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Refund Policy
This policy applies to products purchased from the PawStop online store.
At PawStop, we are passionate about pets and we want you to be completely happy with every purchase. If for any reason you’re not satisfied, you can return your product to us and we’ll either replace it or process a refund/credit, subject to the terms below.
Need to arrange a return?
Email us at info@pawstop.co.za
Unwanted Products
You are welcome to return an unwanted product (excluding delivery and collection charges), provided:
It is undamaged and unused, with all original labels and stickers still attached.
It is in the original packaging, undamaged and in its original condition, with all seals intact (if applicable).
It is not missing any parts or accessories.
You log a return by emailing us at info@pawstop.co.za
Hill’s Pet Food – 100% Money Back Guarantee
PawStop is proud to honour the Hill’s 100% Satisfaction Guarantee.
If you are not completely satisfied with a Hill’s product for any reason, you may return it to us free of charge, in line with Hill’s requirements.
Returns will be processed in accordance with Hill’s official 100% Money Back Guarantee policy.
Consumers are entitled to a full refund or replacement on Hill’s products at no additional cost.
To arrange a return, please contact us at info@pawstop.co.za
Defective Products
We take care to ensure our products are of excellent quality. If you receive a defective item, you can log a return with us within 14 days of delivery.
A defect is a manufacturing fault or flaw that makes the product less acceptable than one would reasonably expect.
The following are not defects and will not qualify for a return:
Normal wear and tear.
Damage due to negligence, misuse, or lack of proper care.
Damage caused by unauthorised alterations.
Products that are accurately described on our website but do not suit your needs.
Opened food/treats that have been exposed to moisture, become rancid, or otherwise changed after opening.
Please ensure products are securely packaged with all accessories when returning them. Our courier may refuse collection if the product is not packaged properly.
Once inspected, we’ll replace or refund the product (same timelines as above).
Products Damaged on Delivery
If your order arrives damaged, please notify us immediately by emailing info@pawstop.co.za
Delivery & Collection Costs
If a product is defective, damaged on delivery, or a Hill’s product under their guarantee, PawStop will cover the cost of return and replacement.
If you return an unwanted item or ordered incorrectly, delivery and collection costs will be for your account.
If a refund lowers your order below the free-delivery threshold, the original delivery cost will be deducted from your refund.
Incorrectly Placed Orders
If you accidentally place an incorrect order, PawStop cannot be held responsible. You may return the unwanted item at your expense. A credit, refund, or replacement may be arranged once the product is returned in good condition. Any replacement will incur a standard delivery fee.
Abuse of Returns
PawStop reserves the right to suspend services if there is evidence of abuse of our returns or credit process.
