Terms of service

Last updated: 12 August 2026

Welcome to Coco’s Empawrium.

These Terms of Service (“Terms”) govern your access to and use of the Coco’s Empawrium website, online store, content, products and related services (collectively, the “Services”).

By accessing our website, browsing our store, creating an account, placing an order or purchasing a product from us, you acknowledge that you have read and understood these Terms and agree to be bound by them, together with our Privacy Policy and Returns & Refunds Policy, which form part of these Terms.

If you do not agree with these Terms, please do not use our Services or place an order through our website.

These Terms are intended to protect the legitimate interests of Coco’s Empawrium while complying with applicable South African law. Nothing in these Terms is intended to exclude, restrict or waive any consumer right, warranty, guarantee, remedy or liability that cannot lawfully be excluded, restricted or waived.

1. ABOUT COCO’S EMPAWRIUM

Coco’s Empawrium (Pty) Ltd is a South African pet brand and online retailer offering thoughtfully designed products for dogs and cats.

References to “Coco’s Empawrium”, “we”, “us” and “our” mean Coco’s Empawrium (Pty) Ltd.

References to “you”, “your” and “customer” mean any person accessing our Services or purchasing products from us.

Our online store is hosted and powered by Shopify. Shopify provides the technology and infrastructure that enables us to operate our online store, but purchases made through our store are transactions between you and Coco’s Empawrium.

2. ACCEPTANCE AND ELIGIBILITY

By using our Services, you confirm that:

you are legally capable of entering into a binding agreement;
the information you provide to us is accurate, complete and current;
you will use our Services only for lawful purposes; and
you will comply with these Terms and applicable laws.

Where a person is under the applicable age of majority, purchases must be made with the involvement and consent of a parent or legal guardian where required by law.

We reserve the right to refuse service or restrict access where reasonably necessary to protect our business, customers, website or payment systems, including in cases of suspected fraud, abuse, unlawful conduct or material breach of these Terms.

3. CUSTOMER ACCOUNTS

Certain features of our Services may require you to create an account.

You are responsible for:

providing accurate account information;
keeping your login credentials confidential;
maintaining the security of your account;
updating your information when it changes; and
activity carried out through your account, except where you can demonstrate that the activity was unauthorised and was not reasonably attributable to you.

You must not sell, transfer, share or otherwise allow another person to use your account in a way that compromises its security.

We may suspend or terminate an account where we reasonably suspect fraud, misuse, unauthorised access or a material breach of these Terms, subject to applicable law.

4. OUR PRODUCTS

We make reasonable efforts to ensure that product descriptions, specifications, photographs, dimensions, colours and other information displayed on our website are accurate and current.

However:

colours may appear differently depending on your screen or device;
natural products may vary in colour, grain, texture, shape, size and appearance;
packaging may change from time to time;
minor product or packaging changes may occur; and
photographs may contain styling or contextual elements that are not included with the product unless expressly stated.

Because our products are made using natural materials, no two individual pieces will necessarily be identical.

Minor variations that do not materially affect the nature, quality or intended use of a product are characteristics of natural materials and do not, by themselves, indicate a defect.

Nothing in this section limits any statutory consumer right relating to a product that is materially different from its description, defective, unsafe or otherwise fails to comply with applicable law.

5. NATURAL MATERIALS, WEAR & PRODUCT LIFESPAN

Our products are made from natural materials and are designed for different types of interaction.

The expected lifespan of a product will vary according to factors including:

the product and materials used;
its intended purpose;
the size of the pet;
the pet's individual behaviour;
chewing or play style; and
the intensity and frequency of interaction.

Some products are intentionally designed to fray, shred, loosen or wear through interaction.

Natural wear, fibre loosening, fraying, shedding and other changes consistent with the intended use of a product do not, by themselves, indicate that a product is defective.

Some products may wear considerably faster when used by a particularly strong, persistent or enthusiastic chewer.

No particular product lifespan is guaranteed.

Product-specific descriptions, instructions and safety information should always be followed.

Products must be inspected regularly and removed and replaced when they become excessively worn, damaged or no longer suitable for supervised use.

Nothing in this section limits any statutory consumer right that cannot lawfully be excluded.

6. PET PRODUCTS — CUSTOMER RESPONSIBILITY

Our products are intended for use with dogs and/or cats, depending on the individual product.

You are responsible for determining whether a particular product is appropriate for your individual pet.

Before purchasing or using a product, you should consider your pet's:

species;
size;
age;
breed;
chewing or play style;
temperament;
behaviour; and
individual needs.

Where sizing information is provided, you are responsible for selecting an appropriate size for your pet.

Where a product is intended for chewing or interactive play, your pet must be appropriately supervised.

