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Store Policy

Returns Policy

This policy has been established to give you the reassurance of knowing that, subject to the conditions set out below, if any product you purchase online from Furry Friends is found to be defective, or it does not meet your needs, We will happily repair or replace the product, or offer you a refund or credit. This policy includes the rights you have under the New Zealand Consumer Guarantees Act and provides you with benefits in addition to those rights because your satisfaction is very important to us.

What is the Furry Friends refund policy?

If you are not completely satisfied with a product you have purchased from us, you can return that product to us within a reasonable timeframe in a re-saleable condition since purchased and we will happily replace, or repair it within a reasonable timeframe or refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.

This excludes the 100% Satisfaction Guarantee on selected Superior Nutrition food lines which is above and beyond this policy.


What is Furry Friends' delivery refund policy?

There are no refunds on delivery charges unless the item is a fault of Furry Friends and you are eligible for a refund. If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.

Can I exchange a product that was purchased online?

If you wish to exchange a product you may contact our friendly team members who will advise you on how to make your exchange as easy as possible.


How do I return a product I purchased online?

If your product is faulty or you would like to return your item for other reasons please email us with your order number to

The product I received is faulty or defective.

If you receive a faulty product from us or it is damaged in transit on delivery to you, you can return it to us and where our returns team will investigate. If the product is faulty we will replace the product with an identical product or a refund.

How long will it take to receive a refund for a product purchased online?

To arrange a refund on your purchase, please contact our Customer Service Team who will assist you with returning the item for an exchange or refund. The refund can take up to 5 – 7 business days after it has been approved due to bank transaction time frames.

Do I need to show receipts to return or refund a product?

Yes, all returns must be accompanied by proof of purchase. If you are returning your product from an online order to an Animates Store you will need your tax invoice.

If I am unable to find my Tax Invoice can I use a bank statement as proof of purchase?

Unfortunately, We cannot accept bank or credit card statements as proof of purchase.

Payment Methods

- Credit / Debit Cards

- Offline Payments 

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