Returns & Refund Policy

Last updated: August 2026

We want you and your pet to love your Petsyl order. If something isn't right, we're here to help. This policy sits alongside your rights under the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law — nothing here limits those rights.

Our 30-day return window

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, in the same condition you received them, and in their original packaging, unless the item is faulty.

Change-of-mind returns

The item must be unused and in original, resalable condition and packaging.
Return shipping costs are the customer's responsibility.
Original shipping charges (if any) are non-refundable.
We recommend a tracked service — we can't refund items we don't receive back.

Faulty, damaged or incorrect items

If your item arrives faulty or damaged, or you received the wrong product, contact us within 7 days of delivery with your order number and clear photos. Where an item has a fault you're entitled to a repair, replacement or refund in line with the Consumer Guarantees Act (NZ) and Australian Consumer Law. We cover return shipping for faulty or incorrect items.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

New Zealand Consumer Guarantees Act

If you are a consumer in New Zealand, our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. If goods fail to be of acceptable quality you may be entitled to a repair, replacement or refund, and to compensation for any reasonably foreseeable consequential loss.

Items we can't accept back (for hygiene reasons)

For health and hygiene, the following can't be returned once opened or used, unless faulty: replacement filters, poop bags, litter waste bags and similar consumables. Please choose these carefully.

How to start a return

Email support@petsyl.com with your order number, the item(s) involved, the reason, and photos if the item is faulty or damaged. All returns must be authorised by us before being sent back — we'll reply within 1–2 business days with instructions and the return address.

Refunds

Once your return is received and inspected (or your claim approved), we'll process your refund to the original payment method within 10 business days. Your bank or card provider may take additional time to show the funds.

Order cancellations

Need to cancel? Contact us as soon as possible. We can usually cancel and fully refund an order before it has been dispatched. Once shipped, standard return conditions apply.