PETPRO

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Refund and Returns Policy

Effective Date: September 4, 2026

This Refund and Returns Policy applies to all purchases made through the official website of PETPRO LIMITED, accessible at www.petpronz.com. We specialize in designing and manufacturing reliable, daily-use pet accessories ranging from grooming tools, collars, interactive toys, feeding supplies to travel-friendly gear, all crafted with non-toxic, pet-safe materials that are gentle for sensitive pets. This policy outlines clear, consistent rules for all return and refund requests submitted by our valued customer community, which includes over 100,000 trusted pet parents worldwide. By completing a purchase on our platform, you fully acknowledge and agree to the terms laid out in this policy. Our top priority is ensuring every pet parent receives pet gear that meets their expectations, while protecting the operational fairness for both our business and all shoppers that use our e-commerce platform. It is explicitly stated here that ‌we do not support any “refund only” request without the return of qualifying physical products‌, this non-negotiable rule applies to the vast majority of purchase scenarios, with only extremely limited legally required exceptions noted later in this document.

1. Basic Eligibility Rules for Returns

All return requests submitted to PETPRO LIMITED must meet all the following basic eligibility requirements to be processed successfully:

  • Your return request must be submitted within 30 calendar days from the date you received your full order, counting from the delivery confirmation timestamp provided by our shipping logistics partners.
  • The product you intend to return must be ‌100% unopened, unused, unwashed, undamaged, and kept in its original factory sealed packaging with all labels, tags, and protective wrapping fully intact‌. Any used pet accessories, including grooming gloves that have come into contact with pet fur, chewed toys, grooming brushes that have been used, or products with visible traces of pet contact, will not be eligible for return for hygiene and safety reasons for all our customers and their pets.
  • Customized, personalized products made with special engraving, custom sizing or custom print details that are not part of our standard public product inventory are not eligible for return, unless the items arrive with confirmed manufacturing defects that we verify during our inspection process.
  • Any promotional free gifts or bonus items that came with your order must be returned together with the main product you are requesting to return. If these free items are missing or damaged, we will deduct the corresponding fair market value of these items from your total refund amount.

We strictly do not entertain any requests for “refund only” where you choose to keep the purchased merchandise while asking for a full or partial cash refund from us. This policy is in place to maintain fair pricing for all our pet parent customers, prevent fraudulent refund claims that erode our ability to keep our pet-safe accessories affordable, and ensure the safety of our product supply chain for all users.

2. Explicit Exclusion of Refund-Only Requests

As clearly stated earlier, under no normal circumstances will we approve a full or partial refund without the return of the corresponding physical product, no matter what reason is put forward for the request. We process zero refund-only requests for cases including but not limited to:

  • You claim the product does not match your personal preference, does not suit your pet’s specific habits, or you simply changed your mind after receiving the order, but refuse to ship the item back to our designated return address.
  • You claim you did not need the item anymore after unboxing and using it for a period of time, and ask for a partial refund while keeping the merchandise.
  • You claim the product has minor scratches or appearance flaws that do not impact normal use, but ask to keep the product and get a monetary discount or refund instead of returning the item for a full exchange or refund.
  • You claim to have damaged the product due to personal misuse, improper operation, or not following the product use instructions, but ask for a refund without returning the damaged goods.

The only limited exception to this non-refund-only rule applies to scenarios where you can provide verifiable proof that your ordered product was permanently lost by our shipping carrier during transit and never successfully delivered to you, after we complete a full official investigation and confirmation with the logistics team. Even in this scenario, we will first offer you the option of a free re-shipment of the exact same product, and only process a full refund to your original payment method if you explicitly decline the re-shipment offer.

3. Step-by-Step Return Process

To submit a valid return request that complies with our policy, please follow the steps below:

  1. First, send a return request email to our dedicated support team at xyrvok@petpronz.com, with your order number, full name, shipping address you used for the order, and 2-3 clear photos of the unopened, intact product you wish to return attached. Our team will review your eligibility within 2 business days, and send you a formal confirmation of your approved return, along with our designated local New Zealand return address and a unique return authorization number.
  2. Print out the return authorization number we send you, and clearly write the number on the outside of your return shipping package. Ship the package back to our designated return address using a traceable, trackable courier service of your choice. You will be responsible for covering the cost of the return shipping fee, unless the reason for the return is a confirmed manufacturing defect on our side, or we made a mistake in shipping the wrong product to you. We strongly recommend you keep the shipping tracking receipt we provide until your return is fully processed, to avoid package loss disputes.
  3. Once our warehouse team receives your returned package, we will conduct a full 3-step inspection of the returned product: check if the packaging is intact, confirm no signs of use, and verify the return authorization number matches our system records. This inspection process will be completed within 3 to 5 business days after we sign for the package.
  4. If your returned product passes all our inspection checks, we will notify you via email, and process the corresponding refund amount back to your original payment method you used to place the order. The funds will normally appear in your account within 5 to 10 business days, depending on the processing speed of your card issuing bank or payment platform.

4. Exchange Processing for Defective or Wrong Items

If you receive a product that has confirmed manufacturing defects, or if we mistakenly shipped the wrong item that does not match what you ordered, you are eligible to request a free exchange instead of a refund:

  • After you submit photos that clearly show the product defect or the incorrect item you received, our team will verify the issue within 2 business days, and arrange for a pre-paid return shipping label to be sent to you at no extra cost.
  • Once we receive the returned defective or wrong item at our warehouse, we will ship out the correct, brand new replacement product to your address as fast as possible, with free standard shipping covered fully by PETPRO LIMITED.

5. Contact Information

If you have any questions, concerns, or need clarification on any clause of this Refund and Returns Policy, you can reach our support team through the following contact methods:

  • Email: xyrvok@petpronz.com
  • Phone: +64 9 888 9290
  • Postal Address: PETPRO LIMITED, 11 Botha Road, Penrose, Auckland 1061, New Zealand