RETURNS & REFUNDS POLICY
🐾 VENTUREPAW™ RETURNS & REFUNDS POLICY
Last updated: 21 July 2026
At VenturePaw™, we want you and your furry best friend to be happy with your purchase. If you experience a problem with your order, please contact us and we’ll do our best to assist you.
This Returns & Refunds Policy applies to purchases made through the VenturePaw™ online store and is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
Nothing in this policy is intended to limit, exclude, or waive any right or remedy that a consumer may have under applicable South African law.
1. 🛍️ CHANGE-OF-MIND RETURNS
If you simply change your mind about your purchase, VenturePaw™ may accept a return at our discretion, provided that:
- The product is unused and has not been worn, damaged, altered, or modified.
- The product is in its original condition.
- The product is returned with all original accessories, components, and packaging supplied with the product.
- The product is returned within 14 days of delivery.
- The product is in a condition that allows it to be resold as new.
For hygiene and health reasons, we may refuse a voluntary change-of-mind return where the product has been used by or for a pet, or where the product has been opened, used, contaminated, or otherwise rendered unsuitable for resale.
Any voluntary change-of-mind return is subject to inspection by VenturePaw™.
Unless required otherwise by law, the original shipping cost and the cost of returning the product are the customer’s responsibility for a voluntary change-of-mind return.
If an approved change-of-mind return is accepted, VenturePaw™ will refund the purchase price of the returned product using the original payment method, subject to any lawful deductions or charges applicable under this policy.
Please note: A change-of-mind return is different from a return involving a defective, unsafe, or materially non-conforming product. Your statutory rights in relation to defective or poor-quality goods are not affected by this section.
2. 🐶 DEFECTIVE OR FAULTY PRODUCTS
If your VenturePaw™ Explorer Bottle is defective, unsafe, or fails to meet the quality requirements applicable under South African law, please contact us as soon as reasonably possible.
Under the CPA, goods are generally subject to an implied warranty of quality. Where goods fail to satisfy the applicable requirements within six months after delivery, the consumer may return the goods in accordance with the CPA, and the consumer may be entitled to choose an applicable remedy, including repair, replacement, or refund, subject to the circumstances and requirements of the law.
VenturePaw™ will assess the reported issue and may request reasonable information, photographs, videos, or other evidence to help us determine the nature of the problem.
Where a return is justified under applicable law, VenturePaw™ will arrange the appropriate remedy in accordance with the consumer’s rights under the CPA.
Where the product is returned because of a qualifying defect covered by the CPA, the return will be handled at the supplier’s risk and expense as required by applicable law.
3. 📦 PRODUCT DAMAGED DURING DELIVERY
If your product arrives visibly damaged, please contact us as soon as reasonably possible after receiving your order.
We recommend that you:
- Take clear photographs of the outer packaging.
- Take photographs of the damaged product.
- Keep the original packaging until your claim has been resolved.
- Contact us using the details below.
We may request photographs or videos to help us investigate the damage and determine whether the damage occurred during transportation.
Where the damage constitutes a defect or otherwise gives rise to a remedy under applicable South African law, VenturePaw™ will provide the appropriate remedy required by law.
4. ❌ INCORRECT OR INCOMPLETE ORDERS
If you receive:
- The wrong product;
- The wrong quantity;
- A product materially different from what you ordered; or
- A product missing components that were included in your purchase,
please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- Your full name;
- Photographs of the product received; and
- Photographs of the packaging and shipping label, where relevant.
We will investigate the issue and, where appropriate, arrange for the correct product to be supplied or provide another remedy available under applicable law.
5. 💧 LEAKING PRODUCTS
The VenturePaw™ Explorer Bottle is marketed as having a leak-resistant/leak-proof design when properly closed and used as intended.
If your bottle leaks because of a manufacturing defect or failure of the product, please contact us.
However, a leak or spill caused by:
- The lid not being properly closed;
- Incorrect assembly;
- Damage to the silicone seal;
- Normal wear and tear;
- Accidental damage;
- Misuse;
- Modifications; or
- Failure to follow the product’s care or usage instructions,
may not qualify as a manufacturing defect.
This does not affect any rights you may have under applicable South African consumer law.
