Hassle Free Exchanges / Returns
We hope your active canine is howling with joy over their new gear. However, if you or your pooch are unhappy for any reason, there is no problem to return the item/s to us within 14 days as long as it hasn't been used, is clean & free of dog hair, and is in re-sellable condition.
There should have been a Return/Exchange Form included with your shipment - just fill this out and include it with your return. We can then either exchange the item as per your request or refund the cost of the goods.
For items returned after 14 days, credit may be issued for the purchase price at our discretion.
For exchanges within New Zealand there is a redelivery charge of $5NZD.
For exchanges to Australia there is a redelivery charge of $10AUD.
- Just like with human gear, we cannot accept back items that have been used, washed or damaged...also please make sure it is free of dog hair. Either they will be returned to you or, if we can clean them, there will be a 20% restocking fee charged. Items missing packaging may be subject to 10% fee.
- Exchanges are for like-for-like products. Items returned and requesting a different product (e.g., return boots for a coat) will be considered a new order and may incur our regular postage charge. If there is a differing cost, we will credit / charge the difference to your credit card.
- Items like new but missing packaging will be subject to a 10% fee.
We recommend sending the items back via Recorded Delivery Service or asking the post office for Proof of Posting as we cannot be held responsible for goods that do not reach us or are damaged during delivery. Please ensure goods are packed safely.
Refunds will be processed within 3 working days of receiving them back – please also allow time for the bank to process the transaction.
With the exception of faulty goods, we cannot refund delivery or return postage costs, insurance and direct costs (this does not affect your statutory rights). We cannot exchange or refund goods that have been used, washed or damaged.
For Warranty items, please click here. Please note, for health & safety reasons, any warranty items MUST be received clean. Unclean items will be returned to sender.
