• (03) 217 3208
East Road Pets Ltd

Returns & Exchanges

Change of Mind Returns

"Change of mind" includes purchases you have made in error eg accidentally ordered the wrong size or colour, or unwanted gifts.

If you wish to return an item because you have changed your mind about your purchase, East Road Pets Ltd will offer you an exchange voucher or refund provided that they meet the following guidelines:

  • ✔ Return within 14 days

  • ✔ Return with proof of purchase

  • ✔ Item must be in unused, re-saleable condition including all original packaging (including instruction manuals and all accessories) with any tags/labels attached

  • ✔ Item is not listed as an excluded item as outlined below

Excluded items (for change of mind returns):

  • ✘ Bedding

  • ✘ Gift Cards

  • ✘ Sale/Clearance items

  • ✘ Personalised Product such as I.D Tags

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Faulty Product Returns

East Road Pets Ltd will accept returns and provide you with an exchange, voucher or refund or repair provided the item is returned within a reasonable time frame and where:

  • The product is faulty or

  • The product is not fit for its intended purpose and

  • You can present your East Road Pets Ltd register receipt or other adequate proof of purchase.

Can't find your receipt? A bank statement or your order confirmation email will be fine. 

East Road Pets Ltd may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect. East Road Pets Ltd reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair; exchange or refund being refused.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return. When returning a product with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction. If East Road Pets Ltd agrees to the return without adequate proof of purchase, you will be asked to provide photo identification containing your full name, signature and expiration date, so that your name and signature can be verified. This information may be accessed by authorised East Road Pets Ltd team members for fraud investigations and fraud protection activities. Information collected on returns slips will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request as required by law. East Road Pets Ltd is committed to protecting the privacy of your personal information.

Returns Process (In-Store)

  1. Bring your items in store with all packaging/tags and including instruction manuals and all accessories.

  2. Provide the team member in store with your unwanted item, proof of purchase.

  3. Once the returns policy has been met, we'll offer an exchange, voucher or a paypal refund.

Returns Process (Online)
If you choose to return via courier/mail. 

  1. Contact us first to arrange any returns/exchanges, provide all relevant product information and evidence of proof of purchase will be required.

  2. Address your return items (including packaging/tags and including instruction manuals and all accessories) and proof of purchase and all return address/contact details to                                                                                                                                                                                                                       East Road Pets Ltd, 68 East Road, Invercargill, 9871

  3. Purchase postage and drop your return to your nearest post office/box

Once received, we'll process the refund/exchanges and notify you via email. Your refund will be credited back to you in the next 1-5 days, depending on the payment method used to place your order.
If the item returned does not meet our Returns and Exchange Policy above your order will be sent back to you.


Exchanges for the same item in a different size will not incur any additional charges (unless additional shipping is required). If the new item is a different product (including a different colour) and there is a price difference you may need to pay the difference or receive a partial refund providing our Returns and Exchange Policy has been met. 


If you request a refund, the purchase price (excluding delivery charges for online orders) will be refunded to you using the original online payment method providing our Returns and Exchange Policy has been met.

If Returns and Exchange Policy requirements are not met East Road Pets Ltd reserves the right not to offer an exchange voucher or refund for change of mind returns.
Please note:
Your original East Road Pets Ltd receipt/invoice is the best form of proof of purchase, however you may provide a clear photo of the full receipt/invoice.
Other adequate proof of purchase that is acceptable is:

  • an order number or the invoice details, which is provided in the confirmation email for the order;

  • a credit card statement; or

  • a bank statement.

However, when the proof of purchase does not clearly itemise the faulty goods, more than one type of proof of purchase may be required. Refunds will be issued using your original payment method or by voucher or cheque.
Gift cards are not redeemable for cash.



East Road Pets

  • East Road Pets Ltd
    68 East Road, RD1
    Invercargill 9871

We are open from 8.30am to 6pm
7 days a week

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