Return Policy

Returns & Service Policy

At Otago Petfoods, we are committed to providing quality products for you and your pets. Our policy complies with the New Zealand Consumer Guarantees Act (CGA) and the Fair Trading Act (FTA).

1. Faulty, Damaged, or Incorrect Goods

If a product is faulty, unfit for purpose, or does not match the description/sample provided, we will meet our obligations under the CGA.

Minor Faults: We may choose to repair the item, replace it, or provide a refund.
Major Faults: You have the right to a full refund, a replacement, or compensation for the reduction in value.
Online Orders: If your item arrives damaged or is the incorrect product, please notify us within 48 hours of delivery. We will cover all return shipping costs for faulty or incorrect items.

2. Perishable Goods (Fresh & frozen pet food & live plants)

Due to the nature of perishable goods, specific conditions apply:

We will refund any perishable product if it has been incorrectly labelled, arrived damaged or the wrong product has been sent. 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.
Storage & Handling: We are not responsible for the spoilage of perishable items due to improper storage once they leave our store (e.g., frozen food left out of the freezer or live plants kept in incorrect light/water conditions).
Change of Mind: For health and safety reasons, we do not offer change-of-mind returns or exchanges on any perishable items, even if unopened.

3. 14-Day "Change of Mind" Policy

We offer an exchange or store credit within 14 days of purchase (in-store) or delivery (online), provided that:

The item is in its original, unopened packaging and is in a resalable condition.
You provide a valid proof of purchase (receipt, tax invoice, or loyalty account record).
Shipping Costs: For online "change of mind" returns, the customer is responsible for the cost of shipping the item back to us. Original shipping fees are non-refundable.
Note: We do not offer cash/card refunds for change-of-mind returns.

4. Hygiene & Safety Exclusions

To protect the health of all animals and prevent the spread of parasites (like fleas) or disease, we cannot accept "change of mind" returns on:

Opened bags of food, treats, or supplements. (Unless covered by a palability guarantee)
Pet bedding, blankets, or clothing that has been used.
Animal health medications or flea/tick treatments.
Any item that shows signs of use or pet hair.

5. Live Animal Terms of Service

The welfare of our animals is paramount. By purchasing a live animal, you agree to the following:

Health at Sale: We guarantee the animal is in good health at the time of sale. Please report any health concerns within 48 hours.
Customer Care: The buyer is responsible for providing the correct habitat, nutrition, and environment. We are not liable for losses caused by "new tank syndrome," incorrect temperature, or neglect.
No Change of Mind: We do not offer refunds if you change your mind or if an existing pet is incompatible with the new arrival.
Fish/Livestock: For certain species, a replacement may be offered within 7 days if the deceased animal is returned and a water sample is provided for testing to rule out environmental causes.

6. Online Order Cancellations

Under the Fair Trading Act, we aim to deliver all goods within the timeframe specified on our website. If a significant delay occurs, we will notify you. You may cancel your order for a full refund if the item has not yet been dispatched