You must:

follow all product instructions and warnings;
inspect products before and during use;
remove products that become damaged or excessively worn;
replace products when they become unsafe or unsuitable for continued use;
prevent your pet from swallowing inappropriate pieces; and
seek appropriate veterinary advice where you have concerns about your pet's health or the suitability of a product.

Important

No pet product is indestructible.

Chewing, biting, pulling, scratching, tearing and other forms of interaction may cause natural wear and deterioration.

Normal wear and tear, expected material changes and damage resulting from misuse or inappropriate use do not automatically constitute a product defect.

Where permitted by law, Coco’s Empawrium is not responsible for damage arising solely from misuse, inappropriate product selection, failure to supervise, failure to follow product instructions, unauthorised modification or ordinary wear and tear.

This does not limit any liability, warranty or remedy that cannot legally be excluded.

7. PRODUCT SAFETY

If you believe a product is defective, damaged or unsafe, stop using it immediately.

Please contact us at:

sales@cocosempawrium.co.za

Please provide your order number and, where reasonably possible, photographs or video showing the issue.

We may request that you retain the product so that it can be inspected or assessed.

You must not knowingly continue allowing your pet to use a product that you reasonably believe may be defective or unsafe.

8. PRODUCT AVAILABILITY

Products are subject to availability.

We may limit quantities or discontinue products where reasonably necessary.

If a product becomes unavailable after you place an order, we will contact you and provide the applicable remedy in accordance with applicable law.

We do not guarantee that products displayed online will remain available at all times.

9. ORDERS AND ACCEPTANCE

Placing an order through our website constitutes an offer by you to purchase the selected products.

An automated order confirmation confirms receipt of your order but does not necessarily constitute final acceptance of the order.

An order is accepted when we confirm acceptance and/or dispatch the relevant goods, as applicable.

We reserve the right to decline, cancel or limit an order where reasonably necessary, including where:

a product is unavailable;
there is an obvious pricing, product or technical error;
we reasonably suspect fraud or unauthorised activity;
payment cannot be successfully processed;
information provided by you is materially incorrect or incomplete;
an order appears to have been placed for unlawful purposes; or
cancellation is otherwise permitted by applicable law.

If payment has already been received for an order that we cancel, we will process the applicable refund.

Nothing in this section limits any statutory right that may apply to the transaction.

10. ORDERS PLACED IN ERROR

You are responsible for reviewing your cart and order carefully before completing payment.

This includes checking:

product selection;
quantity;
size;
colour or variation;
delivery address;
billing information;
contact details; and
other order information.

If you realise that an order has been placed incorrectly, contact us immediately at:

sales@cocosempawrium.co.za

We will attempt to accommodate a cancellation or amendment where reasonably possible, but we cannot guarantee that changes can be made once an order has entered processing, packing or dispatch.

Nothing in this section limits a cancellation or cooling-off right that applies by law.

11. PRICING

All prices are displayed in South African Rand (ZAR) unless otherwise stated.

Prices may change from time to time.

The applicable price will generally be the price displayed when you place your order, subject to obvious errors and applicable law.

We reserve the right to correct obvious pricing errors.

Where an obvious pricing error materially affects an order and the order has not yet been fulfilled, we may contact you regarding the error and, where legally permitted, cancel the affected order and refund any amount already paid.

An obvious pricing error may include a material typographical, technical or system error resulting in a price that is clearly inconsistent with the intended selling price.

We will not deliberately use incorrect pricing to mislead customers.

12. PROMOTIONS AND DISCOUNTS

Promotions, discount codes and special offers may be subject to additional terms.

Unless expressly stated otherwise:

discount codes cannot be exchanged for cash;
multiple promotional codes cannot be combined;
promotions cannot be applied retrospectively to completed purchases;
promotional offers are subject to availability; and
promotional offers may be restricted or withdrawn where reasonably necessary, subject to applicable law.

Specific promotional terms will prevail where they conflict with these Terms.

Any statement concerning promotional availability, limited quantities, time limits or discounts will be made accurately and in accordance with applicable law.

13. PAYMENT

You agree to provide accurate and complete payment information.

By submitting payment information, you represent that you are authorised to use the selected payment method.

You must not:

use another person's payment method without authorisation;
attempt to circumvent payment processing;
submit fraudulent payment information;
initiate an unauthorised chargeback; or
deliberately misrepresent the circumstances of a transaction to a payment provider.

Where a payment is reversed, dishonoured or subject to an unauthorised chargeback, we reserve the right to investigate the transaction and take any lawful steps available to recover amounts properly owed.

Nothing in this section prevents you from exercising a genuine statutory or contractual right to dispute a transaction.

14. FRAUD, ABUSE AND CHARGEBACKS

We take fraudulent transactions and abuse of our Services seriously.

