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K9 Cuisine Returns & Refund Policy

Last updated: 19 October 2026

Applies to purchases from K9 Cuisine at k9cuisine.co.nz.

We offer 30-day change-of-mind returns on eligible unused, unopened non-perishable goods. Frozen, chilled and other perishable pet foods are excluded from change-of-mind returns. Your rights under the New Zealand Consumer Guarantees Act (CGA) apply to all products, including perishable foods.

1. Change-of-mind returns for non-perishable items

You may request a return within 30 calendar days of receiving or collecting eligible non-perishable goods, including accessories and shelf-stable products.

Items must be unused, complete, in their original packaging and suitable for resale. Packaged items must be unopened, and any original seal on shelf-stable pet food or treats must be intact. Please provide proof of purchase.

Contact K9@nrpfe.co.nz before sending anything back. We will confirm return instructions.

You are responsible for the cost and safe transport of change-of-mind returns. Original delivery charges are not refunded unless required by law. There is no restocking fee.

After receiving and checking the returned item, we will refund the eligible item price to your original payment method, normally within 5–10 business days of approval. Your bank or payment provider may require additional processing time.

2. Frozen and perishable goods

We do not accept change-of-mind returns of raw, frozen, chilled or other perishable pet food, or products requiring temperature-controlled handling.

This includes food your pet simply does not like when it is otherwise as described and of acceptable quality. We recommend purchasing a smaller quantity when introducing new food.

This exclusion does not apply to faulty, damaged, unsafe, incorrect or misdescribed goods where a remedy is required under the CGA.

3. Faulty, damaged, incorrect or misdescribed products

Contact K9@nrpfe.co.nz as soon as reasonably possible if an item is faulty, damaged, unsafe, incorrect or does not match its description.

For food-quality or delivery-condition concerns, prompt notification—ideally within five days—helps us investigate. Five days is not a limit on your legal rights.

Please provide your order details and, where available, photographs, product name, quantity, batch number or packing date. We may request further information or an appropriate inspection.

Do not return perishable food unless we specifically ask you to.

We will assess the issue and provide the remedy required under the CGA. Depending on the circumstances, this may include repair, replacement or refund. Where required by law, we will cover reasonable return costs for faulty goods. These rights are not restricted to 30 days.

4. Courier delivery and temperature-sensitive shipments

Where K9 Cuisine arranges delivery, we remain responsible for meeting our legal delivery obligations.

If your order is missing, damaged, significantly thawed or otherwise arrives in an unacceptable condition, contact us promptly with your order details and photographs where possible. We will investigate and provide any remedy required by law.

Customers must provide the correct address, follow reasonable delivery instructions and promptly store properly delivered frozen goods as instructed.

We are not responsible for deterioration caused solely by improper storage or handling after proper delivery, subject always to customers’ statutory rights.

5. Optional courier insurance

For eligible non-rural North Island courier deliveries, customers may choose the optional $5 courier insurance offered at checkout.

This additional commercial cover provides a one-time replacement delivery or refund for qualifying parcels lost, significantly damaged or thawed in transit, or delayed by more than 48 hours from the courier’s collection at our depot, in accordance with the courier cover terms.

This optional cover does not apply to rural, inter-island or international deliveries.

Purchasing courier insurance is not required to receive rights or remedies under the CGA. Your statutory rights still apply without it.

6. Order cancellations

Contact K9@nrpfe.co.nz as early as possible to request an order cancellation or change. We will confirm whether the order can be stopped before preparation or dispatch.

Any applicable change-of-mind cancellation fee will be limited to a lawful, reasonable amount disclosed before you commit to the charge.

After dispatch, change-of-mind cancellation may no longer be possible. Nothing in this section limits remedies required by law.

7. Contact and refunds

K9 Cuisine
Email: K9@nrpfe.co.nz

Approved refunds will normally use your original payment method. For cash or bank-transfer payments, we will contact you to arrange the refund.

Nothing in this policy excludes, restricts or modifies any consumer guarantee or remedy that cannot lawfully be excluded under New Zealand law.