Refund policy

1. Refund & Returns Policy

Last updated: 5 August 2026

At Paw Vitals, we want you and your pet to be genuinely happy with every purchase. This policy explains your options if something isn't right.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 ("CGA") or the Fair Trading Act 1986. Where those Acts apply, your statutory rights sit alongside — and override — anything stated here.

1.1 Our 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all products purchased directly from Paw Vitals.

If you are not satisfied with your purchase, you may request a return within 30 days of delivery. To be eligible:

The item must be in its original condition and packaging where reasonably possible;
You must provide your order number and proof of purchase;
You must contact us at fgbus26@gmail.com to obtain return authorisation before sending anything back.

Returns sent without prior authorisation may be delayed or refused.

Pet bedding and hygiene items

For health and hygiene reasons, beds, mats, grooming tools and similar items that have been used extensively, soiled, damaged, or heavily contaminated with hair or odour may not be eligible for a full refund. We assess these case by case and will always tell you the outcome before you send an item back.

We understand pets need time to accept a new bed. Light, normal use during a genuine trial period will not disqualify you from this guarantee.

1.2 Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, contact us within 7 days of delivery at fgbus26@gmail.com with:

Your order number;
A clear photo or short video showing the issue;
A brief description of the problem.

Where a product has a fault, you are entitled to a remedy under the CGA. For a minor fault, we may repair, replace or refund at our discretion. For a major fault, you may choose between a replacement or a full refund, and you may also claim compensation for reasonably foreseeable consequential loss.

You will not be charged return shipping for faulty, damaged or incorrect items.

1.3 Change of Mind

If you simply change your mind, we will accept a return within the 30-day window subject to section 1.1. In change-of-mind cases:

Return shipping is at your cost;
The original shipping charge (if one was paid) is not refunded;
We recommend a tracked service, as we cannot process a refund for an item we do not receive.

1.4 Non-Returnable Items

The following cannot be returned unless faulty:

Gift cards;
Items marked "final sale" or "clearance" at the time of purchase;
Consumable or single-use items where the seal has been broken (for example, water fountain filters and waste bags), for hygiene reasons;
Items damaged through misuse, accident, animal destruction, alteration, or failure to follow care instructions.

1.5 How to Start a Return

Email fgbus26@gmail.com with your order number and reason for return.
We will respond within 2 business days with return authorisation and the return address.
Package the item securely and send it to 15 Stapleford Crescent, Auckland 0630, New Zealand.
Email us the tracking number.

1.6 Refund Processing

Once we receive and inspect your return, we will notify you of the outcome within 5 business days.

Approved refunds are issued to your original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the funds.

We do not offer cash refunds or refunds to alternative payment methods.

1.7 Exchanges

We do not process direct exchanges. If you need a different size or product, request a refund under this policy and place a new order.

1.8 Cancellations

If you need to cancel an order, email us immediately. We process orders quickly and can only cancel if the order has not yet been dispatched. Once dispatched, our standard return process applies.

1.9 Late or Missing Refunds

If you have not received an approved refund after 10 business days, first check with your bank or card provider, then contact us at fgbus26@gmail.com and we will investigate.