Terms of service

Last updated: September 2026

Welcome to PawLuxe. These Terms of Service (“Terms”) govern your use of our online store and any purchases made through PawLuxe.

Throughout these Terms, “PawLuxe”, “we”, “us” and “our” refer to the operator of the PawLuxe online store. “You” and “your” refer to visitors and customers using our website.

By accessing our website or placing an order, you agree to these Terms, together with our Privacy Policy, Shipping Policy and Return & Refund Policy.

1. Online store

PawLuxe operates an online retail store serving customers in South Africa.

You may not use our website or products for any unlawful purpose or attempt to interfere with the security, operation or functionality of the website.

2. Product information

We aim to present product descriptions, specifications, photographs, pricing and other information as accurately as reasonably possible.

Product colours and appearance may vary slightly depending on lighting, photography, manufacturing variations and the device or screen used to view our website.

Product packaging or minor product details may also change from time to time without materially changing the intended function of the product.

Nothing in this section limits any rights you may have where goods supplied are materially different from what was advertised or otherwise fail to comply with applicable South African consumer law.

3. Prices

All prices displayed on our South African store are shown in South African Rand (ZAR), unless otherwise stated.

Applicable delivery charges will be displayed or communicated as part of the checkout process where relevant.

We reserve the right to correct genuine pricing or listing errors. If an error affects an order you have already placed, we will contact you before proceeding where reasonably necessary.

We will not substitute a different product or charge you an additional amount without your agreement.

4. Orders

Placing an order through our website constitutes an offer to purchase the selected products.

After an order has been placed, you may receive an electronic order confirmation.

Orders remain subject to payment confirmation, product availability and our ability to fulfil the order.

We may refuse or cancel an order where reasonably necessary, including where payment cannot be confirmed, fraud is suspected, incorrect information has been supplied, or a product is unexpectedly unavailable.

If we cannot fulfil a paid order, we will contact you and provide an appropriate remedy, which may include a refund where required.

5. Product availability

PawLuxe works with third-party suppliers and fulfilment partners. Product availability may therefore change without notice.

We make reasonable efforts to keep availability information current, but an item may occasionally become unavailable after an order has been placed.

If this happens, we will contact you as soon as reasonably possible and provide available options in accordance with applicable law.

6. Payment

Payment must be successfully completed using one of the payment methods available at checkout before an order can be processed for fulfilment.

Payment transactions may be processed by third-party payment providers. Their systems and services may be subject to additional terms and privacy practices.

PawLuxe does not require access to your complete card details in order to process ordinary online card transactions through supported payment providers.

7. Delivery

PawLuxe currently delivers within South Africa.

Delivery times are estimates and may vary depending on your location, order timing, supplier processing, courier operations, public holidays and other circumstances.

Our current delivery information, including available delivery methods and applicable charges, is provided in our Shipping Policy and during checkout where applicable.

Customers are responsible for providing complete and accurate delivery information.

If incorrect or incomplete delivery information causes a parcel to be returned, delayed or require redelivery, additional reasonable delivery costs may apply where permitted by law.

8. Returns, defects and refunds

Returns, damaged products, defective products and refunds are handled in accordance with our Return & Refund Policy and applicable South African law.

Nothing in these Terms is intended to exclude or limit statutory rights or remedies that cannot lawfully be excluded.

9. Intellectual property

Unless otherwise stated, the PawLuxe name, branding, website design, written content, graphics and other original materials appearing on our store are owned by or licensed for use by PawLuxe.

You may use the website for your personal shopping and informational purposes.

You may not reproduce, commercially exploit, republish or distribute PawLuxe-owned content without permission, except where permitted by law.

Third-party names, trademarks and materials remain the property of their respective owners.

10. Third-party services

Our store may rely on third-party services including Shopify, payment providers, suppliers, fulfilment partners and courier companies.

We are not responsible for independent third-party websites that you choose to visit through external links.

Nothing in this section excludes responsibility that PawLuxe may have to you under applicable law for the products or services we supply.

11. Website availability

We aim to keep the PawLuxe website available and functioning properly, but we cannot guarantee uninterrupted or error-free access at all times.

Maintenance, technical problems or third-party service interruptions may occasionally affect availability.

12. Prohibited use

You may not use our website to engage in unlawful, fraudulent or abusive activity; introduce malicious software; attempt unauthorised access to our systems; interfere with other users; or infringe the rights of PawLuxe or third parties.

13. Limitation of liability

To the fullest extent permitted by applicable law, PawLuxe will not be responsible for losses that are not reasonably foreseeable or that arise from misuse of our website or products.

This provision does not exclude or limit any liability, right or remedy that cannot legally be excluded or limited under South African law, including applicable consumer protection rights.

14. Privacy

Personal information collected through our store is handled in accordance with our Privacy Policy and applicable South African data protection requirements.

15. Changes to these Terms

We may update these Terms from time to time to reflect changes to our business, services or legal obligations.

The version applying to a purchase will generally be the version made available when the relevant transaction was entered into, subject to applicable law.

16. Governing law

These Terms are governed by the laws of the Republic of South Africa.

Nothing in these Terms prevents a consumer from exercising any rights or remedies available under applicable South African consumer protection legislation.

17. Contact

Questions about these Terms may be sent to:

PawLuxe
Email: support@pawluxego.com