Returns & Refund Policy

Returns

Eligibility for Returns
- You must contact us within 30 days of receiving your order to arrange a return.
- Returned products must be unused, in original packaging, and in the same condition you received them.
- Due to health and safety reasons, we cannot accept returns on any food items, treats, or consumable products once they have been opened or if the seal is broken.
How to Return a Product
- If you are unsatisfied with a product you ordered, please email us at support@petsavenue.co.nz within 30 days of receiving your order to arrange a return. Your email should include the reason for the return.
- Customers are responsible for covering the return shipping costs unless the return is due to our error (e.g., defective product, incorrect item sent).
Damaged or Defective Products
- In the unfortunate event that you receive an item that appears to be damaged, simply contact us, and our helpful customer service team will assist you further.
- If you receive a defective or incorrect product, please contact our Customer Care Team at support@petsavenue.co.nz immediately. We will work with you to resolve the issue and provide a replacement or refund.

Processing of Refunds
- Refunds will be processed within 5 business days of us receiving the returned product.
- Refunds will be credited to the original payment method used.
Conditions for Refunds
- Returned products must meet the eligibility criteria mentioned above.
- Once we receive and inspect the returned item(s), we will process your refund within 5 business days. The refund will be credited back to the original payment method used for the purchase.

Policy on Exchanges
- We do not offer direct exchanges. If you wish to exchange a product, please return it for a refund and place a new order for the desired item.

For any questions or concerns about returns, refunds, or exchanges, please contact us at support@petsavenue.co.nz. Our Customer Care Team is here to assist you.