Returns and Refund Policy

Last Updated: 25 June 2026

Thank you for shopping at Paws and Reflect Co. We take great pride in creating high-quality, made-to-order products just for you. Please read this policy carefully before making a purchase.

1. RETURNS

1.1 No Change-of-Mind Returns
All products are made-to-order and created specifically to your specifications. As such, we do not accept returns for change of mind, including but not limited to:
Not liking the color or design
Ordering the wrong size
Changed your mind about the product

1.2 Returns for Defective or Damaged Products

We accept returns only for products that are:
Defective or faulty in materials or workmanship
Damaged during shipping
Incorrect item delivered (wrong design, size, or product)

1.3 Time Limit to Report Issues

You must report any defects, damages, or incorrect deliveries within 3 (three) calendar days of receiving your order. Reports received after this period will not be eligible for return or exchange.

2. HOW TO INITIATE A RETURN

To initiate a return for a defective or damaged item, please follow these steps:

Email us support@pawsandreflectco.com within 3 days of delivery.
Include the following information in your email:
Your order number
Clear photos showing the defect, damage, or incorrect item
A brief description of the issue

We will review your request and, depending on the situation, make a final decision on eligibility.
If approved, we will provide you with return instructions, including the appropriate return address

Important: Please pack the item securely and include all original accessories and packaging.

3. RETURN SHIPPING COSTS

If the return is our fault (e.g., wrong order delivered, damaged item on arrival):

We will cover the return shipping costs.

South African customers: We will arrange and cover the return shipping.
US customers: Our US fulfillment agency will handle the return process directly with you.
If the return is due to other reasons not covered above: The customer will be responsible for return shipping costs.

4. REFUNDS

4.1 Store Credit Only
We do not carry stock and all products are made to order. Therefore, we do not offer cash refunds or reversals to your original payment method. Instead, we offer store credit for the value of the returned item(s), which can be used toward a future purchase on our website.

4.2 No Exchanges
We do not offer exchanges for different sizes or colors. As all products are made to order, we are unable to swap items. If you need a different size or color, we recommend placing a new order using your store credit.

4.3 No Restocking Fee
We do not charge a restocking fee on approved returns.

5. NON-RETURNABLE GOODS

The following items are non-returnable:
All made-to-order products (change of mind)
Items that have been worn, washed, or used
Items reported after the 3-day reporting window
Items not in their original condition or packaging

6. CUSTOM/BESPOKE PRODUCTS

All products are made to client specification and are strictly non-returnable, except in cases of manufacturing defects or shipping damage as described above.

7.  US ORDERS vs. SOUTH AFRICAN ORDERS

For returns requiring shipping, the return address will vary depending on where your order was fulfilled:
US orders: You will receive a return address within the United States.
South African orders: You will receive a return address within South Africa.
The specific return address will be communicated to you via email or WhatsApp once your return has been approved.

8. CONTACT US

If you have any questions about this Return and Refund Policy, please contact us:
Paws and Reflect Co Email: support@pawsandreflectco.com
WhatsApp: +27 73 822 4287

This policy was last updated on 25 June 2026 and applies to all purchases made on or after that date.