Refund policy

Returns & Refund Policy

Effective Date: July 2026

At Easy Pet Nutrition, we are committed to supplying premium-quality natural pet food and treats. If there is ever an issue with your order, we will work with you to resolve it as quickly and fairly as possible.

Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable consumer protection legislation.

Change of Mind Returns

If you change your mind about your purchase, we may accept a return provided that:

  • The request is made within 30 days of receiving your order.

  • The product remains unopened.

  • The product is in its original, sealed packaging.

  • The product is in a clean, unused and resalable condition.

  • Proof of purchase is provided.

Once the returned product has been received and inspected, an eligible refund will be processed to your original payment method.

Please note that original shipping charges are non-refundable.

Opened Food & Treat Products

Due to food safety and hygiene requirements, we cannot accept returns or provide refunds for pet food or treats that have been opened, unless the product is faulty, contaminated, damaged, or otherwise fails to meet the guarantees provided under New Zealand consumer law.

This includes situations where:

  • Your pet does not enjoy the product.

  • Your pet refuses to eat the product.

  • The product was purchased incorrectly.

We recommend introducing new treats gradually, particularly for pets with sensitive stomachs.

Faulty, Damaged or Incorrect Products

If your order arrives:

  • Damaged during transit;

  • Contaminated;

  • Incorrect;

  • Defective;

  • Missing items; or

  • Not as described,

please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the product, packaging and any damage.

Depending on the circumstances, we may provide:

  • A replacement product;

  • A full refund;

  • A partial refund where appropriate; or

  • Another remedy available under the Consumer Guarantees Act.

Incorrect Orders

If we accidentally send the wrong product or incorrect quantity, we will rectify the mistake as quickly as possible at no additional cost to you.

Where a return is required, Easy Pet Nutrition will provide instructions and cover the reasonable return shipping costs.

Return Shipping

Where the customer changes their mind

The customer is responsible for all return shipping costs.

Where the product is faulty or our error

Easy Pet Nutrition will cover all reasonable return shipping costs where the product is faulty, damaged, or supplied incorrectly.

Refund Processing

Approved refunds are generally processed within 3–5 business days after the returned product has been received and inspected.

Processing times for funds appearing in your account may vary depending on your payment provider.

Non-Returnable Items

Unless required by law, we cannot accept returns for:

  • Opened pet food or treats;

  • Products damaged through misuse or improper storage;

  • Clearance or final sale items (unless faulty);

  • Gift cards or promotional vouchers.

Contact Us

If you have any questions regarding a return or refund, please contact our customer support team before sending any products back.

Please include your order number and a detailed description of the issue so we can assist you as quickly as possible.

Thank you for choosing Easy Pet Nutrition.
We appreciate your support and are committed to providing premium-quality natural nutrition for your pets.