RETURN AND REFUND POLICY

Last updated: 13 October 2026

At BrainyPaws, we want you and your dog to be happy with your purchase. If something goes wrong with your order, we want to make the return and refund process as clear and straightforward as possible.

This policy applies to purchases made through the BrainyPaws online store and is intended to be read in accordance 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), where applicable.

Nothing in this policy limits any consumer right that cannot lawfully be excluded.

1. Contact Us Before Returning an Item

To request a return, refund, replacement or assistance with an order, please contact us first.

Email: hello@brainypaws.co.za

Please include the following information in your email:

• Your full name.
• Your order number.
• The product you purchased.
• A description of the problem or reason for the return.
• Photographs or videos, if relevant and reasonably available, particularly if the product arrived damaged or appears defective.

We will review your request and explain the next steps, including how and where the product should be returned if a return is necessary.

Please do not send a product to an address without first receiving the relevant return instructions.

2. Damaged, Defective or Incorrect Products

We want every customer to receive the product they ordered in the condition reasonably expected.

If your order arrives damaged, you receive the wrong product, or a product appears to be defective, please contact us at hello@brainypaws.co.za as soon as reasonably possible.

Please provide your order number and photographs or videos of the issue where possible. This will help us understand the problem and determine the appropriate next steps.

Where a product does not comply with the requirements of applicable consumer protection law, you will have the rights and remedies provided by that law.

Under section 56 of the CPA, qualifying goods that fail to meet the applicable quality requirements may generally be returned within six months after delivery, at the supplier's risk and expense. Depending on the circumstances and the applicable law, the consumer may choose a repair, replacement or refund.

We will assess the issue fairly and handle the request in accordance with your applicable legal rights. We will not use this policy to remove rights provided by law.

3. Incorrect Items or Orders

If you receive an item different from the one you ordered, please contact us at hello@brainypaws.co.za.

Include your order number and, if possible, a photograph showing the item received.

We will review the issue and arrange an appropriate resolution in accordance with applicable law. Depending on the circumstances, this may include providing the correct product or issuing a refund.

Where the incorrect delivery is our responsibility, we will not require you to bear return costs that we are legally responsible for paying.

4. Change-of-Mind Returns

If you change your mind after placing an order, your options depend on the circumstances and the consumer protection laws that apply to your purchase.

Certain online transactions may qualify for a statutory cooling-off right. Where such a right applies, you may cancel within the legally prescribed period and receive the remedy required by law.

Where a statutory cooling-off right does not apply, a change-of-mind return or exchange is not automatically guaranteed. Please contact us before returning the item so that we can review your request and explain the available options.

Any return conditions or costs will be applied consistently with applicable law. Nothing in this section overrides a statutory right to cancel or return an order.

5. Product Condition and Packaging

When returning a product, please take reasonable care to package it securely and include any accessories or components that came with it.

Where relevant, please retain the original packaging until you have determined that you are satisfied with your purchase.

We may request reasonable information to assess a return, such as photographs, the order number or a description of the issue.

However, product condition, packaging or inspection requirements will not be used to unfairly deny a remedy to which you are legally entitled. Any assessment will take account of the type of return requested and the applicable law.

6. Refunds

Once we have reviewed and, where appropriate, received or inspected the returned product, we will communicate the outcome of your request.

If a refund is approved or required by law, we will process it in accordance with the applicable legal requirements.

Where possible and appropriate, refunds will be made through the original payment method used for the order. If that is not possible, we will contact you to arrange a suitable lawful alternative.

The time it takes for the funds to appear in your account may depend on the payment provider and your bank. We will not promise a specific processing time unless it has been confirmed for the relevant payment method and circumstances.

Where the law prescribes a refund deadline, we will comply with that deadline.

7. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the applicable law.

• Defective or qualifying non-compliant products: Returns will be handled at our risk and expense where required by law.
• Incorrect items supplied by BrainyPaws: We will cover return costs where we are legally responsible for them.
• Eligible change-of-mind cancellations: You may be responsible for the direct cost of returning the goods where the applicable law permits this.

We will explain the return arrangements and any applicable costs before you send an item back.

8. Exchanges

If you would prefer a replacement or exchange, please contact us at hello@brainypaws.co.za.

Exchanges depend on product availability and the circumstances of your request. If the requested item is unavailable, we will discuss the available options with you.

Where a consumer is legally entitled to choose a particular remedy, we will respect that right.

9. Orders That Have Not Yet Been Delivered

If you wish to cancel an order before it has been delivered, please contact us as soon as possible and include your order number.

If the order has not yet been dispatched, we will review whether it can be stopped. If it has already been dispatched, we will explain the available options.

Your cancellation rights and any applicable costs will depend on the circumstances and the law. This section does not remove any statutory right to cancel an order.

10. Items Returned Without Prior Contact

Please contact us before sending a return so that we can provide the correct instructions and help avoid delays.

An item sent without prior contact may take longer to identify and process. However, failure to contact us in advance will not, by itself, remove a consumer right that is protected by law.

11. Consumer Rights

BrainyPaws operates with the intention of complying with applicable South African consumer protection legislation.

Nothing in this policy excludes, restricts or waives a consumer's statutory rights where doing so would be unlawful.

If you have a question about a return or refund, please contact us and we will do our best to assist.

12. Contact Information

For all return, exchange and refund enquiries, contact:

BrainyPaws
Email: hello@brainypaws.co.za

Please include your order number in your email so that we can identify your purchase and assist you more efficiently.

We appreciate your support and thank you for shopping with BrainyPaws.