Refund and Return Policy

Refund and Return Policy for Pawsitive21

Your satisfaction is our top priority. We have designed our policy to be fair and clear. Please read it carefully before making a purchase.

1. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us within 7 days of receiving your order.

  • How to Report an Issue:
    • Email us at contact@pawsitive21.com.
    • Use the subject line: “Issue with Order #[Your Order Number]”.
    • In the email, please include:
      • A clear description of the issue (e.g., “cracked item,” “wrong color received”).
      • Clear photos or a short video showing the damage, defect, or the incorrect item. This is mandatory for us to process your claim.
  • Our Solution:
    • Once we verify the issue with the evidence you provide, you will be eligible for either a full refund or a free replacement of the same item.
    • In most cases of damaged, defective, or incorrect items, you will not be required to return the product. This saves you the time and cost of return shipping. We will advise you if a return is necessary on a case-by-case basis.

2. “Change of Mind” Returns

Due to our business model and for hygiene reasons (especially for personal accessories and pet products), we do not accept returns or offer refunds for “change of mind” (e.g., you no longer want the item, you ordered the wrong size/color, or you found it cheaper elsewhere).

We encourage you to carefully review your order and the product descriptions before completing your purchase.

3. Order Not Received / Lost in Transit

We provide estimated delivery times, but sometimes delays happen.

  • Please wait for 45 days from the date of shipment before reporting an order as lost.
  • If your order has not arrived after 45 days and the tracking information shows it is not delivered, please contact us at contact@pawsitive21.com. We will investigate with our fulfillment partners and, if the order is confirmed lost, we will issue a full refund or send a free replacement.
  • Incorrect Address: We are not responsible for orders that are not delivered because the shipping address provided by the customer was incorrect or incomplete. Please double-check your address at checkout.

4. Refunds Process

  • If a refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
  • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted.

5. Contact Us

For any questions related to our Refund and Return Policy, please do not hesitate to contact us at contact@pawsitive21.com.

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