Refunds, Returns & Exchanges

Refunds, Returns and Exchanges

Refunds

Refunds are not guaranteed and are subject to our review of the product once it has returned. Once the product has arrived to us you will be notified of the acceptance or rejection of the return depending on if we deem the product faulty.

Requirements:

• Refunds back onto your credit card or the original payment method are solely allowed in the instance of defective/faulty products. If you have changed your mind or have ordered the wrong size, please see the ‘Exchanges’ section.
• Sale items cannot be returned or refunded, these sales are final.
• You have 30 days to return the item starting the day you receive it, if 30 days have passed we unfortunately cannot offer you a return.

You will be responsible for the return shipping costs - please keep your receipt as we will refund you this cost if your return is accepted as faulty. In the instance the return is rejected, you are to cover the return shipping costs and the product will not be shipped back to you. If you are approved, your refund will be processed and a credit will be automatically applied to your credit card or the original payment method.

You are responsible for the package until it arrives to us, we recommend purchasing a tracking service or package insurance. If we deem the product to be faulty, the product cost and return shipping cost will be refunded. If you wish to begin a return please email hello@petpad.co.nz with your: order number, which item(s) you would like to return, reason for the return and your full name and address.

 

Returns and Exchanges

Although it is your responsibility to check the sizing charts and ensure you select the correct size for your pup, we understand that mistakes can happen. If your product is the wrong size or you have changed your mind, we are happy for you to return the products to us in exchange for store credit.

Requirements:

• If you wish to exchange products you must do so within 14 days of receiving the product. If 14 days have passed we are unfortunately unable to accept your exchange.
• The product must have only been tried on – not worn or washed.
• The product must be in new condition and have all packaging still attached.
• Sale items cannot be exchanged – these sales are final.

We reserve the right to deny exchanges that do not meet the return requirements. Shipping costs are non-refundable and will be deducted from the store credit issued. You are responsible for organising and paying for the shipment of the items being returned, we recommend purchasing a tracking service or package insurance. If you wish to begin a return please email hello@petpad.co.nz with your: order number, which item(s) you would like to return, reason for the return and your full name and address.