Refund policy

Return & Refund Policy

REBEL PAWS

Last Updated: 8 July 2026

At REBEL PAWS, we are committed to supplying quality products and ensuring compliance with all 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").

By placing an order on our website, you agree to this Return & Refund Policy.

1. Returns for Online Orders (7-Day Cooling-Off Right)

In accordance with Section 44 of the Electronic Communications and Transactions Act, customers who purchase products online may cancel their order within 7 (seven) days of receiving the goods, without giving any reason and without penalty.

To qualify for a return under this section:

The item must be unused.
The item must be in its original packaging.
All included accessories and components must be returned.
The item must be in a resalable condition.

The customer is responsible for the direct cost of returning the goods unless the item was delivered damaged, defective, or incorrect.

Once the cancellation has been accepted and the returned goods have been received and inspected, REBEL PAWS will process the refund within 30 days, as required by law.

2. Defective, Faulty, Damaged, or Incorrect Products

Under Sections 55 and 56 of the Consumer Protection Act, customers may return goods within 6 (six) months of delivery if the goods are:

Defective
Damaged
Unsafe
Not fit for their intended purpose
Materially different from what was advertised or described

Where a valid defect or supplier error is confirmed, customers may choose one of the following remedies:

Repair
Replacement
Full refund

Where the issue is verified as a legitimate defect or supplier error, REBEL PAWS will cover the reasonable cost of return shipping or collection.

3. No Change-of-Mind Returns After 7 Days

After the legal 7-day cooling-off period has expired, REBEL PAWS does not accept returns for:

Change of mind
Buyer's remorse
Ordering the wrong product
Incorrect product selection
Personal preference
Finding a lower price elsewhere
Not liking the colour, style, size, or design

South African law does not require suppliers to accept these returns outside the cooling-off period unless the product is defective.

4. Non-Returnable Items

For hygiene, health, safety, and business protection reasons, the following items cannot be returned unless they are defective:

Opened pet food
Opened pet treats
Used pet toys
Used pet beds or blankets
Worn pet clothing or harnesses
Opened grooming or hygiene products
Clearance items marked as Final Sale
Promotional bundles sold at discounted prices
Gift cards

5. Return Condition Requirements

Returned goods must be in the same condition as delivered unless the return is due to a verified defect.

REBEL PAWS reserves the right to refuse returns or apply a reasonable deduction where legally permitted if goods are:

Used beyond what is reasonably necessary to inspect them
Damaged through misuse, neglect, or improper handling
Missing original packaging
Missing accessories or components
Returned incomplete

6. Refund Method

Approved refunds will be issued to the original payment method used during checkout.

Shipping fees are non-refundable except where required by law or where the return is due to supplier error.

Bank processing times may vary depending on your financial institution.

7. Return Process

To request a return, please contact our customer support team before sending any goods back.

Email: rebelpaws@outlook.com

Please include:

Your order number
Your full name
Reason for the return
Photos and/or videos where relevant

Returns sent without prior approval may be refused.

8. Fraud & Abuse Protection

To protect REBEL PAWS against abuse, false claims, and fraudulent returns, we reserve the right to:

Request photographs or video evidence
Inspect all returned goods
Reject false or misleading defect claims
Refuse returns where customer misuse or negligence is evident
Refuse returns that do not comply with this policy
Restrict or decline future orders from customers who repeatedly submit fraudulent or abusive return requests

Any fraudulent activity may be reported to the relevant authorities where appropriate.

9. Contact Us

If you have any questions regarding this Return & Refund Policy or wish to request a return, please contact us: