Refund policy

CUSTOMER-CENTRIC 14-DAY RETURN POLICY: We offer a 14-day return policy, which commences from the day you receive your item.

ELIGIBILITY FOR RETURNS: The item for return must be unworn or unused, with tags intact, and in the same condition that you received it. It should be in its original packaging. Additionally, a receipt or proof of purchase is required.

HOW TO INITIATE A RETURN: If you wish to return an item, please contact us at info@pawsclub.co.nz. All returns should be addressed to: 3/33 Lichfield Street, Christchurch Central City, CAN, Christchurch 8011, New Zealand

NOTE ON RETURN SHIPPING: We will cover the return shipping for items that we have sent in error. If you wish to return an item due to change of mind or an incorrect selection, you will need to cover the shipping and associated costs. Please note that we do not provide return shipping labels.

ACCEPTANCE OF RETURNS: Please note that returns should be requested before sending items back. Unsolicited returns will not be accepted.

QUESTIONS ON RETURNS: Should you have any queries on returns, feel free to reach out to us at info@pawsclub.co.nz.

DAMAGES & ISSUES: Upon receipt of your order, please inspect the items. If you find any items to be defective, damaged, or incorrect, contact us immediately for resolution.

NON-RETURNABLE ITEMS: Certain items such as perishable goods (e.g., food), cat litter, pet toys, custom products, pet grooming goods, hazardous materials, flammable liquids, gases, sale items, and gift cards cannot be returned. If you have doubts about any item, please contact us before making a purchase.

EXCHANGES: For a smooth exchange process, we recommend returning the unwanted item and making a separate purchase for the new item once the return is accepted.

EU 14-DAY COOLING OFF PERIOD: For orders shipped to the European Union, customers can cancel or return orders within 14 days for any reason, under the same conditions as our standard return policy.

REFUNDS: Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 10 business days to your original payment method. Please note that it can take additional time for your bank or credit card company to process and post the refund. If more than 14 business days have passed since your return was approved and you haven’t received a refund, please contact us at info@pawsclub.co.nz."