Return & Refund Policy
Effective Date: 1 January 2025
Applies to: All purchases made via www.rawpetfoodexpress.co.nz and authorized marketplaces.
1. Faulty or Incorrect Products
If you receive a product that is faulty, damaged, or not as described, please contact us within five (5)
days of delivery at info@nrpfe.co.nz. To help us investigate, please include the product name, quantity,
batch number, packaging date, or a photo of the product label. In some cases, we may request that the
faulty product be returned for inspection. Once verified, we will offer either a replacement delivery or a
full refund (including shipping, if applicable).
2. Perishable Goods
Due to the nature of our products (raw and frozen pet food), we cannot accept returns once items have
been delivered. Refunds or replacements will only be issued for items that are faulty at the time of
delivery, not for items left unattended, delivered to incorrect addresses, or spoiled due to delayed
collection or improper storage. Pets have individual preferences—refunds are not offered for products
your pet refuses to eat. We recommend ordering smaller quantities when introducing new foods.
3. Courier Loss or Damage
You may optionally purchase Courier Insurance at checkout for $5.00 to cover a one-time replacement
delivery or a full refund if your parcel is lost during transit. Insurance applies to non-rural North Island
deliveries only. If insurance is not purchased, we will assist in tracking your parcel through our courier
provider but are not liable for losses once it has left our facility.
4. Order Cancellations
Orders can be cancelled before dispatch by emailing info@nrpfe.co.nz. A small cancellation fee will
apply to cover transaction costs. Once dispatched, orders cannot be cancelled, refunded, or altered.
5. Refund Method
Approved refunds will be processed using your original payment method within 5–10 business days of
approval. If you paid via bank transfer or cash, we will contact you directly to arrange the refund.
Contact Information
Raw Pet Food Express
20B Liverpool Street, Tuakau 2121, New Zealand