Where we reasonably suspect fraudulent, deceptive or abusive behaviour, we may, to the extent permitted by law:

cancel or suspend an order;
restrict or suspend an account;
require additional verification;
refuse future transactions;
investigate the transaction;
provide relevant information to payment providers or appropriate authorities where legally permitted or required; and
take appropriate legal or recovery action.

Examples of potentially abusive conduct include knowingly submitting false claims regarding non-delivery, damage or defects, falsely claiming that an order was not received, deliberately abusing return procedures, or initiating a chargeback after receiving purchased goods without a legitimate basis.

We reserve all rights and remedies available under applicable law.

15. SHIPPING AND DELIVERY

We will make reasonable efforts to dispatch and deliver orders within the estimated timeframes communicated to you.

Delivery timeframes are estimates and are not guarantees unless expressly stated otherwise.

Delays may occur due to circumstances including:

courier or logistics providers;
incorrect or incomplete delivery information;
weather;
public holidays;
strikes or industrial action;
customs processes;
service interruptions;
natural disasters; or
other circumstances outside our reasonable control.

You are responsible for providing a complete and accurate delivery address and ensuring that someone is reasonably available to receive the order where required.

Where a delivery attempt fails because of information or circumstances attributable to you, additional delivery charges may apply where permitted by law.

If we become aware of a material delay affecting your order, we will communicate the relevant information where reasonably practicable.

Nothing in this section excludes any statutory rights relating to delivery.

16. RETURNS, REFUNDS AND EXCHANGES

Returns, refunds and exchanges are governed by our Returns & Refunds Policy, which forms part of these Terms.

That policy sets out the applicable requirements for:

statutory cooling-off returns;
change-of-mind returns;
unused and unopened products;
sale and promotional items;
defective or non-conforming products;
refunds;
exchanges; and
return shipping costs.

Customers must follow the applicable return procedure before sending products back.

Nothing in our Returns & Refunds Policy or these Terms limits a statutory consumer remedy that cannot lawfully be limited or excluded.

17. INTELLECTUAL PROPERTY

All intellectual property associated with Coco’s Empawrium, including our:

name;
logo;
branding;
product photography;
website design;
written content;
graphics;
illustrations;
videos;
marketing materials;
product names; and
original creative materials

is owned by or licensed to Coco’s Empawrium and is protected by applicable intellectual property laws.

You may use our website for personal and lawful purposes only.

You may not reproduce, copy, modify, distribute, commercially exploit, scrape, publish or create derivative works from our content without our prior written permission.

Our branding and intellectual property may not be used in a manner that suggests an unauthorised association, endorsement or partnership with Coco’s Empawrium.

18. CUSTOMER REVIEWS, PHOTOGRAPHS AND CONTENT

If you voluntarily submit a review, photograph, video, testimonial, comment or other content to Coco’s Empawrium (“Customer Content”), you confirm that you own or have the necessary rights and permissions to provide that content.

You grant Coco’s Empawrium a non-exclusive, worldwide, royalty-free licence to reproduce, display and publish the Customer Content for the purposes for which it was submitted and for Coco’s Empawrium's legitimate marketing and promotional activities, including on our website, social media, email marketing and advertising.

You retain ownership of your Customer Content.

Where Customer Content identifies you or another identifiable person, we will handle that personal information in accordance with applicable privacy law and our Privacy Policy.

You must not submit content that:

is false or materially misleading;
infringes another person's rights;
contains unlawful, defamatory or abusive material;
contains malicious software;
violates another person's privacy rights; or
was submitted without the necessary permission.

We may remove Customer Content where reasonably necessary, including where it violates these Terms, applicable law or our legitimate business requirements.

19. THIRD-PARTY SERVICES

Our Services may use third-party providers, including payment processors, courier companies, Shopify and other technology providers.

Third-party services may operate under their own terms and privacy policies.

Where a third party processes information on our behalf, we will handle that relationship in accordance with applicable law and our Privacy Policy.

We are not responsible for the independent acts or omissions of third parties except where liability cannot legally be excluded.

20. SHOPIFY

Our online store is hosted and powered by Shopify.

Shopify provides the technology infrastructure that enables us to operate our Services.

Purchases made through our store are transactions between you and Coco’s Empawrium.

Shopify is not the seller of Coco’s Empawrium products and is not responsible for the products supplied by us, subject to any rights or obligations that may apply under applicable law.

21. PRIVACY

Your personal information is handled in accordance with our Privacy Policy.

Because our Services rely on Shopify and other service providers, personal information may be processed by third parties where necessary to operate our website, process payments, fulfil orders, communicate with customers, provide delivery services, prevent fraud, analyse website usage or otherwise provide our Services.

We will handle personal information in accordance with applicable privacy legislation and our Privacy Policy.

22. WEBSITE CONTENT AND ERRORS

We endeavour to maintain accurate information on our website.

