Refund policy

Returns

Returns & Eligibility We have a 30-day return policy, which means you have 30 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: completely unused (no chew marks, hair, or saliva), with original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To initiate a return, please contact us at enquire@thinkypets.store.

  • Approval Required: Items sent back to us without first requesting a return will not be accepted.

  • Return Shipping: Customers are responsible for paying their own return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  • Return Address: ThinkyPets Returns 26 Hobson Street, Suite 15795 Auckland City 1010, New Zealand

Damages, Issues & Faulty Gear

Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately at enquire@thinkypets.store.

Non-Returnable Items

Certain items are not eligible for return, including but not limited to:

  • Perishable goods (e.g., food, treats)

  • Custom or personalized products

  • Personal care items

  • Hazardous materials, flammable liquids, or gases

  • Hygiene & Safety: For the safety of our pack, we cannot accept returns on items that have been used/tested by a pet.

We also do not accept returns on sale items or gift cards.

If you are unsure whether your item qualifies, please contact us before initiating a return.

Exchanges

The fastest way to get a different item is to return your original purchase.
Once your return is approved, you may place a new order separately.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.

Returned items must meet the same eligibility conditions outlined above.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time: within 10 business days

Please note that banks or card providers may take additional time to post the refund.

If more than 15 business days have passed since approval, please contact us at enquire@thinkypets.store.