Refund policy
Returns & Refund Policy
At PawLuxe, we want you to receive your order in good condition and as described. This policy explains how returns, damaged items, defective products and refunds are handled.
Change-of-mind returns
If you would like to request a return because you have changed your mind, please contact us at support@pawluxego.com as soon as possible after receiving your order.
To be considered for a change-of-mind return, the product must be unused, in its original condition and packaging, and include all accessories supplied with it. Proof of purchase may be required.
Please do not send a product back before contacting us. We will provide return instructions and the correct return address if your return is accepted.
Where a return is not due to a defect, damage, incorrect item or another circumstance in which PawLuxe is legally responsible for the return costs, the customer may be responsible for the cost of returning the product.
Damaged, incorrect or defective products
Please inspect your order when it arrives. If your GroomPro™ or another PawLuxe product arrives damaged, defective, incomplete or incorrect, contact support@pawluxego.com as soon as possible and provide your order number and details of the problem. We may request photographs or other reasonable information to help us assess the issue.
Where goods are defective, unsafe or fail to meet the standards required by applicable South African consumer law, your statutory rights remain unaffected. Where applicable, remedies may include repair, replacement or refund in accordance with the Consumer Protection Act.
Missing accessories
If an item arrives without an accessory that should have been included, please contact us as soon as possible so that we can investigate and assist you.
Return approval
Returns must be authorised before they are sent. Products returned without prior authorisation may be difficult to identify or process. Once a return has been approved, we will provide the appropriate return instructions.
Refunds
Once an approved returned product has been received and inspected, we will notify you of the outcome. Where a refund is approved, it will be issued to your original payment method.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
Consumer rights
Nothing in this policy is intended to limit or exclude any rights or remedies that you may have under the South African Consumer Protection Act, the Electronic Communications and Transactions Act, or other applicable South African law.
Contact us
For return or refund enquiries, contact:
Email: support@pawluxego.com