulent activity may be reported to the relevant authorities.

15. Limitation of Liability

To the maximum extent permitted by law:

Paw & Lead shall not be liable for:

  • indirect damages;

  • consequential losses;

  • loss of profits;

  • loss of business;

  • delays caused by couriers;

  • delays caused by circumstances beyond our reasonable control.

Nothing in this policy excludes liability where such exclusion is prohibited by South African law.

16. Contact Us

For return requests, please contact us before sending any products back.

Email: support@pawandlead.co.za

Website: https://pawlead.co.za

Please include:

  • Order number

  • Full name

  • Contact details

  • Description of the issue

  • Photographs where applicable

We aim to respond to return requests as quickly as reasonably possible.

17. Changes to this Policy

Paw & Lead reserves the right to amend this policy from time to time.

The version published on our website at the time of purchase will apply to that transaction unless otherwise required by law.