Refund Policy
Return & Refund Policy
We want you to be happy with your PawBuddy order.
If something isn't right, you can request a return within 2 days of receiving your order.
Eligibility for Returns
To qualify for a return:
- The item must be unused and in its original condition.
- All original packaging and accessories must be included.
- Proof of purchase is required.
We may refuse returns if products show signs of use, damage, or missing components.
Non-Refundable Items
The following items cannot be refunded:
- Items damaged through misuse or improper handling.
- Gift cards (if applicable).
- Shipping fees.
Refund Process
Once your return is received and inspected, we'll let you know whether your refund has been approved.
Approved refunds are processed back to your original payment method within 5–10 business days.
Original shipping fees are non-refundable.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please contact us within 2 days of delivery with:
- Your order number.
- Photos of the issue.
- A short description of the problem.
Order Cancellations
Orders may be cancelled within 12 hours of being placed for a full refund.
If you request to cancel your order after 12 hours, your order may already be processed, packed, or shipped. In these cases, if we approve the cancellation, 70% of the order value will be refunded, while the remaining 30% covers payment processing, handling, and administrative costs.
Once an order has been placed after 12 hours, it can no longer be cancelled and must instead follow our Return & Refund Policy.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect due to our error. If it arrived damaged or the wrong product we will cover the shipping.
Our customer support team will respond within 1–4 business days.
Contact
For any return or refund questions, contact us at:
PawBuddy
Email: paw@pawbuddy.co.za