At Honest Pet Collective™, our team is dedicated to providing your beloved furry companion with the utmost care.

We are committed to delivering top-notch service and products. However, if you are dissatisfied with our offerings, please contact us promptly so we can address any concerns.

Important:

Always store Honest Pet Collective™ Pet Food in a cool and dry environment to ensure freshness and quality.

In the sporadic case where damage comes about due to your pet, unfortunately, we will not provide returns or refunds in this case. This is not the product’s fault, but how it was used, which caused the damage.

Marpen Trade LTD offers a return policy in line with the Consumer Guarantees Act.

It is not our policy to provide a refund for ‘change-of-mind’, including if you change your mind or decide to require the item no longer. If a customer wishes to return a product due to a change of mind regarding their purchase, there is no legal requirement for a return to be accepted or a refund or a credit to be issued. We advise customers to select carefully. Feel free to contact us if you have any questions.

If your product is faulty, 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, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@honestpetcollective.co.nz. Please note that returns must be sent to the following address: 3A Henry Rose Place, Albany, Auckland 0632, New Zealand.

Items sent back to us must first request a return to be accepted.

Return shipping will be paid at the customer’s expense, and they will be required to arrange their shipping.

Marpen Trade LTD (Honest) will refund the value of the goods returned but will not refund the value of any shipping paid.

You can always contact us for any return questions at info@honestpetcollective.co.nz

Damages and issues:

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.

Wear & Tear:

In the rare situation where an order has been damaged by a pet or a customer’s appliance (e.g. washing machine), we are unfortunately unable to offer any return or refund in these situations, unless related to a defect.

Exceptions / non-returnable items:

Certain types of items cannot be returned, like perishable goods.

To be eligible for a return, your item must not have been touched by or used on your pet and in the same condition that you received it. To avoid doubt, if you’re planning on returning an Honest Pet Collective™ product, it cannot be/or have been touched by your pet at all.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Priority Shipping:

If you purchased priority dispatch at checkout, please note that this shipping charge isn’t refundable.

Return Shipping Costs:

The customer covers Any return shipping costs and will not be reimbursed unless by special arrangement. We recommend tracking the item; if it does not arrive or is lost on the way back to us, a refund will be void (as it has never been received). If we are charged for your return, this cost will be deducted from your refund.

Resends:

If your parcel is returned to us, and a re-send is required (due to an incorrect address or an issue caused by the customer end), we will charge a re-send fee to cover another postage label to your address and any admin fees.

Refunds:

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded using your original payment method within ten business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please get in touch with us at info@honestpetcollective.co.nz