Returns and refunds

PetPro Limited (part of MML Consumer Products Limited) sells pet supplies in New Zealand. This policy sits alongside your legal rights and never limits them.

Your rights under the Consumer Guarantees Act

Our products come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. Goods must be of acceptable quality, fit for purpose and match their description. If a product fails a guarantee, you may be entitled to a repair, replacement or refund, and to compensation for other reasonably foreseeable loss. Everything below is in addition to those rights.

Change of mind

Changed your mind? You can return most items within 30 days of receiving them if they are unopened, unused and resaleable. Food and treats can be returned only if unopened. For hygiene reasons we cannot take back opened cat litter, dog pants or other items worn or used by a pet. This is a courtesy, extra to your legal rights.

Faulty, damaged or wrong items

If an item is faulty, damaged or not what you ordered, tell us and we will repair, replace or refund it, as the law provides. Goods we arrange to deliver are our responsibility until they reach you, so damage in transit is our problem, not yours. Please report it within 7 days with photos of the item and packaging so we can resolve it quickly. Reporting later does not remove your legal rights.

How to return an item

Email [email protected] first with your order number, what is wrong or why you are returning it, and photos if relevant. Our team will give you the return address. Please do not send items back without contacting us.

Who pays return freight

Faulty items, transit damage and our mistakes: we pay return freight. Change of mind: you pay.

Refunds

Refunds go to your original payment method within 10 working days of us receiving the return. For items we ask you not to send back, within 10 working days of us accepting your claim.

Contact us

[email protected], 09 589 1161, 0800 436 449. 110 Carlton Gore Road, Newmarket, Auckland 1023.