Refund policy

Last updated: 11 February 2026

At Paws Paleis, we take pride in the quality of our products and aim to comply fully with the Consumer Protection Act (CPA) of South Africa.

This policy explains your rights and our obligations regarding cancellations, returns, refunds, and exchanges.

1. Cooling-Off Period (Online Orders)

In accordance with Section 44 of the Consumer Protection Act:

  • Customers may cancel an online order within 7 days of receiving the goods without providing a reason.

  • The product must be:

    • Unused

    • Unopened

    • In its original packaging

Refunds under this section:

  • A refund will be processed after the item has been returned and inspected

  • Customers are responsible for return shipping costs

  • A reasonable handling and processing fee may be deducted from the refund

  • Refunds are processed within 3–10 business days after inspection

2. Orders Cancelled Before Shipping

  • Orders cancelled before dispatch may qualify for a partial refund

  • A processing and administrative fee of up to 50% may be deducted

  • Refunds are processed within 3–10 business days

3. Returns After Shipping (Change of Mind)

If an order has already been shipped:

  • Returns are accepted within 7 days of delivery

  • Items must be:

    • Unopened

    • Unused

    • In original packaging

  • Customers must pay the return shipping costs

  • All returned items are inspected before approval

  • A handling and restocking fee may apply

  • Refunds are processed within 3–10 business days after inspection

4. Refund Processing Time

  • All approved refunds are processed within 3–10 business days

  • Refunds are issued to the original payment method

  • Processing times may vary depending on your payment provider

5. Contact Us

For any refund or return enquiries, please contact us at:
📧support@pawspaleis.co.za