About Us

🐾 The Paw Hub — Store Policies, FAQ & Terms

Last updated: August 2026

Welcome to The Paw Hub. We want every order to be simple, transparent and stress-free. This page explains our shipping, returns, refunds, cancellations and general terms of sale.

By placing an order through The Paw Hub, you acknowledge that you have read and understood these policies. Nothing in these terms is intended to exclude or limit any rights that a customer has under applicable South African consumer law.

🚚 Shipping & Delivery

How long does delivery take?

Our estimated delivery period is:

8–11 business days

Business days exclude weekends and South African public holidays.

The delivery period is an estimate rather than a guaranteed delivery date. Delays can occasionally occur because of couriers, supplier delays, severe weather, high order volumes, public holidays, incorrect delivery information or circumstances outside our reasonable control.

Where we become aware of a significant delay, we will make reasonable efforts to keep you informed.

Order Processing

Orders may require processing before being handed to the courier. Delivery estimates displayed on our website should be read together with any processing information provided at checkout.

Tracking

Where tracking is available, customers will receive tracking details once their order has been dispatched.

Tracking information can sometimes take time to update after dispatch.

Incorrect Delivery Information

Customers are responsible for providing an accurate:

Full name
Delivery address
Postal code
Telephone number
Email address

Please contact us as soon as possible if you discover an error.

Once an order has been dispatched, we cannot guarantee that an address can be changed.

Additional delivery costs resulting from an incorrect or incomplete address supplied by the customer may be charged to the customer where permitted by law.

Failed Delivery

If delivery cannot be completed because no authorised person is available to receive the parcel, the courier's normal re-delivery or collection procedures may apply.

Lost or Damaged Parcels

If your parcel appears lost or arrives damaged, please contact us as soon as reasonably possible with:

Your order number
Photographs where applicable
A description of the problem

We will investigate the matter with the courier or supplier and provide the appropriate remedy where required.

↩️ Returns, Refunds & Exchanges

We want customers to shop confidently while also protecting our business from misuse of our returns system.

Change-of-Mind Returns

Where applicable law provides you with a cooling-off or cancellation right for an online purchase, The Paw Hub will honour that right.

Unless an applicable exception applies, eligible online transactions may generally be cancelled within the legally prescribed cooling-off period.

Products returned because of a change of mind must, where reasonably applicable:

Be returned in substantially the condition in which they were received
Include their original components and accessories
Not have been deliberately damaged, altered or misused
Be appropriately packaged for return

Where permitted by law, the direct cost of returning a change-of-mind purchase may be the customer's responsibility.

We reserve the right to inspect returned goods before completing a refund.

Used Products

We do not ordinarily accept a voluntary change-of-mind return simply because a customer no longer wants a product after it has been materially used, damaged, altered or handled beyond what is reasonably necessary to inspect it.

This does not remove any rights the customer may have where a product is defective, unsafe, incorrectly supplied, materially different from its description, or otherwise protected by applicable law.

Hygiene & Non-Returnable Products

Certain products may be unsuitable for return after use or opening because of their nature, hygiene considerations or other lawful exclusions.

Any such restriction will always remain subject to applicable consumer legislation.

Defective, Unsafe or Poor-Quality Goods

Your statutory consumer rights remain fully applicable.

Where goods fail to meet the quality standards required by South African consumer law, customers may be entitled to return the goods and obtain the remedy provided by law.

Customers should contact us as soon as reasonably possible after noticing a problem.

Please include photographs or video where practical, as this can help us assess the issue quickly.

We may request that the product be returned or inspected where reasonably necessary.

Wrong Product Received

If we send you the wrong item, please contact us with your order number and photographs of what was received.

Once verified, we will arrange the appropriate replacement, correction or refund.

Refund Method

Approved refunds will ordinarily be returned to the original payment method used for the purchase unless another method is required or agreed.

Banking and payment processors may require additional time to reflect the refund after we have processed it.

Refund Processing

Once a refund is approved, we will process it within the timeframe required by applicable law.

We are not responsible for additional processing delays caused solely by a customer's bank or payment provider after the refund has been released by us.

Return Fraud and Abuse

The Paw Hub reserves the right to investigate suspected:

Fraudulent return claims
Deliberate product damage
False non-delivery claims
Substitution of products
Abuse of promotions or refunds

Where reasonably supported by evidence and permitted by law, fraudulent claims may be rejected.

Nothing in this section allows us to reject a legitimate consumer claim protected by law.

❌ Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

If the order has not yet entered fulfilment or dispatch, we will try to cancel it.

Once an order has entered fulfilment or has been dispatched, cancellation may no longer be operationally possible and the applicable return procedure may instead need to be followed.

Any statutory cancellation rights remain unaffected.

🛍️ Product Information

We make reasonable efforts to ensure that product:

Photographs
Descriptions
Specifications
Colours
Measurements
Prices
Availability

are accurate.

However, screen settings, photography, manufacturing batches and other factors can result in minor variations.

Measurements described as approximate should be treated accordingly.

A minor variation that does not materially affect the product's nature or functionality will not automatically constitute a defect, subject always to applicable consumer law.

🐶 Pet Product Safety

Pet owners are responsible for selecting products appropriate for their animal's:

Size
Age
Behaviour
Strength
Health
Chewing habits

Pets should be supervised where appropriate when using toys, grooming products or accessories.

Immediately discontinue use of any pet product that becomes damaged or presents a possible choking, ingestion or injury risk.

Product descriptions on The Paw Hub are provided for general information and are not veterinary advice.

