Return Policy

Home Delivery Returns Policy

Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 because we want you (and importantly, your pets!) to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

  • Faulty Product
  • Unpalatable Product
  • Mispack/Incorrect Product
  • Pricing Issue
  • Issue with Delivery
  • Home Delivery’s Rights

Faulty Product

Home Delivery endeavours to supply a high-quality, nutritious product for New Zealand carnivores. Where a faulty product is supplied (for example if it contains a foreign object, if it does not fit the product description, if contamination causes animal illness) please contact Home Delivery with a complaint about this product within 28 days of delivery. A full refund or product replacement can be issued.

  • In order to fully investigate a particular product’s process of production we require full product details including the name of the product, as well as the Best Before Date and/or Packed On Date located on the packaging. Without these details any investigation will be limited.
  • In some instances we will request to have the product returned and/or photos supplied in order to assist with investigations.

Instances where a refund/replacement for faulty product is not available:
  • Vomiting and diarrhea can occur in animals where the diet is changed too quickly. Therefore vomiting and/or diarrhoea does not necessarily indicate a product fault – instances of animal illness will be investigated and resolved on a case-by-case basis.
  • If Home Delivery is not contacted with a complaint within 28 days of delivery of a faulty product, Home Delivery is not obliged to refund/replace this product.

Unpalatable Product

Home Delivery endeavours to supply a high-quality, palatable product for New Zealand carnivores with the understanding that not all animals enjoy the same products. Home Delivery is not obliged to refund/replace unfaulty product that animals simply do not wish to eat.

Mispack/Incorrect Product

Home Delivery product is sent to customers via a third party freight depot. In the instance that a product is packed in incorrect packaging, or if an incorrect product is delivered, Home Delivery will organise a product replacement or refund when contacted within 28 days of product delivery.

Pricing Issues

If a product is charged at a higher price than stated on the advertised pricing a credit will be applied. Please contact Home Delivery within 28 days of product delivery to discuss the issue.

Issue with Delivery

Home Delivery uses third-party freight companies for deliveries around the country. If a product is mishandled at time of delivery resulting in faulty product please contact Home Delivery within 28 days of delivery for a full refund or product replacement. If a product is not delivered at the time scheduled by Home Delivery, please contact Home Delivery within 7 days of the scheduled delivery date to discuss and resolve the matter. Issues will be dealt with on an individual case-by-case basis.

For all other feedback on delivery procedures please feel welcome to speak to one of our team members so that it can be passed on to the freight company. You can email us on or call us on 0800 PET FOOD (0800 738 366).

Home Delivery’s Rights

Home Delivery reserves the right to assess the condition and age of goods in question prior to providing a replacement or refund. This may result in a replacement or refund being refused.