Effective Date: October 3, 2026
This Returns and Refunds Policy is operated by PET SITTERS NELSON LIMITED for our e-commerce website www.nelsonpet.com, where you can find quality pet gear for coastal walks, backyard adventures and snuggly nights with your favourite four-legged companion. This policy clearly defines all terms and conditions governing product returns, exchanges and related transaction adjustments for all purchases made through our platform, with a core, non-negotiable rule that no pure “refund only” requests will be approved under any circumstances. Our full contact details are as follows: contact email hexk@nelsonpet.com, physical address Care of Wendy Mackay, 177 Appleby Highway, Rd 1, Richmond, 7081, contact phone number +64 3 544 4341. You may reach out to our support team at any time if you have questions about the terms outlined below.
1. Eligibility for Return or Exchange
All purchased items from our full collection of pet accessories qualify for a valid return or exchange request only if they meet all the following requirements:
- Your request is submitted within 30 calendar days from the date you successfully receive the order.
- The returned item remains in its original, unused, resellable condition, with all original packaging, tags and protective labels fully intact. Items that show signs of usage, fur stains, damage from improper operation or modification will not be accepted for return processing.
- You provide a valid order number, purchase proof and clear photos or short videos of the product to explain the specific reason for your request.
- You have not submitted a return or exchange request for the same order more than twice.
This policy applies to all products including our latest new arrival pet accessories and our most loved tried-and-true pet gear picks that make every pet’s day so much brighter. Custom engraved or personalized pet items are not eligible for return unless they arrive with confirmed manufacturing defects.
2. Non-Negotiable No “Refund Only” Rule
We explicitly emphasize that we do not support any “refund only” application that does not involve returning the physical purchased product to us. Once you complete a successful order confirmation and we dispatch your item, we will not process any full or partial monetary refund that does not come with the corresponding return of the physical goods. This rule applies to all scenarios including but not limited to: you no longer need the item after placing the order, you selected the wrong product size or SKU, you found the same product at a lower price from other channels, or you have minor subjective preference discrepancies with the product. For any of these cases, we can only arrange for you to return the physical product for a full store credit, an exchange for another item from our full collection of pet accessories, or a different product of equal or higher value (with you covering the price difference for higher value items).
We will only accept returns for physical goods for processing, and we never issue pure monetary refunds without the original purchased item being returned to our Richmond warehouse for full inspection and confirmation.
3. Approved Return Processing Workflow
Once we confirm your return request meets all eligibility requirements, our support team will send you a pre-paid domestic return shipping label and clear return shipping instructions within 2 business days. You will need to pack the item securely, attach the provided label, and drop off the parcel at the designated courier pickup point within 7 calendar days.
After our team receives and fully inspects your returned item to confirm it meets all return eligibility rules, you will be able to select your preferred resolution option:
- Exchange the item for the exact same SKU if you received a defective or damaged product, or swap it for another different pet accessory from our shop.
- Receive 100% of your original order value as store credit that never expires, which you can use for any future purchase across our full range of pet gear.
No cash refunds will be issued, even if you choose not to select any of the above options after your returned item passes our inspection. Store credit can be applied to all products on our site, including all latest arrivals and our customer-favourite classic pet gear picks, with no minimum spend requirement.
4. Exceptions and Special Cases
In very rare scenarios where you receive a completely wrong item that does not match any product you ordered, or the product arrives with severe manufacturing defects that make it completely unusable, we will offer you the choice to either arrange a free replacement to be sent to you immediately without requiring you to return the faulty item, or you can return the faulty item to get full store credit equal to twice your original purchase value as a goodwill compensation. Even in these special scenarios, we still will not process any pure refund only request without product return.
If you have any queries about our policy, please contact our support team anytime via email hexk@nelsonpet.com, phone +64 3 544 4341, or send mail to our address Care of Wendy Mackay, 177 Appleby Highway, Rd 1, Richmond, 7081. We are always happy to help you find the perfect lovely picks your pet will instantly fall in love with.