Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt / order number proof of purchase.
To start a return, you can contact us at info@thorncombepetsupplies.co.nz If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@thorncombepetsupplies.co.nz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges / Change of Mind
We do offer returns due to change of mind / wrong size purchased, we simply charge / refund the difference in price and additional shipping. If you have a change of mind before we have shipped your item it will gladly be exchanged!
Change of Mind fee
We have a 20% change of mind fee if you choose to cancel your order for change of mind purposes.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded by way of store credit.
Product / Brand Specific Guarantee's
West Paw one time replacement guarantee within 45 days of purchase. (This guarantee is per household per toy design not purchase)
Toys are covered for: damage, or if your require a different size.