Returns & Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return and return your products. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at lauren@pawpalz.co.nz. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lauren@pawpalz.co.nz.

Returns

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items that require a return due to damage or faultiness will have free shipping paid for on behalf of Paw Palz. 

Returns made due to change of mind will need shipping to be paid for by the customer and will only be considered for store credit refunds, which will only be generated when we have received the products and reviewed that they are still in acceptable, unused quality. 

 

Refunds will not be provided for products that are damaged by user or pet error. Although our products are made with the highest quality material, they are designed purely for pet safety and not designed for chewing.  

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, gift cards or used products.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded for the product price on your original payment method or the product price in store credit, depending on your case. Please remember it can take some time for your bank or credit card company to process and post the refund too.