Refund policy

REQUIREMENTS

Please provide an image or video clearly illustrating the defective or damaged product within 7 working days of receiving it. An assessment decision will be made based on the evidence provided.

RETURN

If a decision is made for a product to be returned, it must be in its original packaging. Failure to do so will result in the query not being entertained. We will provide you with the return address based on your query.

After inspecting the returned product, we will contact you with a resolution. Please ensure that the product is properly packaged, including all accessories, instructions, and manual documentation. The product must not be damaged, scratched, or soiled to avoid the claim not being processed. Once the returned goods are assessed, a decision will be made.

COURIER FEES

Pawfecto will not be liable for courier fees for defective, unwanted, or damaged products reported after 7 working days of receipt.

REFUNDS

In case of a refund, the amount will be credited to your bank account within 7 business days of our receipt of the returned product. Once the warehouse receives your parcel, we will reimburse the item price, excluding the delivery cost.

REPLACEMENT (IF APPLICABLE)

If a defect or fault is found, or the product does not match your order, we will be happy to exchange the product, following applicable law. Products that have been misused or altered may not be eligible for returns. For hygiene purposes, the return of undergarments is strictly prohibited.

Section 16 of the Consumer Protection Act (CPA) states that defective goods can be returned within 7 working days of receiving the order.

IMPORTANT NOTES

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please send us an email at operations@pawfecto.co.za and we will provide you with the address of our closest warehouse to your location. The cost and risk of return are borne by the consumer.

WHEN RECEIVING YOUR PACKAGE

Please inspect each product carefully upon receipt. Do not accept a package that has been tampered with or is visibly damaged. If a product has a defect or fault existing at the time of delivery, or otherwise does not conform to your order, you have a statutory right to return the product. Please contact our support team at operations@pawfecto.co.za.

WHEN WE DO NOT REFUND OR REPLACE

Pawfecto cannot accept the return of products that have not gone through the above returns process. Products returned without following this process may be sent back to you at your expense if received in an unacceptable state. Please treat products and packaging with reasonable care while in your possession.

We require your Order Number, which you will find in your account, to process your query with appropriate urgency. Any item not purchased from Pawfecto but returned to us cannot be resent to you, and we will not be liable for storage, disposal, or any responsibility for such items.

COURIER COMPANY

Pawfecto is not liable for the refund or replacement cost when the status of the courier reflects as DELIVERED and SIGNED FOR, but you claim non-receipt. In this instance, the matter must be taken up directly with the relevant courier company.