Returns & Refund Policy
Effective Date: 23 June 2026
At Positive Pets Apparel, we take pride in the quality of our products. If there is an issue with your order, we will do our best to resolve it fairly and in accordance with South African consumer law.
1. Change of Mind
Due to the nature of our products and hygiene considerations, we do not accept returns or exchanges for change of mind. Please ensure you carefully review product descriptions, sizes, and specifications before placing your order.
2. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged during transit, or incorrect compared to your order, please contact us within 7 days of delivery at claudia@positivepets.shop.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the defect or damage
3. Resolution Options
Where a product is found to be defective or incorrect, Positive Pets Apparel (Pty) Ltd may, in accordance with applicable South African law:
- Replace the item
- Repair the item, where applicable
- Provide a refund
4. Return Conditions
Returned products must be unused, clean, and in their original condition, and include the original packaging where reasonably possible.
Products that have been used, chewed, washed, altered, damaged through misuse, or returned due to incorrect sizing selected by the customer may not qualify for a refund or replacement.
5. Incorrect Size Selection
Customers are responsible for ensuring that they select the correct size for their pet. Returns or exchanges due to incorrect sizing selected by the customer are generally not accepted.
If you are unsure which size to choose, please contact us before placing your order and we will gladly assist.
6. Return Shipping Costs
Where a product is confirmed to be faulty, damaged, or incorrect, Positive Pets Apparel will cover the reasonable cost of return shipping.
7. Processing Times
Approved refunds will be processed to the original payment method.
Please allow:
- 1–3 business days for inspection.
- An additional 3–10 business days for banks and payment providers to process refunds.
8. Consumer Rights
Nothing in this policy limits any rights or remedies available to consumers under applicable South African law, including the Consumer Protection Act, 2008.
Contact Us
Positive Pets Apparel (Pty) Ltd
Johannesburg, Gauteng, South Africa
Email: claudia@positivepets.shop
Last Updated: 23 June 2026