Refund & Returns Policy

All PawT's products - including t-shirts, hoodies, sweaters, and hats - are individually created to order based on pet photographs submitted by the customer. Because each item is personalised and custom-manufactured specifically for you, it is not possible to resell or reuse your order.

In terms of Section 17 of the Consumer Protection Act, the standard right to return goods within five (5) business days does not apply to goods that have been made to the consumer's specifications or personalised in a manner that makes it impractical to restore them to their original form. PawT's products fall within this category.

This means we are generally unable to offer refunds, exchanges, or returns on the basis of:

• Change of mind after the order has been confirmed and payment made
• Incorrect size selected by the customer (please refer to our Size Guide before ordering)
• Dissatisfaction with the artistic style, which is consistent with the style displayed in our Gallery
• Colour variation between digital screens and printed garments, which is a normal characteristic of the printing process

Notwithstanding the above, PawT's fully complies with the Consumer Protection Act. You are entitled to a remedy in the following circumstances:

PawT's delivers all orders to your selected Pudo locker. Please note the following:

• You will receive a notification (SMS or email) when your parcel is ready for collection at your chosen Pudo locker
• Parcels must be collected within the timeframe specified by Pudo (typically 5 business days). Uncollected parcels may be returned to PawT's
• If your parcel is returned to us due to non-collection, PawT's reserves the right to charge a re-delivery fee before re-dispatching
• PawT's is not liable for parcels that cannot be collected due to locker unavailability or incorrect locker selection by the customer

Please ensure you select the correct Pudo locker at checkout and that you are able to collect within the stipulated timeframe.

The quality of your custom artwork is directly influenced by the quality of the pet photo you submit. PawT's recommends submitting a clear, high-resolution photograph of your pet in good lighting.

PawT's will not be held responsible for artwork quality that is limited by a low-resolution, blurry, or unclear photo submitted by the customer. This does not constitute a defect and does not qualify for a refund or reprint.

Where a submitted photo is of insufficient quality, PawT's will contact you to request a replacement photo before proceeding. If no suitable photo is provided, we reserve the right to cancel your order and issue a full refund.

If you believe you qualify for a refund or replacement under this policy, please follow these steps:

• Contact PawT's within 7 (seven) calendar days of receiving your order
• Send your request to our email address or WhatsApp number (available on our Contact Us page)
• Include your order number, a description of the issue, and clear photographs of the defect, damage, or incorrect item

Once we have reviewed your request, we will respond within 3 (three) business days to confirm whether a replacement or refund will be issued.

Approved refunds will be processed to your original payment method via Paystack within 7 to 10 (seven to ten) business days from the date of approval. PawT's will confirm once the refund has been initiated. Please note that the timeline for funds to reflect in your account may vary depending on your bank.

Orders may only be cancelled before artwork production has commenced. To request a cancellation, please contact PawT's as soon as possible after placing your order.

• If your order has not yet entered production, a full refund will be issued
• If production has already commenced, we are unable to cancel the order and no refund will be available

We aim to begin artwork production within 24 to 48 hours of receiving your order and approved photo. If you need to cancel, please contact us immediately after placing your order.

For all refund, return, or complaint queries, please reach out to us:

PawT's Custom Pet Apparel
South Africa
Email: Pawtees2026@gmail.com
Website: www.paw-ts.com