Terms of Service

Premium Paws is operated by Premium Paws (Pty) Ltd t/a Premium Paws.

Our online store is hosted and powered by Shopify, which provides the ecommerce platform used to offer our products online.

Premium Paws operates as an online retailer.

Where a collection option is offered, the designated collection point is for order collection only and is not a retail store or returns location.

You may use our website only for lawful purposes.

You may not:

• use the website for fraudulent, unlawful or abusive activity;
• interfere with the security or operation of the website;
• introduce viruses, malware or other harmful code;
• attempt to gain unauthorised access to our systems;
• scrape, reproduce or commercially exploit website content without permission; or
• misuse Premium Paws' intellectual property.

We may restrict or suspend access where reasonably necessary to protect our customers, systems or business.

We make reasonable efforts to ensure that product descriptions, photographs, dimensions, specifications and other information are accurate.

However:

• colours may appear differently depending on your device or screen;
• measurements may be approximate;
• product appearance may vary slightly because of manufacturing or material variations;
• packaging may change;
• photographs may include styling items not supplied with the product unless stated;
• sizing may vary between products or manufacturers; and
• products may be updated or discontinued from time to time.

Please review the full product description, dimensions, size information, weight limits and intended use before purchasing.

Where a product is intended for a particular pet size, weight, age or use, customers are responsible for selecting an appropriate product based on the information provided.

Prices may change from time to time.

The price applicable to your order will generally be the price displayed at checkout, subject to correction of genuine pricing or system errors as permitted by law.

Promotions and discounts may:

• run for limited periods;
• apply only to selected products;
• be subject to stock availability;
• have specific promotional terms; and
• not be combined with other discounts unless stated.

Where a listing contains an obvious pricing or system error, we may contact you before fulfilment and deal with the matter in accordance with applicable law.

Submitting an order does not necessarily mean the order has been finally accepted.

Orders remain subject to:

• successful payment;
• stock availability;
• verification where reasonably required;
• fraud and security checks;
• delivery or collection availability; and
• any product-specific restrictions.

If we cannot fulfil an order as placed, we may contact you regarding an amendment, alternative product, delay or refund depending on the circumstances.

We aim to maintain accurate stock information.

However, stock discrepancies may occasionally occur because of:

• simultaneous orders;
• system synchronisation;
• damaged or unavailable stock;
• stock-count adjustments; or
• other operational reasons.

Where an item becomes unavailable after an order is placed, we will contact you with the applicable options.

Orders must be paid using a payment method made available by Premium Paws.

Payments may be processed by independent third-party payment providers.

Premium Paws does not generally store complete payment card details.

An order may be held or cancelled where:

• payment fails;
• payment cannot be verified;
• a transaction appears suspicious or fraudulent; or
• additional verification is reasonably required.

Delivery timeframes communicated by Premium Paws are estimates unless expressly stated otherwise.

Delivery may be affected by circumstances including:

• courier delays;
• weather;
• traffic;
• public holidays;
• remote-area delivery conditions;
• high order volumes;
• strikes or disruptions; or
• circumstances outside our reasonable control.

Courier providers operate independently from Premium Paws.

We cannot guarantee:

• the exact time a courier will arrive;
• a particular delivery route;
• that collections and replacement deliveries will occur at the same time; or
• exact transit times once a parcel is within the courier network.

Customers are responsible for providing accurate delivery details and ensuring that someone is reasonably available to receive the parcel.

Premium Paws may offer designated collection points for selected orders.

Customers must wait until they have been notified that the order is ready for collection before travelling to the collection point.

Collection points are for order collection only.

Returns, exchanges, warranty items or products requiring assessment may not be handed in at a collection point.

All returns must be arranged directly with the Premium Paws Returns Team and sent to the return location provided by us.

Returns, exchanges, refunds, product issues and warranty claims are governed by our separate Returns & Refund Policy.

That policy includes rules relating to:

• 7-day change-of-mind returns;
• unopened and used products;
• health and hygiene products;
• incorrect items;
• damaged deliveries;
• missing or damaged components;
• warranty exclusions;
• product assessments;
• refunds and exchanges;
• marketplace purchases; and
• authorised returns.

Please follow the return instructions provided by our team before sending any product back.

Certain products may be identified on the applicable product listing as being subject to health or hygiene restrictions.

For these products, change-of-mind returns may only be accepted where the product remains:

• unopened;
• unused;
• unworn;
• not exposed to a pet; and
• in its original sealed packaging.

