We want you to be completely satisfied with every item that you purchase from puppyparadise.co.nz. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle-free as possible!

Our returns policy has been designed to comply with the relevant consumer rights and retailer obligations as set out under New Zealand Consumer Law.

When to return a product?

You are entitled to a refund, replacement, or credit from puppyparadise.co.nz when an item purchased fails to meet one of the consumers guarantees as per the New Zealand Consumer Law, i.e., the product:

• Is faulty or of unacceptable quality
• Does not match the description or sample
• Is unfit for the intended purpose (i.e., does not do what it is meant to do)
• Is not delivered in a reasonable time frame

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g., the palatability guarantee on super-premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, or online purchase transaction history.

Puppy Paradise will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

• Be returned within 28 days of purchase
• Be in a re-saleable condition (original condition)

Items purchased from our online store can be returned via post to our Online Warehouse. If you would like to post the item back to our Online Warehouse, please contact our Puppy Paradise Online customer service team to assist with organising the best method of shipping for your return or exchange, on puppyparadisenz@gmail.com.

Please include your name, phone number, the name of the product in question and your reason for return (e.g., faulty item, change of mind etc).

Who pays for the return of my purchase?

puppyparadise.co.nz will provide you with a return courier ticket for products that fail to meet the Consumer Guarantees as per the New Zealand Consumer Law due to fault, or if we have incorrectly sent you the wrong product. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind’ returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference). The products must be in the same condition you received it in and is in the original box/has tags still attached. If it fails to meet these conditions, then we will not process a refund or credit.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. Puppy Paradise cannot be responsible for any items damaged or lost during return transit.

How long will my refund take?

Please allow 7 business days for the return to be processed after your item arrives at our Online Warehouse.