Refund policy

At PETBAKERY NATURAL PET FOOD, we are committed to ensuring customer satisfaction with our products and services. This Refund Policy outlines the terms and conditions under which refunds may be issued for purchases made through our website and associated platforms.

We only accept returns and exchanges for Petbakery Natural Pet Food products under the following conditions:

Unopened Products: You may returns or exchange any unopened product within 15 days of purchase. The product's packaging must remain unbroken and in its original condition.

Quality Issues: If you receive a product that is damaged, defective, or not up to our quality standards, we will gladly accept returns or exchanges.

Shipping: The cost of shipping the product back to Petbakery Natural Pet Food is the responsibility of the buyer. We recommend using a trackable shipping method to ensure the safe return of the product. 

Christchurch Drop-off: If you prefer, you may drop off your refund or exchange at unit2/105 Coleridge Street,Sydenham, Christchurch 8023

If you wish to initiate a return or exchange for your purchase, please follow these steps:

  1. Send an email to info@nolnz.com stating your need. In your email, kindly provide the following details:
    • Your order number (if applicable)
    • The reason for the return or exchange
    • A description of the item(s) you intend to refund or exchange
    • Your preferred resolution (return or exchange)
  2. Wait for our response: Once we receive your email, our customer support team will review your request. We will provide you with instructions on how to proceed with the return or exchange.
  3. Follow our instructions: It is crucial to follow the instructions provided in our response. This may include details on where to send the item(s) and any additional information required to process your request. 

While we are committed to ensuring a smooth return experience, it is essential to emphasize that any losses incurred during the return process will not be our responsibility. Therefore, we encourage you to email our team before you send the package and carefully follow the instructions provided to minimize any potential complications.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.