Refund Policy

Last updated: 4 Oct 2026

We want your pet to actually like what you bought. If something isn't right, here's exactly what happens. In short: you have 30 days from delivery to return anything you don't want, there's no restocking fee, faulty or incorrect items are sorted at no cost to you, and refunds go back to your original payment method within 3 to 5 business days of approval.

Return policy at a glance

Yes, we accept returns for defective and non-defective products.

Return window	30 days from the date your order is delivered
Condition required	Unused, in original condition, with all packaging, tags and accessories
Restocking fee	None
Return shipping	Free for faulty, damaged or incorrect items. You pay the return postage for change-of-mind returns.
Return method	By post, to the New Zealand return address we email you once your return is approved
Refund method	Original payment method
Refund timeframe	Processed within 3 to 5 business days of approval; your bank or card provider then takes 3 to 10 business days to show it
Applies to	Every product sold on pawharbour.com, including sale and discounted items

Your rights under New Zealand law

Everything we sell is covered by the Consumer Guarantees Act 1993. If a product is faulty, not fit for purpose, or doesn't match its description, you're entitled to a repair, replacement or refund, and that right isn't limited by any time window in this policy. Nothing here takes away from, or replaces, your rights under the Consumer Guarantees Act or the Fair Trading Act. Our 30-day change-of-mind return is offered on top of those rights, because we'd rather you shop with confidence.

If you change your mind

You have 30 days from delivery to return an item you simply don't want, ordered in the wrong size, or picked by mistake.

To qualify, the item must be:

unused and in its original condition,
returned with all packaging, tags and accessories intact, and
posted back within 30 days of the delivery date.

Anything a pet has already worn, chewed, slept on or eaten can't come back. See what can't be returned below.

Restocking fee: none.

Return postage: you cover it. We'll email you a New Zealand return address once your return is approved. Please use a tracked service, because the parcel is your responsibility until it reaches us and we can't refund an item that never arrives.

What you get back: the full price you paid for the item. Our standard shipping is free, so there's no shipping charge to deduct.

Faulty, damaged or incorrect items

If your item arrives damaged, defective, or isn't what you ordered, that's on us and you pay nothing. Email us photos, and we'll arrange a replacement or a full refund, your choice. In most cases we won't ask you to post it back. If we do need the item returned, we'll cover the return postage or send you a prepaid label.

Please tell us as soon as you spot the problem. If an item develops a fault within 30 days of delivery, we'll replace it or refund it in full. If a fault shows up later than that, you're still protected by the Consumer Guarantees Act, so email us anyway and we'll put it right.

A toy that fell apart on day one because it was badly made is a fault, not wear and tear. If you're unsure which it is, email our customer service team and we'll get you sorted.

Return shipping costs

Scenario	Who pays return postage	Original shipping
Item is faulty, damaged in transit, or not what you ordered	Paw Harbour (in most cases no return is needed)	Free, nothing to refund
Change of mind, wrong size, or no longer wanted	You, via a tracked service of your choice	Free, nothing to refund
Parcel confirmed lost or destroyed at the border	Nothing to return	Full refund or free replacement

What can't be returned

For hygiene and safety reasons, we can't accept change-of-mind returns on:

Treats, food, chews and supplements, once opened
Grooming tools that have been used on an animal, such as brushes, clippers and nail trimmers
Collars, harnesses, leads and apparel that have been worn outside or show hair, dirt or scent
Bedding, blankets and beds that have been used
Litter trays, toilet and waste products, once used
Toys that have been chewed or slobbered on
Personalised items, such as engraved collars or tags, unless there's a mistake on our part

None of this applies if the item is faulty. Faulty items are always covered, used or not.

Sale and discounted items

Items bought on sale, with a discount code, or as part of a promotion can be returned under exactly the same terms as full-price items. The refund is the amount you actually paid.

How to start a return

Email our customer service team at info@pawharbour.com with your order number, what's wrong, and photos if it's a fault or damage.
Wait for our reply. We respond within 1 to 2 business days with either a resolution or, if we need the item back, a return address and instructions. Please don't post anything back before you hear from us, since unauthorised returns can go missing.
Pack and send, if we've asked you to. Use the original packaging, include all tags and accessories, and send it with a tracked service so we can both see where it is. Keep your tracking receipt until your refund lands.

Refunds

When a refund is approved. Either straight from your photos, or once we've received and inspected a returned item. Inspection happens within 2 business days of the parcel reaching us.

How quickly we process it. Within 3 to 5 business days of approval. We'll email you confirmation the moment we've released it.

Where it goes. Back to the original payment method you used at checkout. We don't refund to a different card, account or store credit unless you ask for store credit instead. Your bank or card provider then takes its own time to post the money, usually 3 to 10 business days. We can't speed that part up.

How much. The full amount you paid for the item, including GST. Because our shipping is free, there's no shipping charge to deduct.

Partial refunds. If a change-of-mind return arrives used, damaged, or missing packaging, tags or accessories, we'll email you before doing anything. Depending on the condition, we may offer a partial refund or send the item back to you at your cost. We'll never reduce a refund for a fault that's our responsibility.

Haven't received your refund? First check your bank or card statement again, then contact your card provider, since posting times vary. If it's been more than 10 business days since our confirmation email and there's still nothing, email us with your order number and we'll chase it with our payment provider.

Exchanges

Yes, we accept exchanges.

We'll happily exchange an item, but be aware that an exchange means a fresh order shipping from overseas, so you're looking at the full 12 to 20 business day delivery window again. If you need the right item sooner, the faster route is usually a refund plus a new order placed straight away. Email us and we'll tell you honestly which will get it to you quicker.

Exchanges for a different size or colour follow the same 30-day window and condition requirements as change-of-mind returns. If the exchange is because we sent the wrong thing, or the item is faulty, it's free.

Orders that never arrive

If your order hasn't turned up within the expected window, don't return-request it. Instead, email us with your order number and we'll chase the carrier. Full details are in our Shipping Policy. A parcel confirmed lost, or held and destroyed by Biosecurity New Zealand at the border, gets a full refund or a free replacement, your call. There's no cost to you.

Cancelling an order

Email our customer service team within 24 hours of ordering, with your order number, and we'll cancel and refund in full to your original payment method.

After 24 hours your order has usually gone to our supplier and we can't guarantee we'll catch it. Once it's dispatched, it can't be cancelled, but you can still return it under this policy once it arrives.

Changes to this policy

We may update this policy from time to time, with the revised date shown above. The version in place when you placed your order is the one that applies to that order. Changes never affect your rights under the Consumer Guarantees Act.