This Return Policy was last updated on 27 Jun 2025
Our team is here to help with product returns. Please see below for details relevant to your type of return.
If you’ve changed your mind about a recent purchase, you have up to 30 days to return the unopened product. You’ll need to cover the courier cost of sending the item back to:
North Island Customers:
Petdirect
40 Jomac Place
Avondale
Auckland 1026
South Island Customers:
Petdirect
11 Innovation Road
Islington
Christchurch 8042
Please ensure the returned product is unused, in resellable condition, not expired, and in its original packaging with all tags attached.
Be sure to include your order number and contact details with your return.
All returns are assessed before a credit or refund is approved, and our team will update you once a decision has been made.
Delivery charges are non-refundable unless the issue is a result of a Petdirect error. If your product is damaged in transit, we’ll replace it and ship the replacement at no additional cost.
Subject to it's obligations at law, where applicable, Petdirect may (at its discretion) elect to provide a refund or a Credit for the returned product.
In-person Returns (Auckland only & Christchurch only):
Auckland local residents:
Petdirect Takapuna
33-35 Barry’s Pt Road
Takapuna
Auckland 0622
Petdirect Mt Roskill
6 Carr Road
Mount Roskill
Auckland 1042
Petdirect Mt Wellington
Shop 4/20/54 Mount Wellington Highway
Mount Wellington
Auckland 1060
Christchurch local residents:
Tower Junction Mega Centre
Shop 5a/Whiteleigh Avenue
Addington
Christchurch 8011
Incorrect Order Received:
If we've made a mistake and sent you something in error, we will of course, take care of the logistics and associated cost - please let the team know as soon as you receive an incorrect delivery.
Palatability:
We are incredibly lucky to have generous suppliers who have agreed to palatability guarantees across our dry & wet food brands within 30 days of purchase.
Should your fur-baby not agree with their food for any reason including:
- Gastro upsets
- Health changes
- Vet advice
Please get in touch with us as soon as possible. For streamlining purposes, please have photos of the following:
- Batch/expiry date
- Food inside the bag
- Photo of the front/back of the bag
- Your order number
Then submit a request here.
If you are having trouble integrating new foods into their diet, please get in touch for advice in regards to feeding and transitioning.
Faulty Product
In the event that a product you purchased from Petdirect is faulty, we are committed to meeting our obligations under the Consumer Guarantees Act 1993 (CGA).
The legislation outlines the guarantees and rights of both the seller and consumer for products sold.
Under the CGA, products sold by us must be safe, of acceptable quality, fit for the purpose they have been purchased for, match the description given, and match the sample or demonstration model;
The CGA guarantees are in addition to any other warranty offer(s) provided by the manufacturer, or insurance provider (if applicable); and
The CGA does not apply where the product has been misused, broken, or improperly operated.
Minor Fault:
Should the fault be deemed minor and can be repaired within a reasonable period of time, Petdirect will either repair or replace the product with an identical product. If we cannot repair the product in a reasonable period of time or source a replacement, then Petdirect will provide a full refund.
Major Fault:
Should the product not be able to be repaired (multiple failures) you may either choose a replacement of an identical product or a full refund.
For any of the above queries, feel free to get in touch with our team. We will endeavour to do our best to help you find a solution.
- Submitting a request here
- Call us on 0800 200 240
- Live chat
Please note, that any warranties are immediately voided if you try to self-repair an item or take pieces apart for yourself.