Refund policy

Return, Exchange & Refund Policy

At OKIEEPET, we want every order to arrive exactly as expected. If something isn't right, we're here to help.

As many of our products come into direct contact with pets, we maintain strict hygiene standards to ensure every customer receives products that are clean, safe, and in excellent condition.

Please read our policy below before placing your order.


Change of Mind

We kindly ask that you choose carefully before placing your order, as we generally do not accept returns, exchanges, or cancellations for change-of-mind purchases.

Where a change-of-mind request is approved at our discretion, the following conditions apply:

  • The item must be unused, unopened, and in its original packaging.
  • All accessories, tags, manuals, and original packaging must be included.
  • The product must be in a resaleable condition.
  • Return requests must be made before the item has been used.

Approved change-of-mind returns are subject to:

  • A 15% restocking & administration fee
  • Return shipping and transport costs (including any reshipping costs) are the customer's responsibility.
  • Refunds will only be processed after the returned item has been received and inspected.

Unless otherwise required under New Zealand consumer law, approved refunds for change-of-mind purchases will be issued as Store Credit.


Hygiene & Safety

To protect the health and safety of every pet, the following items cannot be returned or exchanged unless they are faulty or supplied incorrectly:

  • Products that have been used, assembled, washed, or tried by a pet
  • Items that have come into contact with pet saliva, fur, skin, urine, or other bodily fluids
  • Products showing signs of use, including pet hair, stains, odours, scratches, or damage
  • Personalised or customised products
  • Gift Cards
  • Complimentary gifts
  • Clearance or Final Sale items

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 5 days of receiving your order.

Please email okieepet@gmail.com with:

  • Your order number
  • A brief description of the issue
  • Clear photos and/or videos of the product
  • Photos of the packaging (if applicable)

Our team will review your request within 1–3 business days.

Where applicable under the Consumer Guarantees Act 1993, we will provide an appropriate remedy, which may include a repair, replacement, or refund.

If your claim is approved, OKIEEPET will arrange and cover the return freight.


How to Request a Return

  1. Contact our Customer Support team before returning any item.
  2. Provide your order number together with supporting photos or videos.
  3. Wait for written approval from our team.
  4. Once approved, we'll provide return instructions or arrange freight collection where required.
  5. After inspection, we'll process your replacement, refund, or Store Credit as applicable.

Please do not send any items back without prior approval, as unauthorised returns cannot be accepted.


Return Shipping

For approved change-of-mind returns:

  • Customers are responsible for all return shipping costs.
  • Original shipping charges are non-refundable.
  • Additional freight charges may apply if an exchange or redelivery is requested.

For approved faulty or incorrect items, OKIEEPET will cover all reasonable return freight costs.


Pre-Order Policy

Our pre-order service allows you to reserve popular products before they arrive in our New Zealand warehouse.

By placing a pre-order, you acknowledge and agree to the following terms.


Payment

Full payment is required at checkout to reserve your item.

Estimated arrival dates displayed on our website are provided as a guide only and may change due to supplier production schedules, international shipping, customs clearance, or other circumstances beyond our control.


Cancellation

Pre-orders are reserved specifically for each customer, and preparations begin shortly after your order is placed.

If you choose to cancel your pre-order before it has been dispatched, a 5% cancellation fee will be deducted from your refund.

This fee helps cover non-refundable payment processing charges and administrative costs already incurred in processing your order.

The remaining balance will be refunded to your original payment method.

Once your pre-order has been dispatched, it will be treated as a standard order and our Return, Exchange & Refund Policy will apply.


Shipping

If your order contains both in-stock and pre-order items, your order may be shipped together once all items become available unless otherwise stated.


Delays

While we work closely with our suppliers to meet all estimated arrival dates, occasional delays can occur due to manufacturing, freight, customs, or other events outside our control.

Should this happen, we'll keep you informed and provide updates as they become available.


Contact Us

If you have any questions regarding returns, exchanges, refunds, or pre-orders, we're always happy to help.

Email: okieepet@gmail.com

Our Customer Support team aims to respond within 1–3 business days.