Return and Refund Policy

Return and Refund Policy

Please choose carefully as we do not refund if you change your mind, or items as not you thought. We are happy to exchange items within 7 days of purchase, providing goods are in their original condition including packaging. If the goods are faulty we will meet our obligations under the Consumers Guarantee Act.

When returning a product to us, please ensure you have a copy of your receipt, as this is your proof your purchase.

  • If you would like to return an item for exchange or if faulty, please email Pet Stop Customer Service Team [email protected]
  • Advise us that you will be returning the item to us and your reason why
  • The returned, undamaged item must be in its original packaging and 100% intact before a credit note is issued
  • The item must be returned with 7 days for a credit note to be issued. This policy is strictly enforced
  • We honour the Consumers Guarantee Act regarding faulty products and refunds



Freight charges paid at the time of purchase and goods are returned at the customer’s expense. However, Pet Stop will pay for the return freights costs of any item that we have sent to you in error or is faulty.

If you have purchased something and wish to return for exchange due to wrong sizing or colour etc, then it is up to you to organise and pay the freighting and freight costs associated with sending it back to us.

Items purchased from our clearance section are not valid for exchange or refund

We ask that the item has not been used or expired and is in the same condition that you received it and is in its original packaging.

There are no refunds/exchanges on open bags of food (see below for warranty) or treats of any kind or for items that have clearly been used.


Manufacturer Warranties

Sometimes your cat or dog just does not like the new food that you have bought for them. This could be for any number of reasons, it may cause a tummy upset or they may just not like it.

The majority of the food wholesalers that we work in with offer a 100% money back guarantee in these situations. However, you will need to contact us, before sending the food back so that we can confirm that the food that you have bought does have this warranty.


Common Exclusions

K9 Natural

Ziwipeak entire range


Credits for Returned Food

If your food falls into the covered warranty, we will happily exchange the food & try another brand. However, it is your responsibility to arrange freight and pay for any freight costs associated with getting the portion of the unused food back to Pet Central.

We need this so that we are able to get the credit for the food back from our supplier. This offer is valid for 14 days from date of receipt. This will give you enough time to evaluate the food on your cat or dog.

Please contact us directly with any issues that you may have so that we have the opportunity to get it right for you. Our aim is for happy customers and happy pets.


Processing of Returns

Once the returned item has been received back at our store in Penrose, Auckland, in the condition that we have asked for, we will process the return/exchange note.


Cancellation Policy

Please choose carefully. After your orders have been confirmed, we do not accept cancellation. We do not refund because you change your mind. However, we are happy to exchange items within 7 days of purchase.  Please see our Return and Refund Policy.


Back to Top