Refund policy
Returns Policy
At Pet Patch, we want you and your pets to be happy with your purchase. This policy explains how returns, exchanges, and refunds work for purchases made online or in-store.
This policy applies to orders delivered within New Zealand only. We do not currently ship outside New Zealand.
Change of mind returns
We accept change of mind returns within 30 days of purchase or delivery, provided the item is:
- unused, unopened, and in resalable condition;
- in its original packaging, with any tags, seals, manuals, or accessories included;
- accompanied by a receipt, order confirmation, or other proof of purchase.
For hygiene, safety, and product integrity reasons, we cannot accept change of mind returns for some products, including opened food, treats, supplements, grooming products, bedding, litter, personal care items, or any product that has been used by a pet.
Change of mind returns are not available for gift cards, clearance items, final sale items, or special-order products, unless required by law.
Faulty, damaged, or incorrect items
Please check your order as soon as it arrives. If an item is faulty, damaged, missing, or not what you ordered, please contact us as soon as possible so we can assess the issue and put it right.
Depending on the circumstances, we may offer a repair, replacement, refund, or store credit. Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act.
How to start a return
To request a return, please contact us at:
Please include your order number or proof of purchase, the item you would like to return, and the reason for the return.
You can also return eligible items in-store at:
Pet Patch
1 Shamrock Drive
Kumeu 0810
New Zealand
Please contact us before sending any item back by courier. Items returned without prior contact may take longer to process.
Return shipping
For change of mind returns, the customer is responsible for return shipping costs.
If the return is due to a faulty, damaged, or incorrect item, we will work with you to arrange a suitable remedy. This may include covering reasonable return shipping costs where required.
We recommend using a tracked courier service for returned items, as we cannot refund items that we do not receive.
Exchanges
Where stock is available, we may be able to exchange eligible items. If you would like a different size, flavour, colour, or product, please contact us or visit us in-store.
If the replacement item costs more than the original item, you will need to pay the difference. If it costs less, we will refund or credit the difference.
Refunds
Once we receive and inspect your returned item, we will let you know whether the return has been approved.
Approved refunds will be processed back to the original payment method where possible. Please allow up to 10 business days after approval for the refund to be processed, noting that banks and payment providers may take additional time to complete the transaction.
If more than 15 business days have passed since we approved your refund, please contact us at info@petpatch.co.nz.
Questions
For any questions about returns, exchanges, or refunds, please contact us at: