Refund policy

Refund & Returns Policy

Last updated: May 2026

 

We want you and your pet to love every purchase. If something isn't right, here's how we'll make it right.

 

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If a product is faulty, not as described, or doesn't do what it's supposed to, you're entitled to a repair, replacement or refund.

 

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, please contact us within 30 days of delivery at support@pimpmypet.co.nz with your order number and a photo of the issue. We'll arrange a replacement or full refund at no cost to you.

 

Change of mind

If you change your mind, you may request a return within 14 days of delivery, provided the item is unused, in its original packaging, and in resalable condition. Return shipping costs for change-of-mind returns are the customer's responsibility. Once we receive and inspect the item, we'll issue a refund for the product price.

 

How refunds are processed

Approved refunds are made to your original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or card provider.

 

Items that can't be returned

For hygiene reasons, certain items (such as opened consumables or used grooming products) can't be returned unless faulty.

 

How to start a return

Email support@pimpmypet.co.nz with your order number and reason for return. We'll guide you through the next steps. Please don't send items back before contacting us.