Refund policy

Return and refund policy

Please choose carefully as under the NZ Consumer Act we do not have to exchange a product if you change your mind.

At Louis and Phoebe Pet Boutique, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return for a store credit or an exchange within 30 days of purchase. We are happy for customers to exchange a product.  To be eligible for a return or exchange, your item must be unused and in the same condition that you received it, with all packaging still in perfect condition. If you want to exchange a product, please contact us first, freight cost for returns will be paid for by the customer, if, you would like us to send a different size of a product we must receive the original product first, the cost will also be paid for by the customer.  We will provide a full refund if the product is deemed faulty. 

We do not refund opened pet food that has been purchased unless there is a defect in the product.  If you have a bag of pet food that you think is not perfect please contact us straight away.

RuffDawg Lifetime Guarantee

RuffDawg offer a lifetime Guarantee with their RuffDawg toys if they are destroyed by your dog.  Providing you have bought the correct size for your dog we offer a replacement toy.  If you are able to come into our store in St Heliers Auckland with the damaged toy we will replace the toy like for like.  If you are outside of Auckland, please email us a picture of the toy with your order and we will be happy to replace it, but unfortunately we cannot pay the freight, you will need to pay the freight for us to send the toy to you.  We will get a price for the freight and contact you with it.
 

Subscriptions

You can cancel or pause your account any time. 

However, It is up to you to cancel your subscription. You must cancel a subscription 72 hours before the due date it is due to go out, other wise you will be charged for the dog food, and it will be sent out. Simply go into your Louis and Phoebe account and pause or cancel your dog food subscription.  We are unable to refund your dog food if you haven't cancelled in advance.

You need to know..

By completing a purchase with us through a subscription, you become a registered account holder. By completing a purchase with us you become a registered account holder. When you complete a purchase with us, you will provide us with personal information such as your name, email address and telephone number. You must ensure that this information is accurate and current. We will handle all personal information we collect in accordance with our Privacy terms below. When you create an account with us, you will select an access email address and a password. You are responsible for keeping this user name and password secure and are responsible for all use and activity carried out under this user name.

 

For more information regarding the NZ Consumer Guarantee Act

https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/refund-replacement-repair