At PETNESTCARE, operated by PET SUPPLIES LIMITED, we are committed to maintaining a professional and transparent shopping experience. Our refund and return procedures are governed by the laws of New Zealand and the consumer protection regulations of the European Union.
- Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with the European Consumer Rights Directive, customers residing within the European Union have the right to withdraw from their purchase within 14 days of receiving the physical goods, without the requirement to provide a justification.
Notification: To exercise this right, you must inform us via a clear email statement at contact@petnestcare.com.
Return Conditions: Items must be returned in their original, unused condition and in their original packaging.
For hygiene reasons, pet cleaning tools must be returned in their original packaging. Items showing signs of use by an animal will not be accepted for return.
Return Shipping: The direct cost of returning the goods to our facility in New Zealand is the responsibility of the customer. We recommend using a tracked courier service to ensure the safe arrival of your return.
Please retain your proof of postage; we are not liable for returned items lost in transit prior to reaching our facility.
- Damaged or Non-Conforming Items
We prioritize the integrity of every cleaning tool shipped. If you receive a damaged item or an item that does not match the order description:
Notification: Please contact us via email within 14 days of receipt.
Evidence: You are required to provide clear photographic evidence of the damage or defect.
Resolution: Upon verification of the evidence by our support team, we will process a full refund or arrange for a complimentary replacement. In these specific instances, you are not required to return the damaged item to us.
- Transit and Delivery Issues
We utilise priority courier services, including DHL, FedEx, and UPS, with an estimated delivery window of 7 to 12 business days.
Delayed Shipments: If your order exceeds the standard transit window, please contact our support team. We will initiate a formal investigation with the carrier to determine the status of the parcel.
Resolution: Based on the results of the investigation, we will exercise our professional discretion to issue a full reimbursement or provide a replacement dispatch.
- Processing of Refunds
For approved Right of Withdrawal requests, we will reimburse the full purchase price of the items. Original shipping fees are non-refundable unless the item is verified as damaged or non-conforming. This includes:
Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay.
Timeline: Please allow up to 10 business days for the reimbursement to reflect in your account, depending on your financial institution’s processing times.
- Return Address
All authorised returns must be sent to our registered operational facility at the following address:
CLEAVER PARTNERS LIMITED, Level 1, 26 Crummer Road, Grey Lynn, Auckland, 1021, New Zealand
- Contact Information
For any inquiries regarding your order, returns, or refunds, please reach out to our official channels:
Email: contact@petnestcare.com
Telephone: +64 800797473
Company Registration: 8175482 (NZBN: 9429049201550)
