Mason Paw Co – Returns & Refund Policy

At Mason Paw Co, we want you and your furry family members to be completely happy with your purchase. If something isn't quite right, we're here to help make the return process as simple and fair as possible.

1. 30-Day Change-of-Mind Returns

30-Day Easy Returns – Shop with confidence. If you change your mind, we'll help you return your unused product

To qualify for a change-of-mind return:

• The product must be unused and in its original condition.
• The product must be returned with its original packaging, where applicable.
• All accessories, components and items supplied with the product must be included.
• The product must not show signs of use, damage, washing or alteration.
• The product must be suitable for resale.

For hygiene and safety reasons, certain pet products may not qualify for a change-of-mind return once they have been used by a pet.

Mason Paw Co reserves the right to refuse a change-of-mind return where the product has been used, damaged, altered or cannot reasonably be resold.

2. Incorrect or Damaged Items

If you receive the wrong product, or your order arrives damaged or with missing parts, please contact us as soon as possible and preferably within 30 days of delivery.

Please provide:

• Your order number;
• A description of the problem; and
• Clear photographs of the product, packaging and any visible damage.

Once the issue has been assessed and the return is approved, Mason Paw Co may arrange collection or provide instructions for returning the product.

Depending on the circumstances and availability, we may:

• Replace the product;
• Provide a suitable alternative;
• Provide store credit; or
• Refund the purchase price.

3. Defective Products

We stand behind the quality of our products.

If a product is defective or fails to meet the required quality standards, you may return it within six months of delivery, subject to the Consumer Protection Act.

After receiving the product, Mason Paw Co may inspect it to determine the nature and cause of the defect.

Where applicable, we may:

• Repair the product;
• Replace the product; or
• Refund the purchase price.

The appropriate remedy will be determined in accordance with applicable South African consumer law.

4. Products Damaged Through Misuse

A product will generally not qualify as a defective product where the damage or failure resulted from:

• Incorrect use;
• Failure to follow product instructions;
• Excessive or abnormal use;
• Accidental damage;
• Improper storage;
• Modification or alteration of the product;
• Normal wear and tear; or
• Use of the product for a purpose for which it was not designed.

For pet toys and interactive products, please ensure that your pet is supervised where recommended and that the product is regularly checked for signs of wear or damage.

5. Pet Product Safety

Your pet's safety comes first.

Pet toys and accessories should be inspected regularly. If a product becomes damaged, broken or worn, discontinue use immediately.

Mason Paw Co cannot be held responsible for injury or damage resulting from the misuse of a product, failure to supervise a pet where supervision is recommended, or continued use of a product after it has become damaged.

Nothing in this section limits any consumer rights that cannot legally be excluded.

6. Non-Returnable Items

For health, hygiene and safety reasons, certain products may not be eligible for change-of-mind returns after use.

These may include:

• Used pet toys;
• Used feeding products;
• Used grooming products;
• Personalised products;
• Products specifically made or ordered to a customer's specifications; and
• Products clearly identified as non-returnable on the product page.

This does not affect your legal rights where a product is defective, unsafe, incorrectly supplied or otherwise qualifies for a remedy under applicable law.

7. Return Condition

Please return products securely packaged to prevent damage during transport.

Where applicable, the product should include:

• Original packaging;
• Product instructions;
• Accessories;
• Attachments;
• Components; and
• Any other items supplied with the original purchase.

Returns received incomplete may be delayed while we contact you regarding the missing items.

8. Return Shipping

If the return is due to a Mason Paw Co error, such as an incorrect item being sent, or the product arrived damaged or defective, Mason Paw Co will arrange an appropriate return solution in accordance with applicable law.

For approved change-of-mind returns, the customer will or may be responsible for reasonable return shipping costs.

9. Refunds

Once your returned product has been received and assessed, we will notify you whether your return has been approved.

Approved refunds will generally be processed to the original payment method used for the purchase.

The time for the funds to reflect in your account may depend on your bank or payment provider.

10. Exchanges

If you would prefer an exchange instead of a refund, please let us know when submitting your return request.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer an alternative product, store credit or refund, as applicable.

11. How to Request a Return

To request a return, please contact us with:

Order Number:
Customer Name:
Product:
Reason for Return:
Photographs: Where applicable

Please contact Mason Paw Co Customer Support through the contact details provided on our website.

We will then provide you with the next steps for your return.

Mason Paw Co
Premium products for modern pet parents.