Refund policy

At Brat Paws, we want you to be happy with your purchase. This Returns & Refunds Policy complies with applicable South African consumer protection laws, including the Consumer Protection Act, 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act, 25 of 2002 ("ECTA").

1. Cooling-Off Period for Online Purchases

In accordance with the ECTA, customers may cancel an online purchase within 7 days of receiving the goods without providing a reason. The customer will be responsible for the direct cost of returning the goods. A refund will be processed once the returned goods have been received and inspected.

To qualify for a cooling-off return:

  • The item must be unused and in a resalable condition.
  • All original packaging, inserts, labels, and accessories must be included.
  • The product must not be damaged, altered, or excessively handled.

Brat Paws reserves the right to deduct a reasonable amount where goods are returned in a condition that prevents them from being resold as new.

2. Defective or Faulty Products

If a product is defective, unsafe, or fails to function as reasonably expected under normal use, you may return it within 6 months of delivery in accordance with the CPA. You may choose a repair, replacement, or refund.

The following are not considered defects:

  • Damage caused by misuse, abuse, negligence, or improper storage.
  • Normal wear and tear.
  • Damage caused by failure to follow product instructions.
  • Accidental damage after delivery.
  • Cosmetic damage that does not affect functionality.

Brat Paws may inspect returned goods before approving a refund, replacement, or repair request.

3. Incorrect or Damaged Deliveries

If you receive the wrong product or a product damaged during delivery, please notify us within 48 hours of receiving your order.

Where applicable, Brat Paws will arrange collection and replacement at no additional cost to the customer.

4. Non-Returnable Items

For hygiene and safety reasons, the following items may not be returned unless defective:

  • Opened pet grooming products
  • Used pet accessories
  • Products showing signs of use
  • Customised or personalised products
  • Clearance or final-sale items where permitted by law

This does not affect your statutory rights regarding defective goods.

5. Refund Processing

Approved refunds will be processed using the original payment method whenever possible.

Please allow up to 10 business days after approval for funds to reflect, depending on your payment provider.

Shipping and delivery fees are non-refundable unless the return is due to:

  • A defective product;
  • An incorrect product supplied by Brat Paws; or
  • A product damaged before delivery to the customer.

6. Return Procedure

To request a return, please contact:

Email: support@bratpaws.co.za

Please include:

  • Order number
  • Full name
  • Reason for return
  • Photos of the product (if damaged or defective)

Returns sent without prior authorization may be refused.

7. Abuse of Returns

Brat Paws reserves the right to refuse returns, refunds, or exchanges where:

  • Fraud is suspected;
  • Returned products have been used beyond what is reasonably necessary to inspect them;
  • Products are returned incomplete or intentionally damaged;
  • The request falls outside the customer's rights under applicable law.

8. Your Statutory Rights

Nothing in this policy limits or excludes any rights granted to consumers under South African law. Where this policy conflicts with applicable legislation, the relevant legislation will apply.