Refund policy

REFUND & EXCHANGE POLICY

We stand behind every piece of gear we sell. If something is not right, we will make it right.

SIZE EXCHANGES
Because our products are worn by your dog, we do not accept returns for change of mind. However, we understand that sizing dogs is tricky — so we offer free size exchanges within 14 days of delivery, provided:

- The item is unworn, unwashed, and free of pet hair
- Original tags and packaging are included
- You contact us within 14 days of delivery

To request a size exchange, email support@pawfectpair.co.nz with your order number and the size you need.

FAULTY OR DAMAGED ITEMS
If your product arrives faulty, damaged, or is not as described, contact us within 14 days of delivery with photos. We will offer a full refund or free replacement, and cover return shipping.

For faults that appear during normal use after 14 days, your rights under the New Zealand Consumer Guarantees Act 1993 still apply. Contact us and we will assess your claim case by case.

NON-RETURNABLE ITEMS
For hygiene reasons, we cannot accept returns on items that have been:
- Worn outdoors or on walks
- Washed
- Chewed, damaged, or altered by your pet

HOW TO START A RETURN
Email support@pawfectpair.co.nz with:
- Your order number
- Reason for return
- Photos (for faulty items)

We will respond within 2 business days with next steps.

REFUND PROCESSING
Approved refunds are processed to your original payment method within 5–10 business days of us receiving the returned item.

QUESTIONS?
Email support@pawfectpair.co.nz — we are here to help.