Shipping and Returns

Return & Exchange Policy

Paws Online, sells premium pet products online. The use of any product bought from this website is at the purchaser's risk. The purchaser/ user indemnifies and holds Paws Online harmless against any loss, injury or damages which may be sustained as a result of using the products sold on the website

1. Non-defective products (your right to return)

Save for certain exceptional cases (including free products or gifts received during a promotion, on special, advertised on the site or any products that have passed the expiry date), you are entitled to return any purchase concluded on Paws Online  within 14 days of the product(s) being delivered. In order to obtain a purchase price refund, the product(s) being returned must be sent back to Paws Online in accordance with the return procedure.

Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s) original packaging and do not open the product.

If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging or use the product at all. Please promptly contact the Paws Online email  to notify Paws Online so that we can resolve the mistake by arranging to collect the incorrect product and deliver the correct product to you as quickly as possible.

2. Defective products

General warranty: 

If within 6 months after delivery of a product to you:

You find that the product is defective/faulty, unsuitable for the purpose generally intended (or otherwise expressly indicated by Paws Online at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) (“defective”); and – you arrange to return such product to Paws Online for inspection in accordance with the returns procedure , and the product is subsequently found to indeed be defective, you are entitled to either – (a) be fully refunded, or (b) have the product repaired or replaced at Paws Online's expense (the decision between repairing or replacing being that of Paws Online depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ On Special products will usually only be able to be repaired).

If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to Paws Online and then redelivered to you.

When is a product defective?

Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.

Supplier’s guarantee:

Certain products may come with a supplier’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.

3. Exclusions

You may not under any circumstances return the following:

Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by Paws Online

4. Return procedure to be followed​

Paws Online Returns address :

47 Boschendal Road

Van Riebeeckshof




Within 10 business days of the turned item having been cleared by Paws Online quality, the money will be refunded back in the form of payment used  for the original order (either EFT or Credit Card), unless specified that a store credit or a swop out is preferred (in the Returns form).

5. Processing of credits and refunds

Where your Paws Online account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Please note that if you’ve requested a refund as a credit it is considered a final decision and cannot be changed to another credit option later.

If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.

If you want to return an item that you paid the full amount for but is now on sale, you have the option of receiving the refund back in a full amount as credit on your profile or in the form of cash in your account.

If you redeemed a voucher against your purchase, and wish to return the item(s) from that purchase, the rand value paid for the item(s) being returned will either be refunded or credited to your account. The value of the voucher that was redeemed will not be refunded to you, or credited to your account. Rather, Paws Online will re-issue you with a replacement voucher to the same value, with the same voucher terms and conditions.

6. Fraud Prevention

Paws Online reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. Paws Online will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.

Paws Online undertakes that it has taken all reasonable precautions to secure the credit card processing that is carried out to receive payment for goods sold. Paws Online cannot be held responsible for security breaches occurring on the users electronic device (Personal Computer or other electronic device used to browse the Website), which may result due to the lack of adequate virus protection software or spyware that the User may inadvertently have installed on his/her device.