If you are uncertain whether a product is appropriate for your pet, consult a qualified veterinarian or other appropriate professional.

💰 Prices & Payments

All prices are displayed in South African Rand (ZAR) unless stated otherwise.

Payment must be successfully authorised before an order can be processed.

Prices and promotions may change from time to time.

A price change after a completed purchase does not ordinarily entitle the customer to a retrospective discount.

If an obvious pricing or technical error occurs, we reserve the right to correct it subject to applicable law and any rights already acquired by the customer.

🎁 Promotions & Discount Codes

Promotional offers may:

Be available for a limited period
Apply only to selected products
Require a minimum spend
Be restricted to one use per customer
Be subject to stock availability
Be subject to additional stated conditions

Unless specifically stated otherwise, multiple promotions may not be combined.

We reserve the right to cancel or correct a promotion affected by fraud, technical malfunction or an obvious error, subject to applicable law.

📦 Product Availability

Products are sold subject to availability.

Occasionally, stock information may change before our systems update.

If we cannot fulfil an item you purchased, we will contact you and provide an appropriate solution, which may include a refund or agreed alternative.

⚖️ Terms & Conditions

Agreement

By accessing our website or purchasing from The Paw Hub, you agree to these Terms and any other policies displayed on our website that apply to your transaction.

If any provision conflicts with a mandatory requirement of South African law, the mandatory legal requirement will apply.

Acceptable Use

You may not use our website:

For fraudulent purposes
To interfere with its operation or security
To introduce malware or harmful code
To impersonate another person
To obtain unauthorised access to systems or information
In violation of applicable law

Intellectual Property

Unless otherwise stated, The Paw Hub's original branding, store design, written content and other proprietary materials may not be reproduced or commercially exploited without permission.

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

Third-Party Services

Our store may rely on third parties including:

Shopify
Payment providers
Couriers
Suppliers
Analytics providers
Other technology providers

Those services may have their own terms and policies.

Where legally permitted, The Paw Hub is not responsible for an independent third party's acts or failures that are genuinely outside our reasonable control.

Limitation of Liability

To the fullest extent permitted by applicable law, The Paw Hub will not be responsible for indirect or consequential loss that was not reasonably foreseeable and was not caused by our unlawful conduct, gross negligence or breach of a mandatory statutory obligation.

Nothing in these Terms excludes, restricts or waives liability or consumer rights where South African law does not permit us to do so.

Indemnity

To the extent permitted by law, customers may be responsible for losses caused by their unlawful misuse of our website, fraudulent conduct or deliberate violation of these Terms.

This provision does not make a customer responsible for losses caused by The Paw Hub's own unlawful conduct.

Events Outside Our Reasonable Control

We will not be responsible for delays caused solely by events reasonably beyond our control, such as major courier disruptions, natural disasters, government restrictions, infrastructure failures or similar events.

We will nevertheless take reasonable steps to minimise disruption and fulfil our legal obligations.

Severability

If any part of these Terms is found to be invalid or unenforceable, that provision will be limited or removed only to the extent required, and the remainder of these Terms will continue to apply.

Changes to These Terms

We may update these Terms from time to time.

The version applicable to an order will ordinarily be the version in effect when that order was placed, except where a legal change requires otherwise.

🔐 Personal Information

We handle personal information for purposes such as:

Processing orders
Delivering purchases
Providing customer service
Processing payments
Preventing fraud
Managing accounts
Complying with legal obligations
Marketing where lawful and authorised

Personal information will be processed in accordance with applicable South African privacy law, including POPIA.

Customers may have rights relating to access, correction or deletion of their personal information subject to applicable law.

A separate Privacy Policy should be read together with these Terms.

❓ Frequently Asked Questions

How long will my order take to arrive?

Our normal estimated delivery period is 8–11 business days.

Do weekends count as business days?

No. Saturdays, Sundays and South African public holidays are excluded.

Can I track my order?

Where tracking is available, tracking information will be provided after dispatch.

Can I change my delivery address?

Contact us immediately. We will try to assist, but once the parcel has entered fulfilment or dispatch we cannot guarantee an address change.

Can I return something because I changed my mind?

Where South African law provides a statutory cooling-off right, we will honour it. Any voluntary return outside statutory rights will be assessed under this policy.

What if my item is defective?

Your statutory rights relating to defective goods remain protected.

What if I receive the wrong product?

When will I receive my refund?

Once approved and processed, refunds are returned through the applicable payment method. The time before it appears in your account may depend on the bank or payment provider.

Can I cancel my order?

Contact us immediately. If fulfilment has not started, we will try to cancel it. If it has already been processed or dispatched, the return process may apply instead.

Are pet toys indestructible?

No pet toy should be assumed to be indestructible unless expressly stated. Always choose products suitable for your pet and supervise use where appropriate.

📞 Contact & Business Information

For questions regarding an order, return or these Terms, contact:

The Paw Hub
Email: [ADD YOUR CUSTOMER SUPPORT EMAIL]
Telephone: [ADD YOUR BUSINESS PHONE NUMBER]
Website: [ADD YOUR STORE DOMAIN]
Physical/Business Address: [ADD REQUIRED BUSINESS ADDRESS]

If The Paw Hub operates through a registered company or other legal entity:

Legal Entity Name: [ADD LEGAL BUSINESS NAME]
Registration Number: [ADD REGISTRATION NUMBER, IF APPLICABLE]

Please include your order number when contacting us about an existing purchase.

Thank you for choosing The Paw Hub. 🐾

We want shopping for your furry family to be simple, fair and enjoyable.