6. 🐾 DAMAGE CAUSED BY MISUSE OR ACCIDENTAL DAMAGE
VenturePaw™ is not responsible for damage caused by circumstances outside the reasonable control of the supplier, including damage resulting from:
- Accidental drops or impacts;
- Chewing or biting by animals;
- Intentional damage;
- Improper use;
- Use contrary to product instructions;
- Unauthorised modifications or repairs;
- Excessive force;
- Normal wear and tear; or
- Failure to properly maintain or clean the product.
Where the damage is caused by the consumer’s actions or misuse and the product is otherwise compliant with applicable legal requirements, the consumer may not be entitled to a refund or replacement.
Nothing in this section limits any rights that cannot lawfully be excluded under the CPA.
7. 🧼 HYGIENE & USED PRODUCTS
For health and hygiene reasons, VenturePaw™ may refuse a voluntary change-of-mind return of a product that has been used by a pet or otherwise opened, used, contaminated, or rendered unsuitable for resale.
This restriction applies only to voluntary returns where permitted by law.
It does not remove or limit any statutory rights a consumer may have in relation to defective, unsafe, or materially non-conforming goods under applicable South African law.
8. 🔄 EXCHANGES
VenturePaw™ may offer exchanges for unused products returned under our voluntary change-of-mind policy, subject to stock availability.
If the requested replacement product is unavailable, VenturePaw™ may offer a refund or another suitable solution.
This section does not affect a consumer’s statutory rights relating to defective or non-conforming goods.
9. 🚚 RETURN SHIPPING
For voluntary change-of-mind returns accepted under this policy, the customer is responsible for the reasonable cost and risk of returning the product to VenturePaw™, unless we agree otherwise.
Where the return relates to a qualifying defective, unsafe, or materially non-conforming product and applicable law requires the supplier to bear the return cost, VenturePaw™ will do so in accordance with the law.
Customers should use a trackable delivery method when returning products.
VenturePaw™ cannot be held responsible for products lost or damaged while being returned by the customer where the customer has arranged the return themselves.
10. 💰 REFUNDS
Once we receive and inspect a returned product, we will notify you whether your return has been approved.
Where a refund is due, the refund will generally be processed using the original payment method, where reasonably possible.
The time it takes for the funds to appear in your account may depend on:
- Your payment provider;
- Your bank; and
- The payment method originally used.
VenturePaw™ cannot control delays caused by banks or third-party payment processors.
Where a refund is required by applicable law, the refund will be processed in accordance with the applicable legal requirements.
11. 🎁 SALE ITEMS & PROMOTIONAL PRODUCTS
Products purchased during promotional campaigns or sales remain subject to the same statutory consumer rights as products sold at the standard price.
A discounted price does not remove a consumer’s rights in relation to defective or non-conforming goods.
Voluntary change-of-mind returns for sale or promotional products may be subject to the same conditions stated in this policy unless otherwise indicated at the time of purchase.
12. 📦 PRODUCTS PURCHASED AS PART OF A BUNDLE
Where products are sold together as a promotional bundle, VenturePaw™ may require the full bundle to be returned where the consumer is seeking to cancel the entire transaction under a voluntary change-of-mind policy.
Where only part of a bundle is defective or otherwise gives rise to a statutory remedy, VenturePaw™ will assess the situation and provide the remedy required under applicable law.
13. 📝 HOW TO REQUEST A RETURN
To request a return, please email:
📧 venturepawprimary@gmail.com
Please include:
- Your full name;
- Order number;
- Date of purchase;
- Product purchased;
- Reason for the return;
- Photographs or videos, where relevant; and
- A description of the problem.
Do not send a product back without first contacting VenturePaw™ and receiving return instructions.
Unauthorised returns may result in delays in processing your request.
14. 🔍 PRODUCT INSPECTION
VenturePaw™ reserves the right to reasonably inspect returned products to determine:
- Whether the correct product was returned;
- Whether the product is defective;
- Whether the product has been used or damaged;
- Whether the reported issue is consistent with a manufacturing defect; and
- Whether the return qualifies under this policy or applicable law.
An inspection does not remove or limit any consumer rights provided by South African law.
15. ⚖️ YOUR STATUTORY RIGHTS
Nothing contained in this Returns & Refunds Policy is intended to exclude or restrict any rights or remedies that consumers have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.
Where a provision of this policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.
16. 📩 CONTACT US
VenturePaw™
📧 Email: venturepawprimary@gmail.com
🌍 Website: venturepaw.co.za
🇿🇦 South Africa