Effective Date: 20 July 2026
At PawSafe South Africa, we take pride in creating high-quality personalised pet safety products. As many of our products are custom-made, our refund and cancellation policy differs from that of standard retail products. This policy is designed to comply with the Consumer Protection Act, 68 of 2008 (CPA) while ensuring fairness to both our customers and our business.
1. Personalised Products
Our Emergency Keychains and PawSafe QR Pet Tags are personalised according to the information provided by each customer.
Because these products are customised specifically for you, they cannot be returned, exchanged or refunded simply because you have changed your mind after production has started.
We therefore ask customers to carefully review all personalisation details, including names, phone numbers and other information, before placing an order.
2. Order Cancellations
Orders may be cancelled only before production has commenced.
Once production has started, personalised orders cannot be cancelled as the product is being manufactured specifically for the customer.
If you wish to cancel your order, please contact us as soon as possible. If production has not yet begun, we will gladly assist you.
3. Faulty, Damaged or Incorrect Products
If you receive a product that is:
- defective,
- damaged during delivery,
- incorrectly personalised due to an error made by PawSafe, or
- different from what you ordered,
please contact us within 7 days of receiving your order.
Where appropriate, PawSafe will repair, replace or refund the affected product in accordance with the Consumer Protection Act.
Photographs of the product may be requested to assist with the assessment of your claim.
4. QR Pet Profiles
Every PawSafe QR Pet Tag includes access to a secure online pet profile.
Once a QR Pet Tag has been personalised and linked to a customer account, the associated digital profile forms part of that customised product.
Customers are responsible for keeping their pet’s information accurate and up to date.
The digital pet profile itself is non-refundable once activated, except where required by applicable South African law.
5. Lifetime Digital Access
Purchase of a PawSafe QR Pet Tag includes lifetime access to the associated PawSafe digital pet profile for the lifetime of the purchased QR Tag.
This access forms part of the purchased product and is linked to the specific QR Tag issued by PawSafe.
6. Shipping Costs
Shipping charges are non-refundable unless:
- PawSafe supplied the incorrect product;
- the product is defective; or
- applicable South African law requires otherwise.
7. Refund Process
Where a refund has been approved, it will be processed using the original payment method wherever reasonably possible.
Refund processing times may vary depending on your financial institution or payment provider.
8. Consumer Rights
Nothing contained in this Refund & Cancellation Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 68 of 2008, or any other applicable South African legislation.
Where the law provides consumers with additional rights, those rights will always apply.
9. Contact Us
If you have any questions regarding this Refund & Cancellation Policy or require assistance with your order, please contact us.
PawSafe South Africa
📧 Email: admin@pawsafesa.co.za
🌐 Website: www.pawsafesa.co.za
We are committed to providing excellent customer service and will make every effort to respond to your enquiry as soon as reasonably possible.