Refund policy

Refund & Returns Policy

Last Updated: 5 August 2026

At AquaPaws, we want you and your dog to love every adventure. If something isn't right with your order, we're here to help.

This policy complies with the Consumer Protection Act 68 of 2008 (South Africa).

Returns

You may return eligible products within 7 days of receiving your order if you have changed your mind, provided that:

  • The item is unused and in its original condition.
  • All original tags, packaging and accessories are included.
  • The product has not been damaged, altered or washed.
  • Proof of purchase is provided.

For hygiene and safety reasons, products that have been used cannot be returned unless they are defective.

Defective or Faulty Products

If a product is defective, damaged or not of acceptable quality, you have the rights provided under Section 56 of the Consumer Protection Act.

You may return the product within 6 months of delivery for:

  • A repair
  • A replacement
  • A full refund

The choice of remedy will be provided in accordance with the Consumer Protection Act.

This does not apply to damage caused by:

  • Misuse
  • Abuse
  • Negligence
  • Normal wear and tear
  • Incorrect sizing
  • Accidental damage

Incorrect or Damaged Orders

If you receive:

  • the wrong product,
  • a damaged product, or
  • an item with missing parts,

please contact us within 48 hours of delivery.

Please include:

  • your order number,
  • photographs of the product,
  • photographs of the packaging.

We will resolve the issue as quickly as possible.

Change of Mind Returns

If you simply change your mind, we may accept a return provided the product is unused and resalable.

Please note:

  • Return courier costs are the customer's responsibility.
  • Original shipping charges are non-refundable.
  • Refunds will only be processed once the returned item has been inspected.

Non-Returnable Items

For hygiene reasons, we cannot accept returns on products that have been:

  • Used in water
  • Used outdoors
  • Worn by a pet
  • Washed
  • Damaged after delivery
  • Not in their original condition

unless the product is defective under the Consumer Protection Act.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Processing times may vary depending on your bank or payment provider.

Exchanges

We currently offer exchanges for:

  • incorrect sizes (provided the product has not been used),
  • defective products,
  • products received in error.

Customers are responsible for return shipping costs on size exchanges unless AquaPaws supplied the incorrect item.

Shipping Costs

If the return is due to:

Our Error

We will cover all reasonable return shipping costs.

Examples include:

  • Incorrect item sent
  • Faulty product
  • Damaged product

Customer Preference

If returning an item because:

  • you ordered the wrong size,
  • changed your mind,
  • no longer want the product,

return shipping costs are the customer's responsibility.

How to Request a Return

Please email us with:

  • Your order number
  • Full name
  • Contact details
  • Reason for the return
  • Clear photographs (if applicable)

We will provide you with the next steps.

Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 or any other applicable South African law.