BRAKGAT — RETURNS AND REFUND POLICY

Last updated: 17 October 2026

At BRAKGAT, our mission is to bring happiness to dogs and peace of mind to their owners. We carefully inspect our products before dispatch to ensure they meet our quality standards.

We want every customer to have a positive shopping experience. If something isn't right with your order, we're here to help.

This policy explains how returns, exchanges and refunds work when shopping with BRAKGAT in South Africa.

1. Our Return Policy

We want you to be happy with your purchase. If you experience a problem with an item, please contact us so we can assess the situation and explain the available options.

Returns may be accepted for eligible products in accordance with this policy and applicable South African consumer protection laws.

Before returning any item, please contact BRAKGAT for approval and instructions. Unauthorised returns may take longer to process.

2. Damaged, Defective or Incorrect Products

Every product is inspected before being dispatched from BRAKGAT. However, damage may occasionally occur during transportation, or an issue may only become apparent after the product has been received.

If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number.

• A description of the problem.

• Clear photographs or a video showing the issue, where possible.

Once we have reviewed your request, we will explain the next steps. Depending on the circumstances and applicable law, we may offer a replacement, repair or refund.

Where the issue is our responsibility or the product does not meet the requirements of applicable consumer law, we will handle return shipping costs in accordance with those requirements.

3. Products That Cannot Be Returned

For voluntary change-of-mind returns, some products may be excluded where legally permitted. Examples may include:

• Products that have been used, damaged or altered after delivery by the customer.

• Products that cannot reasonably be resold for hygiene or safety reasons once opened or used, where a lawful exclusion applies.

• Products made to a customer's specific requirements, where an applicable legal exclusion applies.

These exclusions do not remove your rights if a product is defective, unsafe, incorrectly supplied or otherwise covered by statutory consumer protections.

4. Refund Policy

If your return is approved for a refund, BRAKGAT will explain the refund amount and process before completing the return where appropriate.

Approved refunds will generally be issued using the original payment method, where possible. If this is not practical, we will arrange a suitable alternative with you.

Refund processing times may depend on your payment provider or bank. We will communicate any relevant processing information once your refund has been approved.

Where a refund is legally required, it will be processed in accordance with the applicable legal requirements.

Original delivery fees and return shipping costs will be handled according to the reason for the return, the applicable consumer law and the circumstances of the order.

5. Exchanges and Replacements

If you receive a defective, damaged or incorrect item, we will assess the issue and explain whether a replacement, repair, exchange or refund is appropriate under the circumstances and applicable law.

Replacement products are subject to stock availability. If a suitable replacement is unavailable, we will discuss the available alternatives with you.

We will not use a replacement or exchange process to remove any refund or other rights that you are legally entitled to exercise.

6. Online Purchase Cancellation Rights

South African law provides certain protections for consumers who purchase products online.

Depending on the circumstances, the Electronic Communications and Transactions Act 25 of 2002 may provide a consumer with a cooling-off right to cancel a qualifying electronic transaction within seven days after receiving the goods, subject to statutory exceptions and applicable conditions.

Where this cooling-off right applies, the relevant legal rules determine the refund and return arrangements, including any permitted direct costs of returning the goods.

Other cancellation, return and refund rights may apply under the Consumer Protection Act 68 of 2008, including where goods are defective or fail to meet applicable standards.

Our policy does not replace or restrict any rights provided by applicable South African law.

7. Return Shipping

Please contact BRAKGAT before sending a product back so that we can provide the correct return instructions.

Where a return is necessary because an item is defective, damaged on arrival or incorrectly supplied, return shipping costs will be handled in accordance with applicable law and the circumstances.

For voluntary change-of-mind returns accepted by BRAKGAT, the customer may be responsible for return shipping costs where legally permitted.

Please do not send products to an address that has not been confirmed by our team.

8. How to Request a Return or Refund

To start a return or refund request, please follow these steps:

1. Contact BRAKGAT using the contact details on our website.

2. Provide your order number and explain the reason for your request.

3. Include photographs or other supporting information where relevant.

4. Wait for our response and return instructions before sending the product back.

5. Once the item or relevant evidence has been assessed, we will communicate the outcome and any next steps.

We aim to respond to requests as promptly as reasonably possible.

9. Fraudulent or Abusive Claims

BRAKGAT reserves the right to investigate suspicious, inconsistent or potentially fraudulent return and refund requests.

We may request reasonable supporting information to help establish what happened with an order. However, we will assess legitimate claims fairly and will not use this section to deny rights that customers have under applicable law.

10. Contact Us

If you have questions about returns, refunds, exchanges or an order, please contact BRAKGAT through the customer-support details provided on our website.

Please include your order number so that we can assist you more efficiently.

Thank you for choosing BRAKGAT. We appreciate your support and are committed to providing quality products and a positive experience for you and your furry friend.

BRAKGAT — Happy dogs, happier homes.