The Pet Centre Returns PolicyThe Pet Centre Returns Policy


Online Returns Policy

Repair, Replacement & Refund Policy

The Pet Centre is here "to enhance the lives of New Zealander’s by helping them nurture happy, healthy pets."
We make every effort to ensure that we carry a good range of products sourced from within New Zealand and overseas to meet your every need.

This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase online from The Pet Centre is found to be defective, or it does not meet your needs, The Pet Centre will happily repair or replace the product, or offer you a refund or credit. This Policy includes the rights you have under the New Zealand Consumer Guarantees Act (see below) and provides you with benefits in addition to those rights, because your satisfaction is very important to us.

What is The Pet Centre's refund policy?

If you are not completely satisfied with a product you have purchased from us, you can return that product to us within a reasonable timeframe in a re-saleable condition and we will happily replace or repair within a reasonable timeframe or refund the original purchase price of that product, provided the product and packaging is in its original condition and is re-saleable. This excludes the 100% Satisfaction Guarantee on all of our Premium food lines which is above and beyond this policy. Any product that has been personalized, e.g. an identification tag that has been engraved, will not be accepted as a return unless it is faulty. See below for more information regarding online return delivery charges.

How do I return a product I purchased online?

We offer two ways to return a product:
  1. Email with, your name, contact details, invoice number & a detailed message about the product you would like to return and we will advise what to do next.
  2. Take the product along with your proof of purchase (i.e the invoice) to the nearest The Pet Centre Store.

Do I need to show receipts to return or refund a product

Yes, all returns must be accompanied by proof of purchase. If you are returning your product from an online order to a The Pet Centre Store you will need your tax invoice.

What is The Pet Centre's delivery refund policy?

There are no refunds on delivery charges unless the item is a fault of The Pet Centre and you are eligible for a refund. If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.

The product I received is faulty or defective.

If you receive a faulty product from us or it is damaged in transit on delivery to you, you can return it to us at your cost and our returns team will investigate. If the product is determined to be faulty there are 2 options. 1. We will replace the product with an identical item and resend at no further cost to you. 2. Refund the original purchase price of the item. We do not refund the cost of returning the faulty item to us.

Can I exchange a product which was purchased online?

If you wish to exchange a product you please use the Contact Us page and we will advise you on how to make your exchange as easy as possible.

How long will it take to receive a refund for a product purchased online?

To arrange a refund on your purchase, please use our Contact Us page who will assist you with returning the item for an exchange or refund. The refund can take up to 5 – 7 business days after it has been approved due to bank transaction time frames.

What are my rights under the NZ Consumer Law?

Our goods come with guarantees that cannot be excluded under the NZ Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 

Where a failure does not amount to a major failure, The Pet Centre is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to The Pet Centre will be borne by you.

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