Return and Refund Policy

Last updated: 26 March 2026

We want you to feel confident shopping with us. This policy explains how change-of-mind returns, faulty or incorrect items, order cancellations, and refunds work for orders placed on our New Zealand store.

1. Your rights under New Zealand consumer law

Nothing in this policy limits any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

Under the CGA, products sold to New Zealand consumers must meet guarantees such as acceptable quality, fitness for purpose, matching description, and arriving in the condition agreed. If those guarantees are not met, you may be entitled to a repair, replacement, refund, or another appropriate remedy depending on the type of problem. The CGA applies to goods sold online to people in New Zealand by businesses trading in New Zealand, including overseas-based online sellers targeting New Zealand consumers.

2. Change-of-mind returns — 30-day store return window

For most products, we offer a 30-day store return window from the date of delivery for change-of-mind returns or exchanges.

To be eligible under this voluntary store policy, the item must generally be:

unused
undamaged
in its original packaging
returned with all accessories included
supported by proof of purchase

This 30-day return window is an additional store policy. It does not replace or limit any rights you may have under New Zealand law.

If you simply change your mind, New Zealand law does not automatically require a retailer to give a refund or exchange unless the store offers that option or a specific law says otherwise.

3. Items not eligible for voluntary change-of-mind return

The following items are generally not eligible for change-of-mind return under our voluntary store policy:

personalised items
made-to-order items
hygiene-sealed goods once unsealed, such as certain grooming items clearly marked on the product page

This section applies only to our voluntary store return policy and does not affect any rights you may have if an item is faulty, unsafe, incorrect, or not as described. New Zealand law prohibits misleading statements about consumer rights, so these exclusions should not be read as limiting CGA remedies.

4. Faulty, damaged, incorrect, or not-as-described items

If your order arrives faulty, damaged, incorrect, unsafe, or not as described, please contact us as soon as reasonably possible at support@fluffypuppypetstore.com with your order number and clear photos or video where available.

We will review the issue and provide a remedy in line with New Zealand law.

Depending on the circumstances, that may include:

a repair
a replacement
a refund
another appropriate remedy required by law

If the problem is one that can be fixed, the retailer can usually choose to repair, replace, or refund. If the problem is serious or cannot be put right within a reasonable time, the customer may be entitled to reject the goods and receive a refund or replacement. New Zealand guidance specifically says a minor fault that can be fixed may be remedied by repair, replacement, or refund at the retailer’s choice.

5. Proof of purchase

To help us process a return, exchange, or consumer guarantee claim, we may ask for proof of purchase, such as your order number, receipt, or confirmation email.

6. Orders marked “delivered” but parcel not received

If tracking shows your parcel as delivered but you cannot locate it, please contact us promptly.

We may ask you to:

check with household members, neighbours, building staff, or any safe place instructions
confirm the delivery address used
share any relevant delivery details

We will assist with a carrier investigation, including review of delivery scans, GPS, or driver notes where available. For some higher-value orders, signature on delivery may be used.

7. Order cancellations and changes

Orders can usually be changed or cancelled within 12 hours of purchase.

If the order has already moved into processing or shipping, changes or cancellations may no longer be possible, but you may still be able to return the item under this policy or rely on your rights under the CGA where applicable.

8. Refund timing and method

For approved change-of-mind returns, we usually process refunds within 5–10 business days after the returned item is received and inspected.

For approved returns relating to a faulty, damaged, incorrect, or non-compliant item, refunds will be processed within a reasonable time after the claim is approved and any necessary return or evidence requirements are completed.

Refunds are issued to the original payment method unless otherwise agreed or required by law. Bank or payment-provider processing times may vary.

9. Return shipping costs

For change-of-mind returns, return shipping costs are paid by the customer unless we state otherwise.

For faulty, damaged, incorrect, or not-as-described items, we will cover reasonable return shipping costs or provide a prepaid return option where a return is required as part of the remedy process.

10. How to start a return

Email support@fluffypuppypetstore.com with:

your order number
the reason for the return
photos or video, if the item is damaged, faulty, or incorrect

We will review the request and provide the correct next steps, including the correct return address where needed. Please do not send items back to the manufacturer unless we specifically instruct you to do so.

11. Chargebacks

If there is a problem with your order, please contact us first. We can often resolve issues more quickly through customer support.

We may dispute chargebacks that we reasonably believe are fraudulent or inaccurate, including by relying on delivery, tracking, and communication records.

Nothing in this policy restricts any rights you may have under applicable law.

12. Contact

Support: support@fluffypuppypetstore.com
Phone: +44 7831 040926