Refund policy
Returns & Refunds Policy
Effective date: 01/08/2026
We want you and your pets to be happy with your purchase. This policy explains our returns, exchanges and refunds and applies to purchases made through The Wag House online store.
This policy does not limit any rights you have under South African law, including the Consumer Protection Act 68 of 2008 (CPA) and Electronic Communications and Transactions Act 25 of 2002 (ECTA). Where the law provides a consumer with a greater right, the law will apply.
1. Change-of-mind returns
Where permitted by law, we accept change-of-mind returns provided that:
- The item is unused, undamaged and in its original condition.
- Original packaging, labels and accessories are included.
- Proof of purchase is provided.
- The item is suitable for resale.
Return delivery costs for change-of-mind returns are the customer's responsibility unless otherwise required by law.
Personalised, customised or specially made items may not qualify for change-of-mind returns, subject to applicable law.
2. Online purchases
No online purchases may be cancelled within three days of receiving the goods, in accordance with the Electronic Communications and Transactions Act (ECTA).
Where this statutory cooling-off right applies, The Wag House will process the cancellation and refund as required by law. Certain transactions and products may be excluded from this right.
3. Defective, damaged or incorrect items
If your item arrives damaged, is defective, is unsafe, or is materially different from what you ordered, please contact us as soon as possible.
Qualifying defective goods may generally be returned within 5 days of delivery, subject to the Act. Depending on the circumstances, you may be entitled to a repair, replacement or refund.
We may request photographs, proof of purchase and/or the item for inspection.
Damage resulting from misuse, negligence, improper handling, normal wear and tear, unauthorised modifications or failure to follow care instructions will generally not be considered a defect.
4. How to request a return
Contact us at:
Email: thewaghouse1@gmail.com
Please provide your order number, the item you wish to return and the reason for the return.
Please do not send an item back without first receiving return instructions from us, unless otherwise required by law.
5. Refunds
Approved refunds will generally be made to the original payment method. Processing times may depend on the relevant payment provider or bank.
Where a refund is required by South African law, we will process it in accordance with the applicable legal requirements.
6. Fraudulent or abusive returns
The Wag House reserves the right to investigate suspected fraudulent or abusive return claims, including claims involving substituted items, deliberately damaged goods or false information, to the extent permitted by law.
7. Statutory rights
Nothing in this policy excludes or limits any consumer right or liability that cannot legally be excluded under South African law.
The Wag House reserves all rights available to it under applicable law.
The Wag House
Legal entity: The Wag House
Address: Pretoria, Centurion
Email: thewaghouse1@gmail.com
Website: www.thewaghouse.co.za