Returns & Refund Policy

At Premium Paws, we want your shopping experience to be simple and reliable from checkout through to after-sales support.

If something is not right with your order, please submit a return request through your Premium Paws customer account and our team will guide you through the applicable return, exchange or support process.

Proof of purchase is required for all returns, exchanges and warranty claims.

All online return requests must be submitted through your Premium Paws customer account using the return request link below, unless you are unable to access your account or unable to submit a return through your account.

Request a Return
https://account.premiumpaws.co.za

1. Change-of-Mind Returns — Within 7 Days

If you change your mind about your purchase, you may request a return within 7 calendar days of receiving your order, subject to the conditions below.

Products must be:

• unused and unopened;
• in their original packaging;
• complete with all parts, accessories and components; and
• in a condition suitable for resale.

The customer is responsible for the cost of returning a change-of-mind item to Premium Paws.

Once the product has been received and checked, an approved refund will be processed to the original payment method.

Opened, used, assembled or otherwise handled products cannot be immediately refunded or exchanged and may require assessment.

2. Health & Hygiene Products

For health and hygiene reasons, certain products may be subject to return restrictions, as indicated on the applicable product listing.

These products may be returned for a change of mind within 7 calendar days only if they are unopened, unused and in their original sealed packaging.

Once opened, used, worn or exposed to a pet, no change-of-mind returns or exchanges will be accepted.

If a product is reported as defective, Premium Paws reserves the right to inspect and assess the item and will contact the customer with the outcome and next steps.

3. Product Issues & Warranty Claims

If you experience a problem with a product, please contact us with:

• your order number or proof of purchase;
• a clear description of the issue; and
• photographs or videos where requested.

Depending on the nature of the issue, we may first attempt to resolve it with a replacement component or other appropriate solution.

Where the complete product requires assessment, it must be returned to Premium Paws using the return instructions provided by our team.

Premium Paws reserves the right to inspect, assess, test or assemble a returned product where necessary to determine the nature and cause of the reported issue.

Once the assessment has been completed, our Returns Team will contact you with the outcome and next steps.

4. Missing or Damaged Parts

If your product has a single missing or damaged component, it may not be necessary to return the complete product.

Please contact us with your order number and photographs showing the part concerned.

Where appropriate, Premium Paws may arrange a replacement component.

If the issue cannot reasonably be resolved with a replacement component, we may require the complete product to be returned for assessment.

5. Warranty Exclusions

Warranty claims do not cover damage or problems resulting from:

• misuse or improper use;
• incorrect assembly or installation;
• accidental or impact damage;
• chewing, scratching or other pet-caused damage;
• modification or alteration;
• exceeding stated product or weight limits;
• improper cleaning, storage or care;
• water or moisture damage where the product is not designed for such exposure;
• neglect; or
• normal wear and tear.

Where necessary, Premium Paws reserves the right to assess the product to determine the nature and cause of the reported issue.

6. Incorrect Item Supplied

If you receive an item, colour, size or variant that does not match your order, please notify us as soon as possible.

We may request photographs of the item received together with your order details.

Once verified, Premium Paws will arrange the appropriate correction and return of the incorrectly supplied item.

The incorrect item must be returned complete with all relevant components, accessories and packaging.

Premium Paws will cover the applicable return transport costs where an incorrect item was supplied by us.

7. Items Damaged During Delivery

Please inspect your order as soon as possible after delivery.

Any visible damage believed to have occurred during courier delivery must be reported to Premium Paws within 24 hours of receiving the order.

Please provide:

• your order number;
• clear photographs of the damaged product;
• photographs of the packaging; and
• a photograph of the courier or shipping label.

This information is required for us to investigate the matter and lodge the applicable claim with the courier.

Once the matter has been reviewed, our Returns Team will contact you with the outcome and next steps.

Courier Collections & Deliveries

Our courier partners operate independently from Premium Paws.

While we can request a collection or delivery, we cannot guarantee:

• a specific collection or delivery time;
• the exact time a driver will arrive;
• that a collection and replacement will take place at the same time; or
• the courier's exact transit time once the parcel is within their network.

It is the customer's responsibility to ensure that someone is available at the provided address to receive or hand over the parcel.

Failed collection or delivery attempts may result in additional delays and/or courier charges.

8. Returning Products to Premium Paws

All returns must first be arranged and authorised by Premium Paws.

Please do not send any product back until you have received return instructions from our Returns Team.

Returned products must be:

• properly packaged and protected;
• complete with all relevant components and accessories; and
• returned to the location specified by us.

The customer is responsible for ensuring that the product is adequately packaged for return transportation.

If a returned product suffers additional damage because it was inadequately packaged or protected, the customer may be responsible for that damage and any associated costs.

Unauthorised returns may be refused, delayed or returned to the sender.

9. Collection Points

Premium Paws may offer designated collection points for customer orders.

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.

10. Product Assessments

Premium Paws reserves the right to inspect and assess returned products before an outcome is confirmed.

Where necessary, a product may be inspected, tested or assembled to determine the nature and cause of the reported issue.

Once the assessment has been completed, Premium Paws will contact the customer with the outcome and next steps.

11. Refunds

Approved refunds are processed to the original payment method.

Products that have been opened, used, assembled or require assessment must first complete the applicable returns process before an outcome can be confirmed.

Once a refund has been processed by Premium Paws, the time taken for the funds to reflect may depend on your bank or payment provider.

12. Exchanges

Qualifying unopened products may be exchanged within the 7-day change-of-mind period.

If the replacement product costs:

• more: you will be required to pay the difference; or
• less: the difference will be refunded to the original payment method.

Opened, used or assembled products cannot be immediately exchanged and may first require assessment.

After the 7-day change-of-mind period, a request to change a product purely because of preference will not be treated as a standard exchange.

13. Warranty Support

Where a manufacturer warranty applies, Premium Paws will facilitate the applicable process.

Please keep your proof of purchase and original packaging where possible.

Where an assessment is required, the product will be assessed and our Returns Team will contact you with the outcome and next steps.

14. Claims After 6 Months

If you experience an issue more than 6 months after receiving your product, please contact us with your order details and information about the problem.

Any applicable manufacturer warranty, extended warranty or additional support will be considered according to the product and circumstances.

Where assistance is available outside an applicable warranty, additional charges may apply.

15. Marketplace Purchases

Orders purchased through third-party marketplaces must generally be handled through the applicable marketplace's returns process.

Please initiate your return through the marketplace where the order was placed where required.

16. How to Request a Return

To request a return, exchange, refund, or report a product issue, please submit a return request through your Premium Paws customer account.

Request a return here:
https://account.premiumpaws.co.za

Please provide:

• your order number or proof of purchase;
• your name and contact details;
• the product concerned;
• the reason for the return or a description of the issue; and
• clear photographs or videos where requested.

For courier delivery damage, the issue must be reported within 24 hours of delivery and photographs of the product, packaging and shipping label must be provided.

Please do not send any product back until you have received return instructions from our team.

If you are unable to access your customer account, you may contact us by email at support@premiumpaws.co.za or WhatsApp +27 64 523 2293 for assistance.

Important

Premium Paws reserves the right to inspect and assess returned products, verify the circumstances of a return and request reasonable supporting information before an outcome is confirmed.

Returns will be handled according to the reason for the return, the condition of the product, the findings of any assessment and the applicable terms of this policy.