Refund policy
PAWCENTRAL (Pty) Ltd | Enterprise Registration No: 2026/507669/07 | Registered with the CIPC of South Africa.
Our 30-Day Return Policy
We want you and your pet to be completely happy with your purchase. If you're not satisfied, you may return most items within 30 days of receiving your order, provided they are in their original condition — unused, unworn, with all tags attached and in original packaging.
How to Start a Return
To initiate a return, please contact us
Or call 062 012 2710. Items sent back without prior authorisation will not be accepted. Once your return is approved, we will provide you with a return shipping label and instructions.
Damaged or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us immediately with photos so we can assess the issue and make it right.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g. pet food, treats)
- Custom or personalised products
- Personal care or hygiene items (e.g. grooming products once opened)
- Hazardous materials
- Sale items and gift cards
Exchanges
The fastest way to get the item you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
EU Customers — 14-Day Cooling-Off Period
If you are based in the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, provided the item is in its original condition.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed within 10 business days to your original payment method. If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at