Refund policy

The Paw Store Returns Information

Customer satisfaction is very important to us. If the item is received defective or damaged, we will gladly accept returns of our products within 14 days of the order date, and either replace the product or issue a full refund of the product cost. Where the product is damaged and returned for a similar item, we will also pay for the return shipping cost. If a product is purchased in error and a replacement is required, it is at our discretion whether a refund or replacement is warranted. In this case, the customer pays for the shipping to have the item returned back to us. We however will pay for the return shipping of any product that our company has sent in error. All we ask is that the product is returned to us in its original condition. 

Damaged or Defective Goods

We cannot refund open bags of food or treats of any kind unless the product is sold in error by us as damaged, defective or in the case of a food item, spoilt. The customer may need to provide photo evidence of the damaged/defective goods to warrant a replacement. We suggest that you discuss a return with us before sending it, please email us at admin@thepawstore.co.nz

Manufacturer Warranties

In the event that your pet does not like the new food or treat you have purchased for them, or perhaps it causes them to have an upset stomach, certain food manufacturers provide a 100% money back guarantee for these situations. The price of these products will happily be refunded to you or you have the option of purchasing another brand of food or a different treat. It is however, up to you to organise and pay for the shipping costs associated with sending back the unused portion of food or treat. Our food manufacturers require this to allow us to get the credit from them.

The Returns/Refunds Process

Contact us at admin@thepawstore.co.nz to discuss the details of the return or refund that you require. We will assess each situation on a case by case basis. Once a refund/return is approved, we will inform you of this and obtain the necessary details to proceed further. You will be advised with regards to the packaging and shipping of the returned product.

 

  Goods Excluded from Refund/Return

Gift cards are non-refundable.