Paws & Whiskers Return & Refund Policy
At Paws & Whiskers, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help! Our return policy complies with New Zealand’s Consumer Guarantees Act (CGA) and Fair Trading Act, ensuring fair and reasonable outcomes for our customers.
1. Returns Eligibility
We only accept returns in the following cases:
Faulty or Defective Products – If your item has a manufacturing defect or does not function as intended, we will offer a repair, replacement, or refund in accordance with the Consumer Guarantees Act.
Incorrect or Damaged on Arrival – If you receive the wrong item or it arrives damaged, you must notify us within 7 days of delivery with photographic evidence.
We do not accept returns for:
Change of Mind – Due to the nature of our business, we do not accept returns if you change your mind, select the wrong product, or no longer need the item.
Used or Opened Items – We cannot accept returns for items that have been used, opened, or are not in their original condition and packaging.
Personalized, Perishable, or Clearance Items – These products are final sale and non-refundable unless they are faulty.
2. How to Request a Return
To initiate a return, please follow these steps:
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Contact Us – Email [Your Email] or use our contact form within the specified timeframe. Include your order number, item details, photos (if applicable), and the reason for the return.
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Wait for Approval – We will assess your request and provide return instructions if eligible.
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Ship the Item Back – Approved returns must be sent to our designated NZ return address. Customers are responsible for securely packaging the item and covering return shipping costs unless the return is due to our error.
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Inspection & Processing – Once received, we will inspect the item and process your refund, repair, or replacement within 5-7 business days.
3. Refunds & Replacements
Refunds – Refunds will only be issued in cases where a replacement or repair is not feasible. Refunds will be processed to the original payment method.
Replacements – If the item is faulty and a replacement is available, we will send a replacement at no additional cost.
Non-Refundable Situations – If the returned item does not meet the eligibility criteria, we will not issue a refund, and the item may be returned to you at your expense.
4. Return Shipping
Faulty, Incorrect, or Damaged Items – If your return is due to a fault, damage, or our error, we will cover the return shipping costs.
Other Returns – If you are returning an item for any other eligible reason, you are responsible for return shipping costs.
Shipping Responsibility – We recommend using a trackable shipping service as we are not responsible for lost returns.
5. Consumer Rights
This policy does not limit your rights under the Consumer Guarantees Act (CGA) or the Fair Trading Act. If a product does not meet acceptable quality, you are entitled to a fair resolution under NZ law.
For any queries, please contact us at Pawsandwhiskers.co.nz