Refund policy

Refund & Returns Policy

PawPureSA

Effective Date: 11 April 2026

At PawPureSA, we want you and your pets to be completely satisfied with your purchase. If you are not fully happy with your order, we’re here to help.

1. Returns Eligibility

You may return eligible products within 7–14 days of receiving your order, provided that:

  • The item is unused, unopened, and in its original packaging
  • The product is in resellable condition
  • Proof of purchase or order number is provided

For hygiene and safety reasons, certain items cannot be returned once opened or used.

2. Non-Refundable Items

The following items are not eligible for refunds or returns unless faulty or incorrect:

  • Opened pet food or treats
  • Used grooming products
  • Personalized or custom-made items
  • Clearance or sale items
  • Gift cards or vouchers

3. Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the item and packaging
  • A description of the issue

We will arrange a replacement, store credit, or full refund where applicable.

4. Refund Process

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

Approved refunds will be processed within 5–10 business days to your original payment method.

Please note:

  • Shipping fees are non-refundable unless the return is due to our error
  • Bank processing times may vary

5. Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied. If you would like an exchange, please contact us before returning the item.

6. Return Shipping

Customers are responsible for return shipping costs unless:

  • The wrong item was sent
  • The item arrived damaged or defective

We recommend using a trackable courier service for returns.

7. Order Cancellations

Orders may only be cancelled before they are processed or shipped. Once dispatched, the standard return process will apply.

8. Contact Us

For returns, refunds, or assistance, contact us at:

PawPureSA
Email: pawpuresa@gmail.com

We appreciate your support and thank you for shopping with PawPureSA.