Our promise
We want you and your pet to love your Pawlour order. If something isn't right, we're here to make it right.
30-day returns
You can return an item within 30 days of delivery for a refund or exchange. To be eligible, the item should be in its original condition and packaging, unused and clean (for hygiene reasons we can't accept used grooming items unless they're faulty).
How to start a return
Email support@pawlour.co.za with your order number and a short note on what you'd like to do. We'll reply within one business day with the next steps.
Refunds
Once we receive and check your returned item, we'll process your refund to your original payment method. Please allow a few business days for it to reflect, depending on your bank.
Faulty or damaged items
If your order arrives damaged or faulty, contact us within 7 days of delivery with a photo and we'll arrange a replacement or full refund at no cost to you.
Return shipping
For change-of-mind returns, the cost of return shipping is the customer's responsibility. For faulty or incorrect items, we cover it.
This policy is provided as a general guide. Please review it and adjust it to match how you'd like to run returns.