Refund policy
Last Updated: 11 July 2026
At PawFlow, we're committed to providing premium products that help pets live healthier, happier lives. If you're not completely satisfied with your purchase, we're here to help.
This Returns & Refund Policy complies with the Consumer Protection Act, 68 of 2008 (South Africa).
1. Change of Mind Returns
If you change your mind after receiving your order, you may request a return within 14 days of delivery, provided that:
- The product is unused and in its original condition.
- The product is returned with all original packaging, accessories, manuals and included components.
- The product shows no signs of use, damage, modification or wear.
- The product is suitable for resale.
For hygiene reasons, products that have been used with pets or exposed to water cannot be returned for a change of mind unless they are defective.
Customers are responsible for the cost of return shipping for change-of-mind returns.
Once the returned item has been inspected and approved, your refund will be processed less any applicable shipping or handling costs where permitted by law.
2. Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, develops a manufacturing fault, or you receive the wrong product, please notify us as soon as reasonably possible after delivery.
Where required by the Consumer Protection Act, PawFlow will, at our discretion and in accordance with applicable law:
- repair the product;
- replace the product; or
- provide a refund.
We may request photographs or videos of the product to assist with assessing the issue before arranging collection or replacement.
Where the product is confirmed to be defective, PawFlow will cover the reasonable cost of return shipping.
This does not apply to damage caused by:
- misuse;
- accidental damage;
- improper cleaning or maintenance;
- unauthorised repairs or alterations;
- normal wear and tear;
- failure to follow the supplied care or operating instructions.
3. Hygiene Products
Because the PawFlow™ Smart Hydration Fountain is used to provide drinking water for pets, returned products must meet hygiene requirements.
Products that have been used with food or water, exposed to pets, or show evidence of use may not qualify for a change-of-mind return unless they are defective or unless otherwise required by South African law.
4. Return Conditions
To qualify for a return, the item must be returned:
- in its original packaging where reasonably possible;
- with all included accessories and filters;
- without intentional damage;
- securely packaged to prevent damage during transit.
Products returned in an unsaleable condition may be refused or may be subject to a partial refund where permitted by applicable law.
5. Refund Processing
Approved refunds will be issued to the original payment method used during checkout.
Refund processing times vary depending on your payment provider but generally take up to 15 business days after approval.
Original shipping charges are non-refundable unless otherwise required by law or where the return results from our error or a confirmed defective product.
6. Exchanges
We currently replace products only where they are damaged, defective or incorrectly supplied.
If you would like a different colour or product variation, please contact us before placing a new order.
7. Order Cancellations
Orders may only be cancelled before they have been processed or dispatched.
Once an order has been shipped, it will be treated as a return request under this policy.
8. Proof of Purchase
A valid order number or proof of purchase is required for all return, replacement and warranty requests.
9. How to Request a Return
To start a return, please contact our customer support team with:
- your order number;
- your full name;
- a description of the issue;
- photographs or videos where applicable.
Email us at hello@pawflow.co.za with the subject line: Return Request — Order #[your order number]
We will provide return instructions once your request has been reviewed.
Please do not return products without first contacting us, as this may delay processing.
10. Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any rights that consumers may have under the Consumer Protection Act, 68 of 2008, or any other applicable South African law.