Refund policy

Refund & Returns Policy

Last updated: November 2026

Thank you for shopping with Pets Unfiltered. We take great pride in our pre-made pet card designs and want you to be highly satisfied with your purchase. Because we sell pre-made stationery items, our return options are structured as follows in accordance with New Zealand consumer law.

1. Change of Mind Returns
Please choose your items carefully before completing your checkout. We do not offer refunds, returns, or exchanges if you change your mind, buy the wrong item by mistake, or no longer need the products.
Once an order is submitted and processed, the sale is final. We highly recommend reviewing your shopping cart details thoroughly before making your final payment. This does not affect your rights under the Consumer Guarantees Act 1993 (see below).

2. Damaged, Faulty, Incorrect or Undelivered Items
While we package our cards with care, we understand that issues can occasionally happen during transit or fulfilment.
If your order arrives and is faulty, physically damaged, missing items, or does not match the description on our website, you are fully protected under the New Zealand Consumer Guarantees Act 1993 (CGA). In these circumstances, we will happily provide a remedy (a replacement card or a full refund).
If your order doesn't arrive, please see Section 8 of our Shipping & Delivery Policy for the timeframes, then email us and we'll process a refund or send you a replacement.

3. How to Request a Replacement or Refund
If you receive a faulty or damaged order, please follow these steps ideally within 7 days of delivery:

  1. Email us directly at hello@petsunfiltered.co.nz.
  2. Include your Order Number in the email subject line.
  3. Provide a brief description of the issue.
  4. If your order is damaged or faulty, attach clear photos showing the damage or fault, including the packaging.

Once we review and verify the issue, we will arrange an appropriate remedy as soon as reasonably practicable. If a full refund is approved, it will be automatically processed back to your original payment method. Please note it can take a few business days for your bank or credit card company to clear and post the refund.

4. Return Shipping for Faulty Goods
If we require you to physically return a damaged or faulty item to us, we will cover the return shipping costs in accordance with our legal obligations under the CGA. We will provide you with a pre-paid shipping label or reimburse your postage costs. Please do not mail items back to us without contacting us first.

Contact Us
If you have any questions regarding your order, shipping issues, or our return process, please reach out to us: