Returns & Exchanges Policy
At Pup and Running, I take pride in the quality and care that goes into every product. Each item is checked before it’s sent, but if something isn’t quite right, here’s how I handle returns, exchanges, and replacements.
Faulty or Incorrect Items
If your item arrives damaged or incorrect, please contact me within 7 days of receiving your order. Include your order number, details of the issue, and clear photos where possible.
Faulty or incorrect items will be inspected once returned, and if confirmed, I’ll repair, replace, or refund the item at no cost to you. In these cases, I cover all postage fees.
Lost or Delayed Parcels
If your parcel is lost or delayed in transit, I will replace it at my cost once confirmed with the courier. Please allow a few days for courier processing before contacting me.
Exchanges
Exchanges are available for collars and leads that don’t fit correctly. Exchanges are only available for size — not for change of mind or a different style.
Returned items must be unused, unwashed, and in their original packaging. Please contact me within 7 days of receiving your item to arrange the exchange.
Postage for exchanges due to incorrect size selection is the buyer’s responsibility, both for returning the original item and for the new item being sent out.
Personalised and Made-to-Order Items
Personalised items, including bandanas or coats with your dog’s name added, cannot be returned or exchanged.
Made-to-size coats are also considered custom and cannot be returned or exchanged, so please ensure all sizing information is correct before placing your order.
If I make an error (for example, spelling a name wrong or sending the wrong size), I’ll replace the item at no cost and cover postage both ways. If the error was made during ordering (for example, incorrect name spelling submitted or proof approved with errors), replacements will be at the buyer’s expense.
Change of Mind
I do not offer refunds or exchanges for change of mind.
Return Conditions
All returns must be approved before being sent back. Please include your order number or proof of purchase in your return parcel.
Items returned without prior approval or outside the 7-day timeframe will not be accepted.
Postage Responsibility
- If the item is faulty or incorrect due to my error, I’ll cover postage both ways.
- If the item was ordered in the wrong size, you are responsible for postage costs both ways.
Inspection and Processing
Refunds or replacements for faulty items will not be processed until the item has been received and inspected. Please allow a few working days after the item arrives back for this to be completed.
Product Care and Use
Pup and Running takes no responsibility for damage caused by general wear and tear, misuse, or failure to follow care instructions. These items are not eligible for refund or exchange.
Contact for Returns or Exchanges
If you need to arrange a return, exchange, or discuss a faulty item, please contact me first at tash@pupandrunning.co.nz with your order number and details. I’ll confirm the return process and provide the return address.
All returns are processed from Auckland, New Zealand.