This Return Policy was last updated on 13 May 2025
The team are here to help you with product returns, please see below the details relevant to your type of return.
If you find that the product just isn't right - possibly you made a mistake when purchasing, you've changed your mind or the fit isn't right for your fur-baby you have up to 30 days to return the Product. With cases like this you'll need to pay the courier cost of returning the Product to:
North Island Customers:
Petdirect
32E Patiki Road
Avondale, 1026
Auckland
Auckland Local Residents – you may return in person to our store:
33-35 Barry’s Pt Road
Takapuna
Auckland
South Island Customers:
Petdirect
11 Innovation Road
Islington
Christchurch 8042
Christchurch Local Residents -If you would like to drop off direct to the Christchurch Warehouse please call us on 0800 200 240 to book in an appointment.
Please ensure the returning product is in unused condition, not expired and in the original packaging with tags still attached and don't forget to include your order number and contact details. All returns are assessed before a Credit or refund is approved or declined and the team will update you regarding the outcome.
There are no refunds on delivery charges unless the item is a fault of Petdirect and you are eligible for a refund. If your product is damaged in transit, we will replace the item and ship it at no additional cost.
Subject to its obligations at law, where applicable, Petdirect may (at its discretion) elect to provide a refund or a Credit for returned product.
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 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.
Prescription Medication:
Due to MPI regulations we are unable to accept prescription medications back for returns or refunds once they have been dispatched to you.
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 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.