Returns, Refunds & Exchanges Policy

Effective date: 17 August 2026
Store: TheraPaw
Website: www.therapaw.co.za
Email: therapawza@gmail.com
Phone / WhatsApp: 071 004 5673

At TheraPaw, we want you and your pets to be happy with every purchase. This policy explains when products can be returned, exchanged or refunded.

This policy applies to purchases made in-store and online. It is intended to comply with the Consumer Protection Act 68 of 2008 (CPA) and other applicable South African law. Nothing in this policy limits or removes any rights you have under the law.

1. Change-of-Mind Returns

For ordinary, non-perishable pet products, TheraPaw may accept a change-of-mind return within 14 days of purchase or delivery, provided that:

• The product is unused and in its original condition.
• The product is in its original, undamaged packaging where applicable.
• All accessories, manuals, tags and components are included.
• You can provide proof of purchase.

Approved change-of-mind returns may be exchanged or refunded at TheraPaw’s discretion, subject to the conditions above.

Return shipping costs for change-of-mind returns are the customer’s responsibility, unless otherwise required by law or agreed by TheraPaw.

Our 30-day money-back guarantee is separate from this standard change-of-mind return policy and is explained below.

2. TheraPaw 30-Day Money-Back Guarantee

If you are not satisfied with your TheraPaw product, you may request a refund within 30 days of receiving your order.

To qualify:

• You must contact TheraPaw within 30 days of delivery.
• You must provide your order number or proof of purchase.
• You must briefly explain the reason for your refund request.
• You may be required to return the product before the refund is processed.
• The product must not have been intentionally damaged or misused.

Because TheraPaw products are pet-use items, customers may be asked to clean and return the product in a reasonably hygienic condition. This requirement does not affect your legal rights regarding defective, unsafe or incorrectly supplied products.

Once your request has been approved and any required return has been received, TheraPaw will process the refund to the original payment method, unless another method is agreed or required by law.

Return shipping costs under this voluntary guarantee are the customer’s responsibility, unless otherwise agreed by TheraPaw or required by law.

This guarantee is offered in addition to, and does not limit, any rights available under the Consumer Protection Act 68 of 2008.

3. Defective or Faulty Products

If a product is defective, unsafe or does not meet the quality standards required by law, please contact TheraPaw as soon as reasonably possible.

Under section 56 of the CPA, consumers generally have an implied warranty of quality for six months after delivery. Where applicable, a consumer may return defective goods and, depending on the circumstances and the consumer’s choice, the goods may be repaired, replaced or refunded.

We may inspect the product to determine the nature of the problem.

This does not affect any additional manufacturer’s or supplier’s warranty that may apply.

4. Incorrect or Damaged Orders

If you receive:

• The wrong product.
• A product that is materially different from what you ordered.
• A product that was damaged before or during delivery.

Please contact TheraPaw as soon as possible after receiving your order.

Where the problem is TheraPaw’s responsibility, we will arrange the appropriate remedy, which may include a replacement, exchange or refund, as applicable.

Where appropriate, we may ask you to provide photographs of damaged packaging or products to help us investigate the issue.

5. Pet Food and Treats

For health, safety and hygiene reasons, opened pet food, treats and consumable products cannot ordinarily be returned because of a change of mind.

Unopened food and treats may be eligible for a change-of-mind return if they are within the applicable return period, remain sealed and are in their original condition.

This restriction does not affect your statutory rights where a product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable consumer-protection requirements.

If you believe your pet food or treat is defective or contaminated, please stop using it and contact TheraPaw immediately.

6. Medicines, Supplements and Healthcare Products

For health and safety reasons, opened medicines, supplements and certain healthcare products may not be eligible for change-of-mind returns.

Where a product is defective, incorrectly supplied or subject to a valid recall, please contact TheraPaw immediately so that we can assist you in accordance with applicable law and the relevant product requirements.

7. Flea, Tick and Parasite-Control Products

Unopened products may be eligible for return subject to our normal change-of-mind return requirements.

Opened products generally cannot be returned because of a change of mind.

If you believe the product is defective or was incorrectly supplied, contact TheraPaw before disposing of the product or packaging so that we can assess the matter.

8. Pet Hygiene Products

For hygiene and health reasons, opened products such as beds, grooming products, brushes, bowls, feeding accessories and similar items may not be eligible for a change-of-mind return where they have been used or cannot reasonably be resold in hygienic condition.

Where a product is returned under the TheraPaw 30-day money-back guarantee, we may require it to be cleaned and returned in a reasonably hygienic condition. This does not affect your legal rights in respect of defective or incorrectly supplied products.

9. Live Animals

Our policy for live animals is separate from our ordinary product-return policy.

Because the welfare and health of animals are involved, live animals cannot simply be returned as ordinary merchandise.

If there is a health, welfare, identification or other serious issue concerning an animal purchased from TheraPaw, please contact us immediately. We will assess the circumstances and work with you on an appropriate solution in accordance with applicable law and animal-welfare requirements.

Customers must not abandon or surrender an animal to our premises without first contacting TheraPaw and obtaining our agreement.

10. Products Purchased on Sale

Sale and promotional products may be returned under the same statutory consumer rights that apply to other products.

A product being sold at a discount does not remove a consumer’s rights in respect of defects or other rights provided by applicable law.

The TheraPaw 30-day money-back guarantee applies to sale products unless the specific promotion clearly states otherwise.

Where a product was clearly sold in a particular condition and the customer was informed of and expressly accepted that condition, the applicable legal position may differ.

11. How to Request a Return or Refund

To request a return, exchange or refund, please contact TheraPaw:

Email: therapawza@gmail.com
Phone / WhatsApp: 071 004 5673

Please provide:

• Your name and contact details.
• Order number or proof of purchase.
• Product name.
• Date of purchase or delivery.
• Reason for the return or refund.
• Photographs where relevant, particularly for damaged or defective products.

For online purchases, please wait for our return instructions before sending products back.

12. Refunds

Once an approved return has been received and, where appropriate, inspected, TheraPaw will process the applicable refund.

Refunds under the 30-day money-back guarantee will be processed after the request has been reviewed and any required return conditions have been met.

Refunds will normally be made using the original payment method, unless another method is agreed or required by law.

The timing of a refund may depend on the payment provider or banking institution.

We will not deduct a return or delivery charge where the law requires us to bear that cost.

13. Your Legal Rights

Nothing in this policy excludes, restricts or waives any right or remedy that cannot lawfully be excluded under South African law.

In particular, our change-of-mind exclusions and 30-day money-back guarantee conditions do not apply where a consumer has a statutory right to return goods because they are defective, unsafe, not of the required quality, incorrectly supplied or otherwise covered by applicable consumer-protection legislation.

14. Questions and Complaints

We encourage customers to contact TheraPaw first so that we can resolve any return or refund issue quickly and fairly.

TheraPaw
Website: www.therapaw.co.za
Email: therapawza@gmail.com
Phone / WhatsApp: 071 004 5673

Effective date: 17 August 2026