Order issues

At Positive Drinks Co, we understand that sometimes issues may arise with your orders. We strive to provide the best possible customer service and ensure that any problems are resolved promptly and efficiently.

In this section, we will outline our process for handling order issues and how we aim to satisfy our valued customers.

1. Order Accuracy: We take great care to ensure that your order is accurately picked, packed, and shipped. However, if you receive an incorrect item or if any items are missing from your order, please contact our customer support team within 72 hours of receiving your package. We will investigate the issue and work towards a resolution.

2. Product Quality: We source our non-alcoholic beverages from reputable suppliers who adhere to strict quality standards. If you believe that a product you received is of subpar quality or if it is damaged during transit, please reach out to us with details and supporting evidence. We will assess the situation and take appropriate action to rectify the issue.

3. Refunds and Exchanges: In the event that we are unable to resolve an order issue to your satisfaction, we offer a refund or exchange policy. Our customer support team will guide you through the process and provide you with the necessary instructions. Please note that certain conditions may apply, and we reserve the right to assess each case individually.

4. Contacting Customer Support: If you encounter any order issues or have any questions, our dedicated customer support team is here to assist you. You can reach us through this contact form . Please provide as much detail as possible, including your order number, to help us expedite the resolution process.

5. Continuous Improvement: We are committed to continuously improving our processes and customer experience. We value your feedback and encourage you to share any suggestions or concerns you may have regarding our order handling. Your input helps us enhance our services and ensure that we meet and exceed your expectations.

Contacting us regarding an issue

If you have an issue with an order, 

  1. Contact our customer support team via this form regarding an issue within 14 days of receiving your order. This is provide us with your order number and a an explanation of the reason for the return.
  2. Please allow some time for us to respond to your inquiries. Our team is available from 10 AM to 4 PM, Monday through Friday. Kindly note that we are closed on all public holidays. Thank you for your patience and understanding.
  3. Once your request is approved, you will receive further details and next steps from the team.
  4. If a return is required, package the products securely and ship it back to us using a reliable shipping method of your choice (details regarding expenses below). Once we receive the returned products and verify its condition, we will process your refund.

Return Expenses

As an ecommerce store, we understand that returns are sometimes necessary. However, it is important to note that return expenses are at the expense of the customer. This means that if you wish to return a product, you will be responsible for covering the shipping and handling costs associated with the return.

While we understand that return expenses may seem inconvenient, they are necessary for us to continue offering high-quality products at competitive prices. By placing the responsibility of return expenses on the customer, we are able to keep our prices affordable and ensure that our products remain accessible to a wide range of customers.

Conditions for Returns

In order for a return to be accepted, the following conditions must be met:

  • The product must be in its original packaging and in unused condition.
  • All accessories, tags, and labels must be intact and attached to the product.
  • The return must be initiated within 14 days of receiving the order.

We hope that this information provides you with a clear understanding of how we handle order issues at Positive Drinks Co. Our goal is to ensure your complete satisfaction and make your shopping experience with us as smooth and enjoyable as possible.

Thank you for choosing Positive Drinks Co. for your non-alcoholic beverage needs.


We shall not be liable to pay any compensation to you, other than any refund as stated above. In particular, but without limitation, we shall not be liable to you for loss of profit, damage to goodwill, or any indirect or consequential loss or damage arising out of any damage, defect, negligence or other failing on our part. No compensation can be offered for loss of wages due to failed or late deliveries.

Customers accept responsibility for the safe storage and use of the products upon receipt. We (Positive Drinks Co Ltd.) are not liable for damage caused by customer mishandling.