Refunds & Returns

Last updated 2 September 2026. This policy sets out your rights as a consumer buying from us in New Zealand.

Your consumer guarantees come first

Every item we sell comes with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Goods must be of acceptable quality, fit for the purpose we said they were for, and match their description.

If something has a major failure, you choose: a refund or a replacement. You can also ask to be compensated for any other reasonably foreseeable loss or damage. If the failure is minor, we may repair the item instead, within a reasonable time.

Nothing on this page, and nothing anywhere else on this site, takes those guarantees away.

Changing your mind: our own 15 day window

New Zealand law does not give an automatic cooling off period on an online order, so this part is our promise rather than a statutory right.

You have 15 days from your purchase to return an item you have simply changed your mind about, or that turned out to be the wrong size or no longer needed. The item has to come back unused and in its original packaging, with your order confirmation or receipt, and the return postage is yours. We do not charge a cancellation fee or a handling fee.

It is still worth asking before you order if you are unsure whether something fits. Email us the measurement of the animal or the space you have and we will tell you straight, because a return you avoid is easier than a return you have to make.

Cancelling before dispatch

Any order can be cancelled before it leaves us, at no charge. Most orders ship within 24 hours, so email us as soon as you can and we will tell you where yours has got to.

Faulty, damaged or incorrect items

This part applies to everything we sell and nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you, return postage included. That is your consumer guarantee under the Consumer Guarantees Act 1993, not a concession.

If a parcel arrives damaged, email us your order number with a photograph of the packaging and the item. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

If your order does not arrive

Tell us and we will chase the courier and either resend the order or refund it. Delivery is our responsibility until the goods reach you.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right place and is credited to your order.

We process refunds within 24 to 48 hours of receiving the returned goods. Your bank or PayPal usually takes a few more working days to show the money back.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. You can also take an unresolved complaint to the Commerce Commission or to the Disputes Tribunal in your state or territory. Your consumer guarantees are not affected by anything on this page.