Returns & Refund Policy
Last updated: 10 October 2026
Applies to: purchases from Raw Pet Food Express at www.rawpetfoodexpress.co.nz.
At a glance: We offer a genuine 30-day change-of-mind return on eligible unused, unopened non-perishable goods. Frozen, chilled and other perishable pet foods are not eligible for change-of-mind returns. Your rights under the New Zealand Consumer Guarantees Act (CGA) apply to all products, including perishable foods, regardless of this policy.
1. 30-day change-of-mind returns for non-perishable items
You may request a change-of-mind return within 30 calendar days of receiving or collecting eligible non-perishable goods, including accessories and other shelf-stable products, provided they are unused, unopened where packaged, complete, in their original packaging and in a condition suitable for resale. For sealed shelf-stable pet food or treats, the original seal must be intact. Please provide proof of purchase.
To arrange a return, contact info@nrpfe.co.nz before sending anything back. We will confirm return instructions. You are responsible for the cost and safe transport of a change-of-mind return. The original delivery charge is not refunded for a change-of-mind return unless required by law. There is no restocking fee.
After the returned item has been received and checked against the above conditions, we will refund the eligible item price to your original payment method, normally within 5–10 business days of approval. Refund processing by your bank or payment provider may take additional time.
2. Frozen and perishable goods
We do not accept change-of-mind returns of raw, frozen, chilled or other perishable pet food, or any other product requiring temperature-controlled handling. This includes food that a pet simply does not like, when the item is otherwise as described and of acceptable quality. We recommend purchasing a smaller quantity when introducing a new food.
This exclusion does not apply to faulty, damaged, unsafe, incorrect or misdescribed goods where a remedy is required by the CGA.
3. Faulty, damaged, incorrect or misdescribed products
If you receive an item that is faulty, damaged, unsafe, different from what was ordered, or does not match its description, please contact us as soon as reasonably possible at info@nrpfe.co.nz. For food quality or delivery-condition concerns, notifying us promptly (ideally within five days) helps us investigate; five days is not a limit on your legal rights.
Please provide your order details and, if available, photographs of the item and packaging, the product name, quantity, batch number or packing date. We may request further information or a suitable inspection. Do not send perishable food back unless we specifically ask you to.
We will assess the issue and provide the remedy required by the CGA, which may include repair (where appropriate), replacement or refund depending on the circumstances. Where required by law, we will cover reasonable return costs for faulty goods. These rights are not restricted to 30 days.
4. Courier delivery, loss and temperature-sensitive shipments
Where Raw Pet Food Express arranges delivery, we remain responsible for meeting our legal delivery obligations. If your order is missing, arrives damaged, significantly thawed, or otherwise arrives in an unacceptable condition, please contact us promptly with your order details and photographs where possible so that we can investigate and provide any remedy required by law.
Customers are responsible for entering the correct address, following reasonable delivery instructions and promptly storing properly delivered frozen goods as instructed. We are not responsible for deterioration caused solely by improper storage or handling after proper delivery, subject always to customers’ statutory rights.
5. Optional courier insurance
For eligible non-rural North Island courier deliveries, customers may choose the optional $5 courier insurance offered at checkout. Its additional commercial cover provides a one-time replacement delivery or refund for qualifying parcels that are lost, significantly damaged or thawed in transit, or delayed by more than 48 hours from the courier’s collection at our depot, in accordance with the courier cover terms. This optional cover does not apply to rural, inter-island or international deliveries.
Purchasing courier insurance is not required to receive the rights or remedies provided by the CGA. If you do not purchase it, your statutory rights for delivery problems still apply. See our Courier Delivery Terms & Conditions for the additional cover details.
6. Order cancellations
Contact info@nrpfe.co.nz as early as possible if you need to cancel or change an order. We will confirm whether it can be stopped before preparation or dispatch. Any applicable change-of-mind cancellation fee will be limited to a lawful, reasonable amount disclosed to you before you commit to the relevant charge. Once an order has been dispatched, change-of-mind cancellation may no longer be possible. Nothing in this section limits remedies required by law.
7. Contact and refunds
Email: info@nrpfe.co.nz
Raw Pet Food Express
20B Liverpool Street, Tuakau 2121, New Zealand
For approved refunds, we normally use your original payment method. For cash or bank-transfer payments, we will contact you to arrange the refund.
Nothing in this policy excludes, restricts or modifies any consumer guarantee or remedy that cannot lawfully be excluded under New Zealand law.