Unfortunately We are fully booked in both of our catteries over the Christmas/New Year holiday period.

The Pet Centre Returns PolicyThe Pet Centre Returns Policy


Returns and Exchanges

Please contact us directly to discuss any refund or return.

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 time-frame in a resalable condition and we will happily replace or repair within a reasonable time-frame or refund the original purchase price of that product, provided the product and packaging is in its original condition and is resalable. This excludes the 100% Satisfaction Guarantee on all 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.

This isn’t right?...

For any product that we have sent in error or is damaged when it arrives to you, please get in touch and we will arrange for the parcel to be collected and brought back to us.

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.

Not quite what you were after? …

If you have purchased something and wish to return it due to it being ordered incorrectly, then it is up to you to organise shipping and pay for the shipping costs associated with sending it back to us. All we ask is that the product is not used or expired and is in the same condition you received it and is in the packaging. We will not be able to refund any products that have already been opened.


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.

Refunds on 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.

If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.

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.