Refund policy

Returns & Refund Policy

At Pettsure, we want you to be happy with your purchase. Please read our returns and refunds policy below.

30-Day Change-of-Mind Returns

We offer a 30-day change-of-mind return period. This means you may request an eligible return within 30 days of receiving your order.

To qualify for a change-of-mind return, the item must:

Be unused and in the same condition in which you received it
Include its original packaging, tags and accessories where applicable
Include proof of purchase or your Pettsure order number

To request a return, please contact us at support@pettsure.com before sending anything back.

Please include your order number and the reason for your return.

Do not send your product back to the address shown on the original shipping parcel. Once your return has been approved, we will provide you with the correct return instructions and, where required, an approved return address.

Items returned without prior approval may not be accepted.

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed by Pettsure. Original shipping charges are generally non-refundable for change-of-mind returns.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your product arrives damaged, faulty, defective, missing components, or you receive the wrong product, please contact us as soon as possible at support@pettsure.com.

Please provide:

Your order number
A description of the problem
Clear photos or video showing the issue where applicable
A photo of the shipping label if requested

We will assess the issue and provide an appropriate remedy, which may include a replacement, refund or other solution depending on the circumstances.

Where applicable consumer law requires us to cover reasonable return costs for a faulty, damaged or incorrectly supplied product, Pettsure will do so.

Your rights relating to faulty or non-conforming products are not limited by our 30-day change-of-mind return period.

Non-Returnable Items

For change-of-mind returns, certain products may not be eligible for return, including:

Personalised or custom-made products
Perishable goods
Personal care or hygiene products where the packaging has been opened
Gift cards
Products specifically identified as non-returnable before purchase

Sale or discounted items are eligible for our 30-day change-of-mind return policy unless the product is clearly identified as “Final Sale” before purchase. This does not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.

However, this does not affect any rights you may have if a sale or discounted product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.

Please contact us if you're unsure whether your item is eligible for return.

Exchanges

If you would like a different product, colour or size, please contact us first.

In most cases, the easiest way to exchange an eligible item is to complete the approved return process and place a new order for the replacement item.

Return Shipping

Please do not return any product until you have contacted Pettsure and received return instructions.

Because some Pettsure products may be fulfilled from different locations, the correct return location can vary depending on the product and order.

Sending an item to an unauthorised address may delay or prevent your return from being processed.

For approved change-of-mind returns, return shipping costs are generally the customer's responsibility.

For faulty, damaged, incorrect or otherwise legally non-compliant products, Pettsure will provide a remedy and cover reasonable return costs where required by applicable consumer law.

Refunds

Once an authorised return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Pettsure will normally process an approved refund within 5 business days. After we issue the refund, your bank, credit card provider or payment provider may take additional time to display the funds in your account.

If more than 10 business days have passed since Pettsure confirmed that your refund was processed, please contact us at support@pettsure.com.

New Zealand Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies available to customers under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

Australian Consumer Rights

For customers in Australia, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement. For other failures, you may be entitled to a repair, replacement or other remedy as required by Australian Consumer Law.

Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights or remedies available to you under applicable Australian consumer law.