Christmas Hours : We are only closed 25th & 26th December and 1st & 2nd January - MERRY CHRISTMAS TO ALL OUR FURRY AND NOT SO FURRY CUSTOMERS!
Regular Products
Our Business is committed to providing quality products to our customers. We are happy to accept returns if for any reason you are not completely satisfied with any product you have purchased online, provided the purchase was made within the last 30 days, the product is unopened and in original condition and the product is eligible for return.
If you have changed your mind about a product, you may be eligible for an exchange or store credit note. However, the return of your product to us is at your own cost. Please contact us to discuss your options.
If you would like to exchange your item, please get in contact with us and we will confirm if the alternative item is available or not. If you have ordered the wrong product, contact us and we will see what we can do.
Fresh & Frozen Pet Food
Due to the nature of fresh & frozen products, you cannot return or exchange these products. If your product has been damaged during delivery or the wrong product has been delivered, you will need to contact us ASAP by phone at 0800 RAW4PETS or by email at orders@otagopetfoods.co.nz to discuss what your options are. Do not throw out the packaging or product as photographic evidence may be required for claim purposes.
Damaged, Lost or Defective Products
If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came. Do not sign for the parcel from the courier company. Please contact us by phone or email and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.
You must return to our Business within 10 days any products that are damaged or notify us of any lost or incomplete deliveries so that we can inspect the products or lay claim against the carrier. Failure to do so will result in the claim being declined.
Our Business reserves the right to decide in its sole discretion whether it will accept the return of any products for credit, repair, or replacement. Our Business will not accept the return of any product that has been tampered with, damaged by pets (eg chewed lead) or where the damage has resulted from misuse or incorrect storage by the Customer or where the product is expressly sold on a no-returns basis. Where a returned product is not accepted, it will be returned to the Customer at the Customer’s cost. Receipt by our Business of returned products does not constitute acceptance for any purposes.
Consumer Laws
Where legally obligated, we will meet our obligations under all relevant consumer protection laws and any product that is faulty, damaged, or expired can be returned at any time for a full refund, including the cost of shipping.
Where a product is eligible for a refund, we will endeavor to refund you within 10 working days.