Refund policy

Last updated: 18 Sep 2026

We want your pet to actually like what you bought. If something isn't right, here's exactly what happens.

If you change your mind

You have 30 days from delivery to return an item you simply don't want. This is our own policy, offered because we'd rather you shop with confidence.

To qualify, the item must be unused, in its original condition, and returned with all packaging, tags and accessories intact. Anything a pet has already worn, chewed, slept on or eaten can't come back.

Restocking fee: none.

For change-of-mind returns you pay the return postage, and the original shipping cost isn't refunded — free shipping on the way out still costs us to send. We'll email you a return address once your return is approved. Email the customer service team and we will be on it as soon as possible

Return Costs

Faulty, damaged or incorrect items

You pay nothing if the item is incorrect, damaged in transit, or defective. Email us photos and we'll arrange a replacement or full refund. In most cases we won't ask you to post it back.

Change of mind

You cover the return postage if you ordered the wrong item, the size doesn't fit, or you no longer want it. Original shipping costs aren't refunded.

Return Policy Overview

Return window	30 days from delivery
Condition	Unused, original condition, all packaging, tags and accessories
Easy returns	Our team will guide you through the whole process. You just have to following the steps we provide you.
Restocking fee	None

How to start a return

1. Email us at info@pawharbour.co.nz with your order number, what's wrong, and photos if it's a fault or damage.

2. Wait for our reply. We respond within 1-2 business day 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.

3.Pack and send, if we've asked you to. Original packaging, all tags and accessories, and use a tracked service so we can both see where it is.

Refund Process

Once a refund is approved — either from photos, or after we've received and inspected a returned item — we process it within 2 business days.

Refunds go back to your original payment method. Your bank or card provider then takes their own time to post it, usually 3–10 business days. We can't speed that part up, but we'll send you confirmation the moment we've released it on our end.

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 12–22 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.

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 gets a full refund or a free replacement, your call. There will be no additional cost on your end.

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 — brushes, clippers, 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
Toys that have been chewed or slobbered on

None of this applies if the item is faulty. If a chewed toy fell apart on day one because it was badly made, that's a fault. If your unsure just email our customer service team and we can get your sorted.

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.

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.