Returns Policy - Pet Essentials New Plymouth

We take pride in the products and items we sell and endeavour to have them delivered to you in perfect condition. Should there be any issue with your delivery please don’t hesitate to contact us as soon as possible. Prior to doing so please have the following information on hand. We will need this to be able to look up your order
• The invoice sent with your goods
• Details of any changes/errors etc

Items for return must have been

• Notified within 24 hours of delivery (for any damages)
• Returned to the store address below within 14 days.

All Returns MUST be returned

• With all original tags and packaging attached.
• In original packaging
• Unused and in a resaleable condition
• Undamaged
• At the customers expense, with no reimbursement for freight, unless the product is deemed faulty, in which case the return freight shall be covered by Pet Essentials New Plymouth.
• If it is a change of colour/size etc please phone as soon as possible so we can ensure stock availability.

Items not able to be returned are

• Clearance Items
• Change of mind Items
• Frozen/Meat /Perishable Items
• Personalised Items - eg engraved Tags (unless there is an error is made by us)

Items returned not meeting the above criteria shall be returned to the customer using the details on the original order and no refund shall be made.
Items returned after the above dates shall be considered at the discretion of pet essentials New Plymouth. Each situation actioned on a case by basis. It may be that instead of a refund a credit note/store credit may be issued.

We recommend returns be sent using tracking systems. Items not received by us (Pet Essentials New Plymouth) shall not be liable for refund.
Pet Essentials New Plymouth reserves the right to deny a refund/withhold a damages fee should the situation arise.
Credits shall be made to the Credit Card/Bank Account given for the original purchase.
Please allow several days for your refund payment to go through. Some transactions may take time to process. Should there be a longer than expected delay please do not hesitate to contact us using the number below.

Should there be an error made on behalf of Pet Essentials New Plymouth then the extra freight costs shall be at no cost to the customer. However a change of product made by the customer shall incur an extra freight cost in line with the Pet Essentials New Plymouth freighting procedures.

To Return an Item

• Complete the "Product Return’ form and place with your returning items
• Carefully package the items, complete with original packaging, tags etc into a suitable package.
• Place the ‘Returns Form’ with the package
• Return to the below address within 14 days of invoice date.

All return Items must be sent to

Pet Essentials
65-67 Molesworth St
New Plymouth 4310
Phone 06-7590190

Updated 16 November 2020