Product Returns INformation
We adhere to the New Zealand consumers guarantee act.
You may return any product for refund or exchange if you find it to be faulty. We will accept postage and handling costs for any faulty products. Return of a faulty product must accompany a description of what the fault is. Please contact us via email prior to returning an order to ensure it is deemed faulty and we are able to refund it. If possible quote the order number in the email to speed our reply to you. Please see return/exchange forms at the bottom of this page.
Wheelchairs and the Help Em Up harness have their own specific returns policy for refund or exchange. Please click the buttons below to read their policy, continue reading below for other products.
You may return any product for refund or exchange if you find it to be faulty. We will accept postage and handling costs for any faulty products. Return of a faulty product must accompany a description of what the fault is. Please contact us via email prior to returning an order to ensure it is deemed faulty and we are able to refund it. If possible quote the order number in the email to speed our reply to you. Please see return/exchange forms at the bottom of this page.
Wheelchairs and the Help Em Up harness have their own specific returns policy for refund or exchange. Please click the buttons below to read their policy, continue reading below for other products.
All other products can be exchanged if they are found to be the wrong size. The product must not have been used more than once, solely for the purpose of trying the item on, and must not have been used outside. The product must be unaltered, clean and dry. The product must not show any signs of wear and tear, or have any pet hair on the product. If there is hair on the product, a cleaning fee of $10-$15 will be subtracted from your refund. If the product is not in resaleable condition, we will not be able to exchange it.
Refunds will not be accepted due to the dog not accepting use of the product or the owner changing their mind.
All items being refunded or exchanged must be returned in their original, undamaged packaging. Please contact us prior to returning or exchanging goods so we are aware of your incoming products. Contact must be made by email of your intention to return or exchange the product within 5 working days of receiving the goods. Goods sent back without prior notification may not be accepted for refund. The product must be returned within 10 working days (see return instructions below). In the case of a postal delay, a courier receipt or email with tracking number sent on the day you returned the item is sufficient that it has been sent back to us within accepted time frames.
For items purchased via this website, refunds will be reversed onto the credit card used to make the purchase. This may take up to 5 working days to process. For items purchased via invoice, please provide the bank details on the form below for refund. We will notify you via email as soon as the refund has been processed in our system.
How to return items:
1.Contact us within 5 business days of receiving your order to notify us on the intention to return your item and the reason why. The item must be returned within 10 business days. Business days being considered Monday - Friday excluding public holidays.
2. Complete and return the Product return form for Red Dog Rehabilitation products below either online or manually.
3. Place item back in it's original packaging with receipt or invoice copy. Ensure it is hair, dirt, saliva and damage free.
4. Please contact us for the return address. Please return by courier or economy courier. Returns must at least have a tracking number to trace. If the parcel is valuable, please check the option you choose has insurance in case of damage during transit. We are not responsible for any lost or damaged product while in transit back to us. The product must return to us in it's original and resalable state, excluding faults, in order for us to process a refund or exchange.
5. Refunds will be processed within 10 business days of the product arriving back on site. Please select how you would like your refund processed on the refund form. Note: if you purchased via credit/debit card, it will be refunded to the card you used at purchase.
Refunds will not be accepted due to the dog not accepting use of the product or the owner changing their mind.
All items being refunded or exchanged must be returned in their original, undamaged packaging. Please contact us prior to returning or exchanging goods so we are aware of your incoming products. Contact must be made by email of your intention to return or exchange the product within 5 working days of receiving the goods. Goods sent back without prior notification may not be accepted for refund. The product must be returned within 10 working days (see return instructions below). In the case of a postal delay, a courier receipt or email with tracking number sent on the day you returned the item is sufficient that it has been sent back to us within accepted time frames.
For items purchased via this website, refunds will be reversed onto the credit card used to make the purchase. This may take up to 5 working days to process. For items purchased via invoice, please provide the bank details on the form below for refund. We will notify you via email as soon as the refund has been processed in our system.
How to return items:
1.Contact us within 5 business days of receiving your order to notify us on the intention to return your item and the reason why. The item must be returned within 10 business days. Business days being considered Monday - Friday excluding public holidays.
2. Complete and return the Product return form for Red Dog Rehabilitation products below either online or manually.
3. Place item back in it's original packaging with receipt or invoice copy. Ensure it is hair, dirt, saliva and damage free.
4. Please contact us for the return address. Please return by courier or economy courier. Returns must at least have a tracking number to trace. If the parcel is valuable, please check the option you choose has insurance in case of damage during transit. We are not responsible for any lost or damaged product while in transit back to us. The product must return to us in it's original and resalable state, excluding faults, in order for us to process a refund or exchange.
5. Refunds will be processed within 10 business days of the product arriving back on site. Please select how you would like your refund processed on the refund form. Note: if you purchased via credit/debit card, it will be refunded to the card you used at purchase.
