Refund policy

Our 14-Day Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • Unopened and unused
  • In its original, sealed packaging
  • In the same condition that you received it
  • Accompanied by your receipt or proof of purchase

Important: For hygiene and safety reasons, we cannot accept returns on opened or used dog chews. Once the packaging seal is broken, the product cannot be returned.

To start a return, contact us at hello@pawvana.co.za

Return Address

If your return is approved, please send your item to:

PAWVANA
28 Beacon Avenue
Sandton, Gauteng, 2090
South Africa

We'll provide you with a return shipping label and detailed instructions once your return is approved. Important: Items sent back without first requesting a return will not be accepted.

For any return questions, contact us at hello@pawvana.co.za

Damaged, Defective, or Wrong Items

Please inspect your order immediately upon delivery. If your item is:

  • Damaged during shipping
  • Defective or broken
  • The wrong product or size

Contact us immediately at hello@pawvana.co.za with:

  1. Your order number
  2. Clear photos of the damaged/defective item
  3. Photos of the packaging (if damaged)

We'll review your photos and send you a replacement right away. You won't need to return the damaged item.

Non-Returnable Items

For health and safety reasons, the following cannot be returned:

  • Opened or used dog chews
  • Products with broken seals
  • Chews that have been chewed on (even partially)
  • Sale or clearance items
  • Gift cards

If you have questions about whether your specific item can be returned, please contact us before initiating a return.

Exchanges

We don't offer direct exchanges. If you need a different size or product:

  1. Return your unopened item (following the return process above)
  2. Once your return is approved and processed, you'll receive a refund
  3. Place a new order for the item you want

This ensures you get your new product as quickly as possible.

Refunds

Processing Your Refund:

  1. We'll notify you by email once we've received and inspected your return
  2. We'll let you know if your refund has been approved or declined
  3. If approved, your refund will be processed to your original payment method within 10 business days

Please note: It may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at hello@pawvana.co.za

Satisfaction Guarantee

While we cannot accept returns on opened products for hygiene reasons, we stand behind the quality of our natural coffee stick chews. If you receive a defective or damaged product, we'll make it right with a replacement or refund.

We're here to help ensure you and your dog have a great experience with PAWVANA.

Questions?

Contact us anytime at:
Email: hello@pawvana.co.za
Address: 28 Beacon Avenue, Sandton, Gauteng, 2090, South Africa

This policy applies to all orders shipped within South Africa. Last updated: May 2026