The information contained in this website is believed to be accurate and current. However, it is provided in good faith on an "as is" basis. No representation or warranty as to the reliability, accuracy or completeness of the information contained on this website is made by PETstock New Zealand LTD or directors, officers or employees. In addition to this they do not accept any responsibility arising in any way (including negligence) for errors in, or omissions from, the information in this website. Illustrations, photos and packaging are only a representation of the products advertised, variations may occur from store to store. All products were available at time of publication, PETstock New Zealand LTD will not be responsible for the lack of stock due to supplier problems. PETstock New Zealand LTD reserves the right to limit purchases to normal retail quantities.
Registration is completely optional. When you register you consent and agree to receive marketing information, offers and special discounts from PETstock. Registration may include submitting your name, email address, address, telephone numbers, options on how you wish to receive updates and promotional material and other information.
Price Match Policy
In Store: PETstock will match any New Zealand competitor’s price. If you make the effort to bring this to our attention we will offer the same price on any identical stocked item (same brand, model, colour and quality) and offer you the same PETstock service and Member points.
Terms and Conditions: The products must be an identical product that is in stock in the quantity requested and available for sale by both the competitor and PETstock at the time of quoting (i.e. no backorders or rainchecks). The product must be new and identical: including brand, model, year of manufacture and colour. Identical is defined by: same brand, model, year of manufacture, colour, size, flavour, variety and quality. The competitor’s price must include all associated costs, including GST & taxes, delivery, freight, fees and charges. The competitor’s product must include any bonus offers or accessories offered by PETstock. Excludes online only offers from competitors and PETstock Online. Excludes cash back offers and reproductions (e.g. photocopies, print outs etc.) of competitors vouchers; The Price Match Guarantee cannot be claimed in conjunction with any other offer by PETstock or the Competitor. For Example: PETstock’s Members Sales.
All products are covered by statutory warranties, namely we warrant the products we sell to you are free from defects in workmanship and materials; of merchantable quality; fit for the purpose for which they were made and will match the description contained in our online catalogue or any sample provided to you. All products will meet these statutory requirements for at least three months from the date of purchase unless the product is covered by an extended warranty.
Statutory and extended warranties (if applicable) will not apply where you have caused the products to become damaged.
Examples of occasions where the warranties and additional promises (if applicable) will not apply are:
- Where you have mistreated or abused the products (whether intentionally or unintentionally); or
- Damaged the products as a result of using them in a way they were not intended to be used.
We recommend that you refer to the online catalogue and packaging instructions for further information about the intended purpose for which a product was made.
We reserve the right to test or assess any product returned to us in order to determine whether a breach of warranty has occurred.
Returning a Product for a Refund
We want you to be completely satisfied with every item that you purchase from PETstock. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Consumer Guarantees Act (CGA).
When to return a product?
You are entitled to a refund, replacement or credit from PETstock when an item purchased fails to meet one of the consumer guarantees as per the Consumer Guarantees Act (CGA), i.e. the product:
- Is faulty or of unacceptable quality
- Does not match the description or sample
- Is unfit for the intended purpose (i.e. does not do what it is meant to do)
- Is not delivered in a reasonable time frame
- And proof or purchase must be provided (proof of purchase details are outlined above)
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, Member's club transaction history or online purchase transaction history.
PETstock will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:
- Be returned within 28 days of purchase
- Be in a re-saleable condition (original condition)
The unwanted product must be returned to us either via post or in person to one of our stores.
Who pays for the return of my purchase?
PETstock will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Consumer Guarantees Act (see ‘When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with a PETstock customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.
For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.
Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. PETstock cannot be responsible for any items damaged or lost during return transit.
How long will my refund take?
Please allow 7 business days for the return to be processed after your item arrives at our warehouse.
Can I return my purchase to a PETstock store?
Purchases can also be returned to any PETstock store, nationwide. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.
Need to return an item now? Click here to send an email to [email protected].
Repairs under Manufacturer's Warranties
There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.
Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.
Some Manufacturer's use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer's contact details.
We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.
Use of this website is restricted to those aged over 18 and those able to enter into a legally binding contract.
The prices displayed on this website include 15% Goods and Services Tax (GST). The PETstock PTY LTD website has been intended for use by New Zealand residents only.
Limitation of liability
Any direct, indirect, incidental, special or consequential damages as a result of use or misuse of the website will not be the responsibility of PETstock New Zealand LTD. PETstock New Zealand LTD will also not be liable for the costs resulting in further purchases as a result of the initial purchase, the cost of obtaining substitute products. In addition to these, messages received, transactions entered into through the website or as a result of unauthorised access to your information contained on this website will be in no way the responsibility of PETstock New Zealand LTD.
Where an Act of Parliament suggests any term, condition or warranty in the Terms and Conditions and does not allow for provisions in a contract for exclusion of liability, the liability of PETstock New Zealand LTD will be limited. If the breach relates to a good purchased PETstock New Zealand LTD may choose to replace the goods or supply the equivalent goods, repair the goods, pay the cost of replacing the goods or of acquiring equivalent goods or payment of the repair costs for the goods. If the breach relates to services provides PETstock New Zealand LTD may choose to supply the services again or pay the cost of having the service supplied again.
When purchasing from PETstock your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard.
What are PETstock SMS Alerts?
PETstock SMS alerts are SMS messages that are sent to opted in users that contain promotional content for PETstock customers. After an initial confirmation SMS message, users typically receive 1-2 SMS messages per month.
How do I sign up for PETstock SMS Alerts?
Sign up for PETstock SMS by texting “PETLOVER” to 8092. By signing up, you will receive typically 1-2 PETstock SMS marketing messages per month. PETstock SMS Alerts are not mobile spam. The service is a recurring message program.
Is it free?
Although all PETstock SMS Alerts are complimentary, Message & Data Rates May Apply. Depending on your text plan, you may be charged by your carrier.
What if I don’t want to receive any more service messages?
To stop receiving all PETstock SMS Alert messages, simply text STOP to the short code 8092. Once your telephone number is removed from our system, you will receive a final confirmation message and no further messages will be sent to your cell phone or mobile device.
What if I want to opt back in?
You can start receiving PETstock SMS messages again by following any of the steps outlined in the above section: “How do I sign up for PETstock SMS Alerts”.
What if I want more info?
To request more info, simply text HELP to the short code 8092.
STOP: At any time, you can text STOP to the short code 8092. This will prevent you from receiving any future PETstock Alerts, following the confirmation message(s) described above in the “What if I don’t want to receive any more service messages?” section.
HELP: At any time, you can text HELP to the short code 8092 for help information.
What are the Participating Carriers?
Telstra Australia, Singel Optus Ltd aka OPTUS, Vodafone Australia, Virgin Mobile Australia, Hutchison 3G
How are the messages sent?
We may use autodialer or non-autodialer technology to send the text messages described above to the mobile phone number you supply when you opt in.
You can review our privacy notice by clicking here.