However, the website may occasionally contain typographical errors, inaccuracies or omissions relating to:

product descriptions;
pricing;
availability;
promotions;
shipping;
product specifications; or
other information.

We reserve the right to correct errors and update information where reasonably necessary.

Where an error materially affects an order, we will address the matter in accordance with applicable law.

23. WEBSITE SECURITY AND PROHIBITED CONDUCT

You must not use our Services to:

violate any law;
commit fraud;
impersonate another person;
obtain another person's personal information without authorisation;
introduce malicious code;
attempt to gain unauthorised access to our systems;
interfere with website security;
circumvent access controls;
scrape or systematically extract our content without permission;
use bots or automated systems in a way that interferes with our Services;
spam or phish;
infringe intellectual property rights; or
otherwise abuse our Services.

We reserve the right to use reasonable technical measures to prevent, restrict or investigate such activity.

24. WEBSITE AVAILABILITY

We do not guarantee that our website will always be available, uninterrupted, secure or error-free.

Our Services may occasionally be unavailable because of maintenance, updates, technical problems, hosting issues, third-party services or circumstances beyond our reasonable control.

We reserve the right to modify, suspend or discontinue any part of our Services where reasonably necessary, subject to applicable law.

25. NO VETERINARY OR PROFESSIONAL ADVICE

Information provided by Coco’s Empawrium is for general informational purposes only.

Our website, product descriptions, Journal articles, social media content and other communications are not veterinary, medical, nutritional or behavioural advice and are not a substitute for advice from a qualified veterinary professional.

You should consult an appropriately qualified veterinarian regarding your pet's individual health, nutritional, behavioural or other needs.

Coco’s Empawrium does not guarantee that any particular product will produce a particular health, behavioural or nutritional outcome.

26. DISCLAIMERS AND LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Coco’s Empawrium will not be liable for indirect, incidental, special or consequential loss arising from your use of our Services or products where such liability may lawfully be excluded.

To the fullest extent permitted by applicable law, we will not be responsible for loss arising solely from:

misuse of a product;
failure to follow product instructions;
failure to appropriately supervise a pet;
selection of an unsuitable product;
normal product wear and tear;
expected natural material variation;
unauthorised modification of a product;
incorrect information supplied by you;
unauthorised use of your account;
delays caused by third parties or circumstances beyond our reasonable control; or
your failure to take reasonable precautions regarding the use of a pet product.

However, nothing in these Terms excludes, restricts or limits liability, warranties, guarantees or consumer remedies that cannot legally be excluded, restricted or limited.

Where applicable law imposes a liability or remedy on Coco’s Empawrium, that liability or remedy remains unaffected.

27. INDEMNIFICATION

To the fullest extent permitted by law, you agree to indemnify and hold harmless Coco’s Empawrium, its owners, employees, contractors and service providers against losses, claims, damages, liabilities and reasonable legal costs arising from:

your material breach of these Terms;
your unlawful use of our Services;
your misuse of our products;
your infringement of another person's rights; or
your fraudulent or intentionally wrongful conduct.

This provision does not require you to indemnify Coco’s Empawrium for liability arising from our own unlawful conduct or from liability that cannot legally be transferred to you.

28. SUSPENSION AND TERMINATION

We may suspend, restrict or terminate your access to our Services where reasonably necessary, including where:

you materially breach these Terms;
fraud or abuse is reasonably suspected;
you interfere with our website or systems;
you engage in unlawful activity; or
your conduct creates a legitimate security, legal or commercial risk.

Termination does not affect rights or obligations that arose before termination.

Nothing in this section affects a consumer's statutory rights.

29. GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with in accordance with applicable South African law and the jurisdiction of the appropriate South African courts or other legally available dispute-resolution forum.

Nothing in these Terms prevents a consumer from exercising a right available under applicable legislation or approaching a competent regulatory authority, tribunal or court.

30. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be enforced to the maximum extent legally permitted and the remaining provisions will continue in effect.

Where a provision cannot lawfully be enforced, it will not affect the validity of the remaining provisions.

31. NO WAIVER

Our failure to enforce any provision of these Terms immediately does not constitute a waiver of our right to enforce that provision later.

32. CHANGES TO THESE TERMS

We may update these Terms from time to time.

The latest version will be made available on our website and will display the applicable “Last updated” date.

Where required by law, we will provide appropriate notice of material changes.

Where changes affect an existing transaction or contractual right, we will apply the applicable legal requirements.

33. CONTACT INFORMATION

Questions regarding these Terms should be directed to:

Coco’s Empawrium (Pty) Ltd
South Africa

Email: sales@cocosempawrium.co.za
Telephone: (+27) 71 523 4350

Business registration number: 2025/840503/07

VAT number: N/A

Physical/business address: 68 Sea Hare Circle, Melkbosstrand, Cape Town, South Africa