Once such a product has been opened, used, worn or exposed to a pet, change-of-mind returns or exchanges will not be accepted.

This does not prevent a customer from reporting an alleged product defect, which may be assessed under our Returns & Refund Policy and applicable law.

Customers are responsible for:

• selecting products appropriate for their pet;
• following any instructions or warnings supplied;
• observing stated size and weight limits;
• supervising pets where reasonably necessary; and
• using products for their intended purpose.

Damage caused by:

• chewing;
• scratching;
• biting;
• excessive force;
• misuse;
• inappropriate sizing;
• improper use; or
• ordinary pet behaviour

may not constitute a manufacturing defect.

Nothing in this section excludes rights relating to genuinely defective or unsafe goods under applicable law.

Some products may require assembly or installation.

Customers are responsible for:

• following the supplied instructions;
• using appropriate tools;
• assembling components correctly;
• observing stated weight or usage limits; and
• using the product only as intended.

Damage resulting from incorrect assembly, modification, misuse or improper installation may not constitute a manufacturing defect.

If you receive:

• an incorrect item;
• an item damaged during courier delivery;
• a product with missing components; or
• a product you believe is defective,

please contact Premium Paws promptly.

We may reasonably request:

• proof of purchase;
• photographs;
• videos;
• packaging photographs;
• courier labels; or
• other information necessary to investigate the matter.

Where appropriate, a product may need to be inspected, tested or assembled before an outcome is confirmed.

Where our website allows customers to submit reviews, photographs, comments or other content, you remain responsible for what you submit.

You may not submit content that is:

• unlawful;
• knowingly false or misleading;
• abusive or threatening;
• defamatory;
• infringing of another person's rights;
• malicious; or
• otherwise prohibited by law.

We may moderate or remove content where reasonably necessary.

By submitting content for publication, you grant Premium Paws reasonable permission to display and use that content in connection with our website and business.

Unless otherwise stated, the content of our website, including:

• logos;
• brand names;
• photographs;
• graphics;
• written content;
• product descriptions;
• designs; and
• website material

belongs to Premium Paws or is used under licence.

It may not be reproduced, distributed or commercially exploited without permission except where permitted by law.

Our website may use or link to third-party services, including:

• Shopify;
• payment providers;
• couriers;
• review platforms;
• social media services;
• marketing platforms; and
• other external services.

These independent providers operate under their own terms and privacy practices.

Premium Paws is not responsible for the content or operation of independent third-party websites except where applicable law provides otherwise.

Where Premium Paws products are purchased through a third-party marketplace, that marketplace's ordering, payment, delivery and returns procedures may apply.

Where required, returns or refunds must be initiated through the marketplace where the transaction took place.

We may take reasonable steps to prevent:

• fraud;
• theft;
• payment abuse;
• misuse of promotional offers;
• unauthorised transactions; or
• abuse of our returns process.

This may include:

• verifying order information;
• requesting additional information;
• placing transactions on hold;
• limiting quantities;
• cancelling suspicious transactions where legally permissible; or
• referring suspected unlawful conduct to the relevant authorities.

We aim to keep our website operational but cannot guarantee uninterrupted access.

The website may occasionally be unavailable because of:

• maintenance;
• technical faults;
• system updates;
• third-party outages; or
• circumstances outside our reasonable control.

We may modify website features from time to time.

Premium Paws will not seek to exclude liability that cannot lawfully be excluded.

To the extent permitted by law, Premium Paws is not responsible for indirect or consequential losses arising solely from:

• misuse of products;
• failure to follow product instructions;
• circumstances outside our reasonable control; or
• the acts or omissions of independent third parties outside our control.

Nothing in these Terms excludes or limits consumer rights or remedies available under applicable South African law.

Personal information is processed in accordance with our Privacy Policy and applicable South African privacy law, including POPIA.

Our Privacy Policy explains:

• what information we collect;
• how we use it;
• who we may share it with;
• cookies and online tracking;
• data security and retention; and
• your privacy rights.

We may update these Terms from time to time to reflect:

• changes to our operations;
• new products or services;
• changes to our website;
• new systems or providers; or
• changes in applicable law.

The latest version will be published on our website and the effective date updated.

Changes will not retrospectively remove rights already accrued under applicable law.

These Terms are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with in accordance with applicable South African law and any consumer dispute-resolution rights available to you.

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as severable to the extent necessary.

The remainder of the Terms will continue to apply.