Refund policy

Return and Refund Policy

Last updated: 4 June 2026 (NZT)

PETKIT New Zealand is committed to providing a reliable shopping experience. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions below.

This policy applies to purchases made directly from petkit.co.nz. If you purchased your product from another retailer, please contact the original place of purchase first.

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

1. Order Cancellation

  1. Before Shipment

    • You may request to cancel your order any time before it has been shipped.
    • If the order has not yet been dispatched, we will cancel the order and issue a full refund.

  2. Order Processed, But Not Yet Shipped

    • If your order is already being packed or prepared for dispatch, we will do our best to intercept it before shipment.
    • If any unrecoverable payment processing, warehouse, or order interception costs have already been incurred, these may be deducted from the refund where applicable.

  3. After Shipment

    • Once your order has been shipped, it can no longer be cancelled.
    • If you still wish to return the product after delivery, please follow the return process below.
    • Your refund will be processed after we have received and inspected the returned item.

2. 30-Day Return Policy

You may request a return within 30 days of receiving your order.

  • If the return is due to a product quality issue, fault, or incorrect item supplied, PETKIT New Zealand will cover the reasonable return shipping cost.
  • If the return is for change of mind or another non-quality-related reason, the customer is responsible for the return shipping cost.
  • If you request a prepaid return label from us for a non-quality-related return, the cost of the label may be deducted from your refund.

3. Return Requirements

To be eligible for a return, the item must meet the following requirements:

  • The return request must be made within 30 days of receiving the order.
  • The item must include its original packaging, manuals, parts, cables, and accessories.
  • The item must not be damaged due to misuse, improper cleaning, unauthorised repair, or accidental damage.
  • Products that have been used with pets must be thoroughly cleaned before being returned.
  • If an item is returned in an unclean condition, a cleaning fee may be deducted from the refund. For larger products, this fee may be up to NZD $50.
  • PETKIT New Zealand reserves the right to decline returns that do not meet these requirements, unless the return is required under New Zealand consumer law.

4. Non-Returnable Items

For hygiene, safety, and product integrity reasons, the following items cannot be returned or refunded for change-of-mind reasons:

  • Cat litter or other consumable litter products.
  • Opened purifying liquids, deodorising products, desiccants, filters, waste bags, or other consumables.
  • Used litter mats, pet brushes, grooming tools, toys, or other hygiene-related accessories.
  • Items that are missing original parts, accessories, or packaging.
  • Items damaged due to misuse, incorrect installation, improper cleaning, or unauthorised modification.

This does not affect your rights if the product is faulty or does not meet the guarantees required under New Zealand consumer law.

5. Faulty or Damaged Products

If your product arrives damaged, faulty, or does not work as expected, please contact us as soon as possible at support@petkit.co.nz.

To help us assess the issue quickly, please include:

  • Your order number.
  • A brief description of the issue.
  • Photos or a short video showing the problem, where possible.
  • The product serial number, if applicable.

Depending on the situation, we may offer troubleshooting support, replacement parts, repair, replacement, or refund in accordance with New Zealand consumer law.

6. Return Process

To request a return, please contact us before sending any item back.

  • Email us at support@petkit.co.nz with your order number and reason for return.
  • Our support team will review your request and provide return instructions if the return is approved.
  • Please do not send products back without contacting us first, as this may delay the return or refund process.
  • Returned items should be packed securely to avoid damage during transit.

7. Refunds

  • Once your returned item has been received and inspected, we will notify you of the refund outcome.
  • Approved refunds will be processed back to the original payment method.
  • Please allow several business days for the refund to appear, depending on your bank or payment provider.
  • Original shipping fees are generally non-refundable for change-of-mind returns.
  • If the return is due to a confirmed product quality issue, fault, or incorrect item supplied, reasonable shipping costs will be refunded or covered by us.

8. Exchanges and Replacement Parts

Where suitable, we may offer an exchange, replacement unit, or replacement part instead of a refund. This may be a faster option for issues involving accessories, detachable parts, or minor product faults.

Our team will discuss the available options with you after reviewing the issue.

9. Contact & Support

For return, refund, warranty, or product support enquiries, please contact us at:
Email: support@petkit.co.nz