Refund policy

Returns & Refunds Policy

At Wild Paws SA, we want you and your pet to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

30-Day Returns

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

Be unused and in its original condition.
Include all original packaging, tags, and accessories.
Be accompanied by proof of purchase or your order number.

How to Request a Return

To start a return, please email us at:

📧 info@wildpawssa.com

Please include:

Your order number
The reason for your return
Photos of the item if it is damaged, defective, or incorrect

Once your request has been reviewed, we'll provide instructions on how to return your item.

Please do not send items back without contacting us first, as unauthorised returns may not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or you receive the wrong product, contact us within 7 days of delivery with photos of the issue. We'll work with you to resolve the problem as quickly as possible.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Pet food and treats
Grooming and personal care products that have been opened or used
Custom or personalised products
Gift cards
Clearance or sale items (unless required by law)

Exchanges

We do not offer direct exchanges.

If you would like a different item, size, or colour, simply request a return for the original product (if eligible) and place a new order.

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method, including PayFast where applicable.

Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

Return Shipping

If the return is due to:

A damaged, defective, or incorrect item, Wild Paws SA will cover the return shipping costs.
A change of mind or incorrect purchase, the customer is responsible for the return shipping costs, unless otherwise agreed.