Refund policy

Returns & Refunds Policy

Off Leash Pet Supply Co

Last updated: 22/12/25

At Off Leash Pet Supply Co, we stand behind the quality of our products and aim to ensure our customers are satisfied with their purchase. Please read the following policy carefully before placing an order.

Change of Mind

We do not offer returns or refunds for change of mind, including but not limited to:

Incorrect size selected
No longer wanted
Ordered by mistake

Please choose carefully before completing your purchase.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, you may be entitled to a repair, replacement, or refund in accordance with the Consumer Guarantees Act (NZ) or Australian Consumer Law.

To be eligible, you must:

Contact us within 7 days of receiving your order
Provide your order number
Include clear photos or videos showing the issue

Once assessed, we will advise the appropriate resolution.

What We Will Do

Depending on the situation, we may:

Replace the item
Refund the purchase price
Offer an alternative solution where appropriate

If a return is required due to a fault or error on our part, we will cover the reasonable return shipping costs.

Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns on:

Used items
Items damaged due to misuse or normal wear and tear
Items returned without prior approval

Returns Process

Email us at sales@offleash.co.nz with your order number and issue details
Our team will review your request and provide instructions
Do not return any items without written approval, as they may be refused

Refund Processing

Approved refunds will be issued back to the original payment method.

Please allow:

3–5 business days for processing after approval
Additional time for your bank or payment provider to reflect the refund

Shipping Costs

Original shipping costs are non-refundable, unless the item is faulty or incorrect
We are not responsible for delays or losses caused by courier services