The team are here to help you with product returns, please see below the details relevant to your type of return.
Pet Direct Returns Policy:
If you find that the product just isn't right - possibly you made a mistake when ordering, you've changed your mind or the fit isn't right for your furbaby 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
South Island Customers:
PetDirect
11 Innovation Road
Islington
Christchurch 8042
Local Residents Only -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 Pet Direct 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.
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 furbaby 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 Pet Direct is faulty, we are committed to meeting our obligations under the Consumer Guarantees Act (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, match the sample or demonstration model, and be of acceptable condition when received by you;
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, Pet Direct 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 Pet Direct 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 endeavor 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.