Paw & Partners want to ensure you're completely satisfied when you purchase a product from www.pawandpartners.co.nz. To ensure this, we have constructed the following returns policy below, which is aligned with the relevant rights and retailer obligations set out under the Consumer Guarantees Act 1993.
Product Returns | Faulty Products
You, the consumer are entitled to a refund, replacement (if the product is in stock) or credit when an item purchased fails to meet one of New Zealand's consumer guarantees, as stated in the Consumer Guarantees Act 1993, i.e.
- The product is faulty or poor quality
- Does not match the product description supplied
- Does not follow out its intended purpose
You must supply proof of purchase for all returns, this could be in the form of receipt/tax invoice or bank statement. Paw & Partners are confident in the quality of Hunter products and their other ranges. However, if your product is faulty, please ensure it is sent to us within six months of purchase.
Please note: Paw & Partners will not refund, replace, or credit you on a product if the product has been mistreated or mishandled by yourself, the consumer. For more information on how to care for your product, read our Care & Support policy.
Paw & Partners in good faith will also accept returns of items that are the incorrect size. In this instance, the product needs to:
- Be returned within 7 days of receiving the product
- Be in good condition with all tags (original condition)
- Receipt/tax invoice or bank statement supplied
You must return the product either to us via post or in person at Pet & Vet Milford (location of the showroom). When your item has been received we will either swap it for the same product (smaller/larger size). If the product is not in stock, we will supply you with a credit to use on the Paw & Partners website, so you can select a replacement product from our online store.
Returning a product
Products purchased from the Paw & Partners website can be returned in person at Pet & Vet Milford (location of the showroom) or via post.
If you would like to send your item back, please contact Paw & Partners customer services team at [email protected] and they will assist with the best method of shipping, exchanging your return.
Please ensure you include your name, phone number, the name of the product, and the reason for your return (faulty or incorrect sizing).
Return of purchase - who pays?
If your product is faulty, Paw & Partners will cover any associated costs with a return of delivery as per the New Zealand Consumer Guarantees Act, provided you have returned the product using the correct shipping method (as discussed with the Paw & Partners customer services team). Any return delivery charges will be added to your refund amount once processed. We will also refund the original delivery fee & pay for the delivery fee for the replacement item (if a replacement item is requested or in stock).
For any items that have been purchased due to incorrect sizing, it is the consumer's responsibility to cover all delivery charges. Please ensure you include your receipt or tax invoice when you return the item unless it has already been sent to the customer services team prior.
If your item is uncollected or the courier driver has not been able to deliver, we will not refund your delivery charges.
If you're returning your item, please ensure it is packed securely and that is protected (so it is not damaged in transit). Please ensure you hold onto your shipping information for tracking purposes to ensure the packages arrives safely. Paw & Partners are not liable for any packages damaged or lost during transit.
How long will it take for my refund to be processed?
Please allow 7 business days for the return to be processed after it arrives at our Showroom.
Need to return an item now? Click here to send an email to [email protected]