Refund policy

Return & Refund Policy

We want you to love your purchase, but if something isn’t right, we’re here to help. This policy sets out your rights and our responsibilities under South Africa’s Consumer Protection Act (CPA).

1. Standard Return Policy

You have 10 days from the date you receive your order to request a return.

To qualify, items must be:

  • In their original condition (returned in the same condition received, with no additional damage or wear).
  • In the original packaging, with tags, labels or seals intact.
  • Accompanied by a proof of purchase (e.g., order confirmation or receipt).

2. Items That Cannot Be Returned

For health, safety or legal reasons, the following items are non-returnable and non-refundable (unless defective or not as described):

  • Perishable goods (e.g. doggy treats).
  • Custom-made or personalized items.
  • Sale and clearance items.

3. Your Rights Under the CPA

In line with the Consumer Protection Act:

  • You may return goods that are defective, unsafe or not fit for purpose within six months of purchase.
  • In the case of pre-loved goods, any specific defects that are disclosed are excluded from return claims.
  • We may first offer a repair or replacement; if that’s not possible, a refund will be issued.
  • These rights apply regardless of our standard 30-day return policy.

4. Cooling-Off Period for Online Purchases

If you buy online, you’re entitled to a 7-day cooling-off period. You may cancel your order within 7 days of receiving it for a full refund, provided the item is returned in their original condition and packaging where reasonably possible. Return shipping costs may apply.

5. Who Pays for Returns?

  • If the item is defective, damaged or we sent the wrong product: We’ll cover the cost of return shipping.
  • If you change your mind or order the wrong item: Return shipping will be your responsibility.

6. How to Start a Return

  1. Contact our support team before sending anything back
  2. Once your return is approved, we’ll share instructions and if applicable a return shipping label.
  3. Items returned without approval may not be accepted.

7. Damages & Issues

Please check your order on arrival. If it’s defective, damaged or incorrect, let us know immediately so we can make it right.

8. Exchanges

We don’t always offer direct exchanges. If you’d like a different product, simply return your item (if eligible) for a refund and place a new order. Exchanges may be done on a case-by-case basis. 

9. Refunds

  • All returned items are subject to inspection before a refund, repair, replacement or exchange is approved.
  • Refunds may not be for the full purchase amount due to customs fees, import duties, taxes, shipping charges, and other associated costs incurred during the order process.
  • Original shipping costs are non-refundable.
  • Approved refunds will be processed back to your original payment method within 10 business days.
  • Your bank or card provider may take extra time to reflect the refund.
  • If more than 15 business days have passed since approval, please contact us.

10. Questions or Support

If you have any questions, please reach out to our support team - we’re here to help.