Returns Policy

It is important to us that you are completely satisfied with our products and service. We understand that shopping online can be tricky, especially when you have not seen the product or tried it on your pet.

Change-of-mind returns

We accept change-of-mind returns within 30 days of the purchase date. You may choose an exchange, store credit or refund, subject to the conditions below.

To qualify, the item must:

Be unused and in the same condition in which it was received
Be in its original packaging
Be accompanied by a receipt or other proof of purchase
Not be excluded from change-of-mind returns under this policy

Returns requested after 30 days may be accepted at the manager’s discretion. If accepted, the return will be provided as an exchange or store credit rather than a refund.

Customers are responsible for return shipping costs for change-of-mind returns, including when the wrong product, colour or size has been ordered. We recommend using a tracked courier service, as we cannot take responsibility for parcels lost before reaching us.

Pre-order items

Pre-order items are ordered specifically for you and may not be products we ordinarily hold in stock. Once the order has been placed with our supplier, pre-order items cannot be cancelled, exchanged or refunded if you change your mind.

This does not affect your rights under the Consumer Guarantees Act 1993. If we are unable to supply the item, or if it is faulty, does not match its description, or is not delivered within the agreed timeframe or a reasonable timeframe, you may be entitled to a remedy under New Zealand consumer law.

Any delivery date provided for a pre-order is an estimate unless we have expressly agreed to a specific delivery date.

Faulty or incorrectly supplied products

All products sold by Pet.Kiwi are covered by the Consumer Guarantees Act 1993. Products must be of acceptable quality, fit for their intended purpose, match their description and last for a reasonable period, taking into account the product type, price and expected use.

If a product does not meet these guarantees, please contact us as soon as possible. Depending on the circumstances and the seriousness of the problem, the appropriate remedy may be a repair, replacement or refund.

For a minor problem, Pet.Kiwi may choose to repair the item, replace it or provide a refund. If the problem is substantial, or cannot be remedied within a reasonable time, you may be entitled to reject the product and choose a replacement or refund in accordance with the Consumer Guarantees Act.

We will cover reasonable return shipping costs when an item has been sent incorrectly or is confirmed to have a fault covered by the Consumer Guarantees Act.

Some products may also include a manufacturer’s warranty or guarantee. These are additional to, and do not replace or limit, your rights under the Consumer Guarantees Act.

Afterpay refunds

Approved change-of-mind refunds for purchases made using Afterpay will have a 5% administration fee deducted from the refund. This reflects the non-refundable fees incurred when processing the original transaction.

This fee does not apply when you are legally entitled to a refund because the product does not meet the guarantees under the Consumer Guarantees Act, or when we have supplied the wrong product.

Food and treats

We do not accept change-of-mind returns of opened food or treats.

If the product is faulty, unsafe, damaged, incorrectly supplied or otherwise does not meet the Consumer Guarantees Act, please contact us so we can assess the appropriate remedy.

Some manufacturers offer a palatability guarantee if your pet will not eat their food. Where a product qualifies, we can refund the purchase price once it has been returned to us in accordance with the manufacturer’s conditions. For dry food, at least 50% of the food must remain in the original bag unless the relevant manufacturer’s guarantee states otherwise.

Toys

We do not accept change-of-mind returns of used toys.

No pet toy is indestructible, and the lifespan of a toy will depend on factors such as your pet’s size, play style, chewing strength and whether the toy is used as intended. Damage caused by ordinary wear and tear, inappropriate use or selecting a toy that is not suitable for your pet’s chewing style is not considered a product fault.

However, toys remain covered by the Consumer Guarantees Act. If you believe a toy has a manufacturing defect, is unsafe, was incorrectly described or has not lasted for a reasonable period considering its type, price and expected use, please contact us. Our team is also happy to help you choose an appropriate toy for your pet.

Clothing

We accept change-of-mind returns of clothing within 30 days if the item does not fit, provided it is unused, in its original condition and packaging, and accompanied by proof of purchase.

Eligible clothing may be returned for an exchange, store credit or refund. We do not accept change-of-mind returns of clothing that has been worn, used, soiled or damaged.

Clothing that is faulty, incorrectly supplied or does not meet the Consumer Guarantees Act may still qualify for a repair, replacement or refund regardless of the change-of-mind conditions above.

Discounted and clearance items

Please choose discounted, short-dated, clearance and specially marked products carefully, as we do not accept change-of-mind returns on these items.

If an item has a known fault, damage or short expiry date, this will be clearly disclosed before purchase. You cannot return an item because of a fault that was specifically disclosed and accepted before purchase.

Discounted and clearance products remain covered by the Consumer Guarantees Act for faults or problems that were not disclosed before purchase.

How to request a return

Please contact us before returning an item so we can discuss the issue and confirm the return process.

Once the returned item has been received and assessed, we will let you know the outcome. Approved refunds will generally be processed through the original payment method.

Nothing in this policy limits or excludes any rights or remedies available to you under the Consumer Guarantees Act 1993 or other applicable New Zealand law.

The key legal corrections are that CGA cover is not limited to faults present "at the time of purchase”, sale items still have legal protection, and a blanket exclusion cannot be applied to defective toys. The revised wording reflects current guidance from Consumer Protection New Zealand and the Commerce Commission.