退款政策

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. 

Pre-orders

1. Lead Time

Pre-order items generally take approximately 2–8 weeks to arrive.

The estimated timeframe may vary depending on supplier availability, production schedules, international and domestic shipping, customs clearance, freight schedules, and other circumstances outside of our control.

Please note that the 2–8 week timeframe is an estimate only and is not a guaranteed delivery date. While we will always do our best to keep you updated, unexpected delays may occasionally occur.

2. Pre-Order Confirmation & Cancellation

By placing a pre-order, you acknowledge and agree that the item is not currently available for immediate dispatch and that you are willing to wait for the product to arrive.

Once your pre-order has been confirmed and processed by Paws Club, it is considered a committed purchase. As pre-order items are specifically reserved or arranged for you, change-of-mind cancellations, refunds, or exchanges are not available once the pre-order has been confirmed.

This does not affect your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws.

3. Product Availability

While we make every effort to fulfil all pre-orders, there may occasionally be circumstances where a supplier is unable to provide the product due to unexpected stock shortages, production issues, product discontinuation, or other unforeseen circumstances.

If Paws Club is unable to fulfil your pre-order, we will contact you and discuss the available options, which may include a refund or an alternative product where appropriate.

4. Orders Containing Pre-Order Items

If your order includes both in-stock items and pre-order items, your order will generally be held and shipped together once all items are available.

If you would prefer to receive your in-stock items first, please contact our team to request a split shipment. Additional shipping charges will apply for separate deliveries.

5. Shipping & Delivery Delays

Once your pre-order arrives at our warehouse and is ready for dispatch, it will be shipped using our standard delivery process.

Please understand that delivery times may be affected by circumstances outside of our reasonable control, including international freight delays, customs clearance, port disruptions, severe weather, courier delays, supplier delays, or other unforeseen events.

If there is a significant change to the expected arrival timeframe, we will do our best to keep you informed.

6. Changes to Pre-Order Details

Once a pre-order has been confirmed, we may not be able to change the product, colour, size, quantity, or delivery details.

Please carefully check your order details before completing your purchase. If you need to request a change, please contact us as soon as possible. We will do our best to assist, but changes cannot be guaranteed once your pre-order has been processed.

7. Damaged, Defective or Incorrect Products

Our Pre-Order Policy does not affect your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws.

If your pre-order arrives damaged, defective, faulty, or is materially different from what you ordered, please contact us as soon as possible so we can assess the issue and provide an appropriate solution in accordance with your rights under New Zealand law.

8. By Placing a Pre-Order

By completing a pre-order with Paws Club, you acknowledge and agree that:

• The product is not currently available for immediate dispatch.
• The estimated arrival timeframe is approximately 2–8 weeks, but may vary.
• The estimated timeframe is not a guaranteed delivery date.
• Delays may occur due to circumstances outside of our reasonable control.
• You are committing to the purchase once the pre-order has been confirmed.
• Change-of-mind cancellations, refunds, or exchanges are not available for confirmed pre-orders, subject to your rights under New Zealand consumer law.
• Orders containing both in-stock and pre-order items will generally be shipped together once all items are available.
• Split shipments can be arranged upon request, with additional shipping charges applicable.

are made to reserve stock specifically for you, so we’re unable to accept cancellations or refunds. We appreciate your understanding!

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. Also, any shipping fees from the original order will be deducted from the refund.

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.