Refund policy

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

Returns

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return, the item must:

Be unused and in its original condition.
Be returned in its original packaging with all tags (where applicable).
Be accompanied by proof of purchase, such as your order confirmation or receipt.

To request a return, please email us at info@flawlesspaws.co.za with your order number and the reason for your return.

If your return request is approved, we will provide you with detailed return instructions and the appropriate return address. Please do not send any items back without first contacting us, as unauthorized returns cannot be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at info@flawlesspaws.co.za, including photographs of the item and packaging where possible. We will assess the issue and arrange a replacement, exchange, or refund where appropriate.

Non-Returnable Items

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

Pet food, treats, or other perishable products.
Grooming and personal care items that have been opened or used.
Custom or personalized products.
Gift cards.
Clearance or sale items (unless faulty).

Exchanges

If you would like to exchange an item, please contact us first. The quickest way to receive a replacement is to return the original item (once approved) and place a new order.

Refunds

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

If your refund is approved, it will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@flawlesspaws.co.za.

Return Shipping

If the return is due to:

A defective, damaged, or incorrect item, Flawless Paws will cover the reasonable return shipping costs.
A change of mind or ordering the wrong item, the customer is responsible for the return shipping costs.