Refund policy

Return & Refund Policy

We want every purchase you make at Positive Pets to be something you and your pet love. Our Return & Refund Policy is here to make sure you’re treated fairly if things don’t go exactly right. We promise clear steps, respectful treatment, and prompt action.

Return Eligibility

You may request a return under the following conditions:

  • The return request is made within 14 calendar days of delivery.

  • The product is in its original condition: unused, unwashed, unsoiled, no pet hair (unless expected for testing), with original tags and packaging intact.

  • The product is not a personalised/custom item (unless it arrived defective or incorrectly made).

  • Proof of purchase (order number, invoice) is provided.

Non-Returnable Items

These cannot be returned (unless they are defective or incorrect):

  • Pet food, treats, grooming supplies (opened or used) for hygiene reasons.

  • Personalised / customised items (bespoke collars with name, custom prints, etc.).

  • Gift cards.

  • Clearance / “final sale” / heavily discounted items may be excluded (subject to promotion terms).

How to Initiate a Return

  • Contact us at returns@positivepets.co.za within 14 days of receiving your order. Include your order number, product details, reason for return, and photos if possible.

  • We’ll send you a Return Authorisation (RA) number and instructions.

  • Pack items securely and ship them to the address we provide; you must use a traceable courier and keep proof of posting.

Shipping Costs for Returns

  • If the return is due to our error (wrong item, defective), we cover the return shipping costs.

  • If you simply change your mind (size doesn’t fit, not what you expected), you may be responsible for return shipping unless a free return promotion is in effect.

Inspection & Refunds

  • Once we receive the returned item, we inspect it for eligibility.

  • If approved, refunds are processed within 7–14 business days.

  • Refunds are issued back to your original payment method. If that’s not possible, we’ll arrange an alternate method.

  • For exchanges, if the replacement item costs more, you’ll be asked to pay the difference; if it costs less, we’ll refund the difference.

Late or Missing Refunds

  • If you haven’t received your refund within 14 business days after we’ve confirmed acceptance, check with your bank or card issuer.

  • If still not visible, contact us with your return tracking information.

Damaged, Defective or Incorrect Products

  • Check your order upon arrival. If you discover damage, defect, or incorrect item, notify us within 48 hours of delivery—include photos.

  • We will either replace the product or provide a full refund (including shipping costs if we are at fault).

Exchanges

  • If you prefer another size or color and it’s available, we will assist you with an exchange.

  • If shipping cost is involved, those may be borne as per the reason (fault/size, etc.).

Consumer Protection Rights

These policies are in addition to your statutory rights under the Consumer Protection Act (CPA) of South Africa.
If the law provides greater rights, we will comply with them.

Contact Details for Returns & Refunds

Email: returns@positivepets.co.za
Phone: +27 10 123 4567
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM