Refund policy

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Due to the perishable nature of our frozen product, we are unable to accept returns or exchange the frozen pet food. Please select and purchase your product carefully.

Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and pet care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

  * Accessory with obvious signs of use
  * Pet food packet which has been opened.
  * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  * Any item that is returned more than 30 days after delivery

    Refunds (if applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at renpx@hotmail.com.

    Sale items (if applicable)

    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


    Return and Exchange 

    You are able to return /exchange products other than frozen food. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 


      Incorrect or Damaged Goods

      If the products delivered does not correspond with your order or it has arrived in a faulty or damaged state, please contact us ASAP at sales@petnaturals.co.nz. We will require a photo proof of your faulty product. If we are in agreement, we will credit your account or arrange a replacement delivery. 

      Please note that it is the customer’s responsibility to put the frozen product into freezer as soon as the delivery is made.

      Shipping

      To return your product, you should mail your product to: 3/292 Hibiscus Coast Highway, , Orewa, , Auckland 0931, New Zealand.

      You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

      Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

      If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.