Refund policy

We want every order from Pet Trunk to arrive exactly as expected. If something is not right, we are here to help.

At Pet Trunk, we want you to shop with confidence. If you are not fully satisfied with your purchase, you may request a return in accordance with the policy below.

1. Order Cancellation

Before shipment

Orders may be cancelled for a full refund at any time before they have been shipped.

After processing but before shipment

If your order has already been processed, packed, or prepared for dispatch, we may deduct a small handling or interception fee from your refund to cover costs already incurred.

After shipment

Once an order has been shipped, it cannot be cancelled. If you no longer want the item, you may request a return after delivery, subject to the conditions in this policy.

2. 30-Day Returns

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must:

be unused and in the same condition you received it
be in its original packaging
include all accessories, manuals, and parts
be accompanied by proof of purchase, such as your order confirmation or receipt

To start a return, please contact us at sales@pawswholesale.co.nz.

Returns must be approved before being sent back. Items returned without prior approval will not be accepted.

Return address:
15 Elsie Street, Halswell, Christchurch 8025, New Zealand

If your return is approved, we will provide instructions on how and where to send your package. If you request a prepaid return shipping label from us, the cost of that label may be deducted from your refund where the return is not due to a product fault or error on our part.

3. Return Shipping Costs

Change-of-mind returns

If you are returning an item because you changed your mind, you are responsible for the return shipping cost.

Faulty, damaged, or incorrect items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible. Where appropriate, we will work with you to provide a suitable remedy, which may include a replacement, repair, or refund.

4. Damages, Faults, and Incorrect Orders

Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, or not what you ordered, contact us immediately at sales@pawswholesale.co.nz so we can assess the issue and make it right.

We may ask for photos, a description of the issue, and your order number to help us process your claim efficiently.

5. Non-Returnable Items

For hygiene, safety, and product integrity reasons, some items cannot be returned unless they are faulty. These may include:

pet food, treats, supplements, and other perishable goods
cat litter
opened or used filters, deodorising products, desiccants, refills, waste bags, or similar consumables
opened grooming or personal care products
used litter mats, pet brushes, toys, bedding, or other items that have been used by a pet
customised, personalised, or special-order items
gift cards
clearance or final sale items, unless required by law

If you are unsure whether your item is eligible for return, please contact us before sending it back.

6. Condition of Returned Items

Returned products must be clean and in acceptable condition before being sent back.

If a returned item is received in an excessively dirty, unhygienic, or pet-soiled condition, we reserve the right to:

decline the return, or
deduct a reasonable cleaning or handling fee from the refund

7. Exchanges

We do not offer direct exchanges.

The fastest way to get the item you want is to return the original item once approved and place a new order separately.

8. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow 7–10 business days for us to process the refund after the returned item has been received and inspected. Your bank or credit card provider may take additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at sales@pawswholesale.co.nz.

9. Purchases from Third-Party Retailers

If you purchased your item from a third-party retailer, marketplace, or stockist, please contact them directly for returns, exchanges, or refunds. Their own return policy will apply.

10. Incorrect or Incomplete Delivery Address

If an order is returned to us because the delivery address provided was incomplete, incorrect, or undeliverable, any original shipping charges and any return-to-sender costs may be deducted from the refund.