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The Pet Centre Returns PolicyThe Pet Centre Returns Policy

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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.

REFUND POLICY
Please choose your purchases carefully as we do not provide a refund if you change your mind. If the products you purchase from us are faulty, we will meet our obligations under the Consumer Guarantees Act and either repair, replace or refund the product, depending on the nature of the fault. 

EXCHANGE POLICY
A product may be exchanged up to 30 days after purchase when proof of purchase can be provided. The products must be in saleable condition, with all original packaging intact. Products that have been used, damaged, or have seals broken cannot be exchanged. 

PREMIUM CAT & DOG FOOD GUARANTEE
We have a 100% bottom of the bag, money back palatability guarantee on most of our brands of premium cat and dog food. If your pet will not eat the food, exchange it for another variety or receive a full refund of the purchase price. We do, however, encourage all pet owners to transition over a period of 7 days minimum. Proof of purchase must be provided.

DAMAGED ARRIVALS
If the product is damaged when it arrives, please take a date stamped photo, and send it through to us at returns@thepetcentre.co.nz, so that we can follow-up with our courier company. We will need to get the product back to Lower Hutt and we will contact you to discuss the details.

EXCHANGES
If you wish to exchange a product, get in touch with the online team and we will advise you on how to make your exchange as easily as possible. The item being exchanged does need to be returned. It is up to you to organise shipping and pay for the shipping costs associated with sending it back to us.

REFUND OF SHIPPING COSTS
The only refunds that can be made for shipping costs will be if you are accidentally charged the wrong freight costs either by selecting the wrong shipping option, or something else goes wrong through the ordering process.

HOW LONG WILL IT TAKE?

Once the goods have been received at the Lower Hutt branch, we will process the return and confirm by email when the funds have been placed back on your credit card used for the order.

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..