Store Policy

Introduction

Paws Online ("the site") enables buyers to shop for items including  pet food, toys, accessories, and pet health care products online. All visitors to the site will be able to see the products on offer, but only those who have registered for an account on Paws Online are able to buy.

Legally binding contract

All users and account holders, including those that buy from the site("buyers") are bound by these terms and conditions ("Ts&Cs"). By registering, or using the site at all, you recognise that you've read and accepted these terms and conditions.

With whom are you entering into a contract?

The site is owned and run by Regenerate Pty LTD registration number 2017/502595/07, a company incorporated in the Republic of South Africa (hereinafter referred to as “Paws Online”). 

Products and availability

Please note that the stock of all items on offer is limited. Paws Online will make all reasonable attempts to ensure that special offers are brought to an end when stock runs out. If it happens that Paws Online is unable to fulfill any order at the advertised price because stock is sold out,  Paws Online will inform you and you'll be entitled to a reimbursement for the rand value you have paid for such product. 

Buying products

The site allows you, the user, to place electronic orders ("order") for one or more products on offer as long as such products are available and not sold out. 

A purchasing contract ("sale") between you and Paws Online  only comes into effect once you have fully completed AND submitted the online order form for one or more products in your basket ("shopping cart") AND your payment has been authorised by Paws Online (or has been received into Paws Online  bank account). The above is dependent on the product being available. 

Products on Paws Online  cannot be reserved to be bought at a later stage, and placing an item in your basket without completing the order does not amount to a sale or an order. This means that Paws Online  may remove any item from your basket before the sale actually takes place in the event of the product going out of stock. 

 Paws Online  cannot be held responsible if an order has become unavailable by the time you try to complete a purchase at a later stage. The invoice for your purchase will be available online in the "My Account" section on the site.

Cancelling orders:

Paws Online reserves the right to refuse processing of payment for any order and/or to cancel any purchase, partially or completely, without prior notice given to you. Paws Online will be liable for reimbursing you the value paid only if you have already paid for the cancelled order. You have the right to return item(s) purchased (see Paws Online Delivery and Returns Policy for more information).

Fraud

Paws Online reserves the right, in the interest of preventing fraud, to refuse the processing of payment for any order and/or to cancel any purchase, partially or completely.

Paws Online  may request documentation to complete the necessary fraud checks and cancel any order where the necessary documentation is not provided in a timely manner.

In the event of a fraudulent purchase being placed on Paws Online , cardholders will be advised to initiate a charge back via their bank in order to be refunded. Paws Online  does not process refunds for orders suspected of fraud.

Paws Online does not provide order details relating to orders suspected of fraud.

What you pay for

The price of each product is given in the product information. In case of a sale or special offer, the discount price is shown. In the case of a sale, two prices are indicated alongside each product, as follows: 

Purchase price 
The purchase price shown is determined by multiple factors. Please note purchase prices can change during the course of several seasons over which time, the product may be sold.

Delivery fees 

Errors 
Paws Online makes every reasonable attempt to display purchase prices and delivery costs accurately. If, however, the product is offered at an erroneous price (or an incorrect delivery cost is displayed), Paws Online will not be obliged to supply products at the incorrect price/delivery fee. Paws Online  will only be liable to return payment already made by you in the case you choose to cancel the sale once you have been made aware of the correct price/delivery fee.

Paying by credit card

We accept payments made by credit and debit cards. When placing an order, the transaction details are presented to the bank for authorisation of the payment amount. If authorisation is not obtained, the order is cancelled. If authorisation is obtained, payment is usually immediate. You guarantee that you are fully authorised to use the credit card for payment of your order and that there are sufficient funds in this credit card account to cover the costs of any transactions you complete on Paws Online. 

Place of delivery 

Paws Online  delivers within business hours in the Republic of South Africa.  As a buyer, you indicate where in South Africa you require delivery, as well as contact numbers to be used in connection with delivery. Your parcel will be delivered to the address you specify in the checkout process. 

In the case of door-to-door delivery, if nobody is present at the address at the time of delivery, our courier will on the second attempt of delivery use the mobile phone number you provided  to indicate that there was an attempted delivery. The courier will try once more, and if at that time there is still no one to sign for the parcel, it will be your responsibility to contact Paws Online by sending an email to support@pawsonline.co.za to arrange delivery.

If you don't contact Paws Online  within 5 working days of the courier attempting the second delivery, the courier will return the parcel to Paws Online , and we will contact you via email to discuss potential re delivery at your own cost. If this attempt does not succeed within a reasonable amount of time, Paws Online  will simply reimburse you. 

Delivery time and delays 
Unless we inform you otherwise, before you place your order and before the final confirmation, the estimated maximum delivery time for an order in South Africa is 5 working days. Deliveries are made to street addresses, therefore no deliveries to PO Box addresses.

All Paws Online deliveries take place during business hours i.e. there are no deliveries over weekends or on public holidays. Please take this into consideration when selecting your delivery address. 

Delivery completed 

A delivery is considered complete as soon as the parcel is handed to an individual at your specified delivery address. This also applies when the package has been handed over by the courier, as indicated in the courier’s tracking system. It is your responsibility, as buyer, to ensure that you or the intended receiver of the gift (when applicable) inspect(s) the parcel on arrival and makes known any justifiable complaints within 48 hours. The receiver has the right to refuse the parcel if it appears to have been opened or if it has clearly been damaged. Such complaints and claims must be brought to the attention of Paws Online by contact us on support@pawsonline.co.za

Lost parcels 

Should your parcel be missing, you need to send an email to support@pawsonline.co.za 
If the parcel is found, it will be sent to the specified delivery address by the usual procedure, as set out in the delivery clause. 

If the parcel is declared lost, Paws Online  will notify the buyer and reimburse the buyer for the lost parcel (to the amount of the product purchase price and any relevant delivery fee).

Defective items, returns and reimbursement

If you are dissatisfied with your purchase due to a defect, incorrect product choice or other reason Paws Online will credit your account. The amount you paid will be credited to your Paws Online account. This will take 1 - 5 working days to reflect in your account. 

Complete records of each transaction between you and Paws Online are kept on the site for 12 months after a particular purchase or related transaction. During this time, you'll be able to view and print out these records. After the 12-month period the responsibility of keeping such record falls onto you.