Refund policy
7-Day Return Policy
We offer a 7-day return policy, starting from the day you receive your item.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it: unworn, unopened, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Initiate a Return
To start a return, contact us at info@pawsclub.co.nz. Returns should be sent to:
3/33 Lichfield Street, Christchurch Central City, CAN, Christchurch 8011, New Zealand.
Return Shipping
Customers are responsible for return shipping costs. We do not provide return shipping labels. Returns sent without prior request will not be accepted.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
Exceptions / Non-returnable Items
Certain items cannot be returned, such as perishable goods, custom products, personal care goods, hazardous materials, flammable liquids, or gases. Sale items and gift cards are final sale and cannot be returned.
Exchanges
For exchanges, return the item and make a separate purchase for the new item once the return is accepted.
European Union 14-Day Cooling Off Period
If your order is shipped to the European Union, you have the right to cancel or return it within 14 days, for any reason. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, along with the receipt or proof of purchase.
Refunds
Once we’ve received and inspected your return, we will notify you of the approval or rejection of your refund. If approved, you’ll be refunded on your original payment method within 10 business days. If more than 15 business days have passed since your return was approved, please contact us at info@pawsclub.co.nz.
For any return questions, please contact us at info@pawsclub.co.nz.