Cancellation policy

Last updated: 6 June 2026

Some items in our store may be offered as a subscription, a pre-order, or a try-before-you-buy purchase. This policy explains how these purchase options can be changed or cancelled.

1. Subscriptions

When you purchase a subscription, you will receive repeat deliveries based on the subscription duration and frequency you select at checkout.

Your payment details will be stored securely, and you will be charged for each delivery unless you choose to pay in advance.

Some subscriptions may automatically renew at the end of their selected duration. If you do not want your subscription to renew, you can cancel it before the next renewal or billing date.

You can cancel or change your subscription at any time through the link provided in your order confirmation or subscription emails, where available. You may also contact us at sales@pawswholesale.co.nz for assistance.

Please note that if a subscription order has already been processed, packed, or shipped, we may not be able to cancel that specific order. In that case, you may request a return after delivery in accordance with our Return & Refund Policy.

2. Pre-orders

When you purchase a pre-order item, you are buying a product that is currently out of stock, not yet available, or scheduled for future release.

Depending on the product and checkout setup, we may collect full payment, partial payment, or no payment at the time the pre-order is placed. If only partial payment or no payment is collected upfront, your payment method may be stored securely and charged at a later date when the order is ready to be fulfilled.

You may request to cancel a pre-order before it has been fulfilled or dispatched.

Once a pre-order has been fulfilled or shipped, it can no longer be cancelled. However, you may request a return after delivery in accordance with our Return & Refund Policy.

Estimated arrival or dispatch dates for pre-order items are estimates only and may change due to supplier delays, shipping delays, customs processing, or other circumstances outside our reasonable control.

3. Try Before You Buy

When you purchase a try-before-you-buy item, your payment method may be authorised before the order is fulfilled.

You will have a set trial period to decide whether you would like to keep the item. The trial period and any applicable conditions will be shown at checkout or in the product details where available.

If you decide to keep the item, or if the item is not returned within the required trial period, your payment method will be charged for the full amount.

Items returned under a try-before-you-buy arrangement must be returned in accordance with the conditions provided at the time of purchase and our Return & Refund Policy.

4. Returns and Refunds

Returns, refunds, non-returnable items, and return shipping costs are handled in accordance with our Return & Refund Policy.

Please note that some items may not be eligible for return due to hygiene, safety, product integrity, or final sale reasons unless they are faulty or required by law.