Refund Policy.

At Pawzi, we take pride in the quality of our fresh, customised dog food. Because our products are perishable and prepared specifically for your dog, we are unable to accept returns of opened or used products. However, we are committed to making things right if something goes wrong with your order.

Our meals are made from natural ingredients and produced in small batches. As a result, slight variations in colour, texture, or appearance between batches are normal and expected. Images on our website are illustrative only and may not reflect the exact appearance of the product you receive.

These natural variations do not affect the quality, safety, or nutritional value of our food.

Due to the perishable nature of our products and strict cold-chain requirements, fresh food cannot be returned once delivered. This policy exists to protect food safety standards for all our customers.

If there is an issue with your order, please refer to Section 4 below to submit a claim.

If you receive a damaged, spoiled, or incorrect order, please contact us within 48 hours of delivery at contact@pawzi.co.za. Please include:

• Your order number
• The date of delivery
• A description of the issue
• Photographs of the damaged or incorrect product(s)

Please retain the product and do not discard it until your claim has been assessed, as we may need to inspect it as part of the review process.

We will review your claim and, where appropriate, offer a store credit, replacement, or refund for the affected items.

Pawzi uses insulated, temperature-controlled packaging to ensure your order arrives fresh and safe. In the unlikely event that your order arrives in any of the following conditions, please contact us immediately:

• Food has thawed beyond a safe temperature
• Packaging is severely damaged or compromised
• You received the wrong order or missing items

Please note that Pawzi is not responsible for:

• Failed deliveries due to an incorrect or incomplete delivery address provided by the customer
• Missed deliveries where no one was available to receive the order
• Products left outside or unrefrigerated after confirmed delivery

If your order does not arrive by the estimated delivery date, please contact us. We will investigate with our delivery partner and either re-dispatch your order or issue a full refund.

Subscription deliveries are subject to the same quality standards. If any subscription delivery arrives damaged or incorrect, the process in Section 4 above applies. Refunds for unwanted future subscription deliveries are handled through our Cancellation Policy.

For information on cancelling an order or subscription before it ships, please refer to our Cancellation Policy.

To request a refund, email us at contact@pawzi.co.za with your order details and the reason for your request. We aim to respond to all refund requests within 2 business days.

Approved refunds will be processed to your original payment method or via bank transfer. Please allow 5–10 business days for the refund to reflect in your account, depending on your bank or payment provider.

Orders placed using promotional codes or at discounted rates are considered final sale and are not eligible for refunds unless the product is defective or incorrect. Promotional offers are non-transferable and cannot be redeemed for cash.

This Refund Policy is subject to the Consumer Protection Act, No. 68 of 2008 ("CPA"). Nothing in this policy limits your rights under the CPA, including your right to receive goods that are of good quality, in good working order, and free of defects.

If you have any questions about our Refund Policy, please contact us at contact@pawzi.co.za.