Returns & Exchanges
We want you to be completely satisfied with every item that you purchase from petstock.co.nz We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the New Zealand Consumer Law.
When to return a product?
You are entitled to a refund, replacement or credit from PETstock when an item purchased fails to meet one of the consumer guarantees as per the New Zealand Consumer Law, i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
- And proof or purchase must be provided (proof of purchase details are outlined above)
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history or online purchase transaction history.
Petstock will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:
- Be returned within 28 days of purchase
- Be in a re-saleable condition (original condition)
The unwanted product must be returned to us either via post or in person to one of our stores. PETstock Online treats all ‘change of mind' transactions as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to a PETstock store.
How do I return a product purchased online?
Items purchased from our online store can be returned via post to our Online Warehouse or in person at any of our Petstock stores nationally.
If you would like to post the item back to our Online Warehouse, please contact our PETstock Online customer service team to assist with organising the best method of shipping for your return or exchange, on info@petstock.co.nz
Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).
Who pays for the return of my purchase?
PETstock will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the New Zealand Consumer Law (see ‘When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with a PETstock Online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.
For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.
Delivery charges will not be refunded on orders returned to us due to being uncollected or refused at the time of delivery.
Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. PETstock cannot be responsible for any items damaged or lost during return transit.
How long will my refund take?
Please allow 7 business days for the return to be processed after your item arrives at our Online Warehouse.
Can I return my purchase to a Petstock store?
Online purchases can also be returned to any Petstock store, nationwide. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.
Need to return an item now? Click here to send an email to info@petstock.co.nz
Repairs under Manufacturer's Warranties
There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.
Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.
Some Manufacturer's use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer's contact details.
We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.