Refund policy
Refund & Returns Policy
Return rules summary
- Returns accepted for 7 days
- Customer provides return shipping (all costs of shipping)
- 20% restocking fee
- Items must be returned in excellent condition
- Frozen Goods, Live Fish, Boots, Aquatic Pumps or any other product that has been in contact with water or factory seal broken are NOT covered by the returns policy.
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (unopened).
Several types of goods are exempt from being returned. Perishable goods such as food, flea treatment, water conditioners & any other products that are sealed or are of hygiene concerns cannot be returned.
Additional non-returnable items:
- Gift cards or exchanged for cash
To complete your return, we require a receipt or proof of purchase. It is the buyers responsibility to return the goods back to the place of purchase. Pet Essentials does NOT contribute towards the cost of shipping & handling.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item that is returned more than 30 days after delivery
- Each scenario is dealt with on individual basis & accordingly
Pet Essentials Warehouse is NOT required to offer a refund for change of mind; please refer to the following link for more information:
https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/change-of-mind/
Please note: we will not be able to ship your replacement item/s until we have received and inspected your returned items.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 5 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@petessentialswarehouse.co.nz
Sale or Clearance items (if applicable)
Only regular priced items may be refunded, unfortunately sale or clearance items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@petessentialswarehouse.co.nz and send your item to:
Pet Essentials Warehouse - Napier
28 Wellesley Road,
4110
Napier South
Phone: +6468337545
Shipping
To return your product, you should mail your product to:
Pet Essentials Warehouse - Napier
28 Wellesley Road,
4110
Napier South
Phone: +6468337545
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
