Return and Refund Policy

This policy is updated on 23 Jul 2025

At Hairy Tales NZ, your pet’s wellbeing is at the heart of everything we do. If something’s not right with your order, we’re here to help. Please read our policy carefully to understand your rights and responsibilities when purchasing from us—whether online, in-store, or wholesale.

 Online & Retail Customers

Change of Mind

We do not offer refunds, exchanges, or replacements for change of mind. Please choose carefully before purchasing.

 Faulty, Damaged or Incorrect Items

If you receive a product that is:

·      Faulty or expired on arrival

·      Damaged in transit

·      Incorrect (not what you ordered)

Please notify us within 30 days of purchase. We will arrange one of the following, depending on the situation:

·      A replacement

·      A full refund

·      Or a store credit

To speed up the process, please include a photo of the issue and your order number when you contact us.

Return Shipping

If the return is due to our error or a product fault, we will cover return shipping.

If the return does not meet the above conditions, we reserve the right to decline it.

 In-Store Purchases

Please return the product to our physical store with proof of purchase within 30 days. If the item is faulty, expired, or incorrect, we’ll assess the issue and arrange a refund, replacement, or credit, as appropriate under the Consumer Guarantees Act 1993.

Wholesale Customers

If you're a wholesale partner and receive:

·      Damaged or expired goods

·      Incorrect stock

·      Or product complaints due to a fault

Please contact us within 30 days of delivery. After assessment, we may offer a credit note, replacement, or refund.
 Returns for change of mind are not accepted for wholesale orders.

How to Request a Return or Refund

Please contact us via:
hairytalesnz@gmail.com
+64 027 024 74919
19 Horndon Street, Darfield, Canterbury Plains 7571, New Zealand

Your Rights

This policy is in accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and does not limit your rights under New Zealand law.

Hairy Tales NZ reserves the right to amend or update this Return and Refund Policy at any time without prior notice. Any changes will be published on our website and will apply from the date of posting.