Returns

We want you to be satisfied with the Products you receive from us. If you are not satisfied and do wish to return any Product to us please contact us within 30 days of receiving the Product from us following these steps:

• Email us at hello@vetwarehouse.co.nz from the email address associated with your account.
• Include details of the Product you wish to return, your order number and a reason for the return.

Further information: We may request further information from you regarding your return.

Faulty Product returns: If we require Products to be returned to us, we will communicate this to you and arrange collection. Please take reasonable care of the Products whilst in your possession prior to return. We will inspect and assess the returned Products on arrival.

Refunds: If a fault is agreed on our part and/or refund agreed, we will endeavour to refund you for the cost of the item being returned, within 7 business days.

How to request a return:

1. Log in to your customer account on our website.
2. Locate the order you wish to return and click "Return Items."
3. Specify the Quantity to Return, Return Reason, and Return Action.
4. Optionally, add a comment.
5. Submit the request and follow the Return Instructions.

Return eligibility:

• Items must be unused, unopened, undamaged, and in their original packaging.
• Include the Packing Slip with your return.

For inquiries, contact hello@vetwarehouse.co.nz.

Return costs:

1. Change of Mind, Incorrect Size, or Sale Item:

   • Purchaser is responsible for return shipping costs.
   • Refund amount will exclude the initial delivery cost we incurred.
     
     

2. Damaged, Faulty, or Incorrect Item/Order:

   • We will cover the return shipping cost to our nearest Distribution Centre and credit it to your Vet Warehouse account.

Return locations:

Our Warehouses Don't accept in person returns.
Returns must be delivered by courier. This is a health and safety requirement. 

Include the Packing Slip and courier the items to the nearest warehouse:

1. Hamilton: 535 Te Rapa Road, St Andrews, Hamilton 3200
2. Palmerston North: 33 Shelley Street, Roslyn, Palmerston North 4414
3. Christchurch: 57 Hammersmith Drive, Wigram, Christchurch 8042

Return processing:

• You will receive an email notification once your return is processed at our Returns Warehouse.
• Allow up to 7 business days for the return and store credit processing after submitting the Returns Request form.