This Return and Refund Policy governs the conditions under which items purchased from cushionpawpad (operated by PETLY LIMITED) may be returned, replaced, or refunded. This policy complies with applicable consumer protection laws in our target markets, including the European Union and the United States.
1. Right of Withdrawal
In accordance with consumer protection regulations, customers maintain the right to withdraw from their purchase within 14 days of receiving the item, without providing a reason. To exercise the right of withdrawal, you must inform us of your decision by an explicit statement via email at pet@cushionpawpad.com before the withdrawal period expires.
2. Returns Process
To initiate a standard return, please contact us at pet@cushionpawpad.com. All returned items must be sent to our receiving facility at the following address:
94b Union Road, Howick, Auckland, 2014, New Zealand
Customers bear the direct cost of returning the goods when exercising the standard 14-day right of withdrawal. Once we receive and inspect the returned item, your refund will be processed within 48 hours.
3. Damaged or Defective Items
Should an item arrive damaged or defective, please contact us at pet@cushionpawpad.com within 14 days of receipt. We request that you provide clear photographic evidence of the issue in your email. Upon reviewing the provided evidence, we will promptly process a full refund or arrange a replacement. Customers are not required to return the damaged item to us.
4. Delivery and Transit Investigations
We partner with established carriers including DHL, FedEx, and UPS Priority. Customers will receive automated tracking updates to the email address provided at checkout during key transit milestones, including order dispatch, arrival at local sorting facilities, and out for delivery status.
If an order exceeds the standard transit timeframe, we will formally open an investigation with the relevant carrier. Based on the findings of this investigation, we will issue a full refund or provide a replacement.
5. Refunds and Payment Methods
Approved refunds will be issued to the original payment method used during the transaction. Accepted payment methods include Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported digital wallets. Please allow reasonable processing time (typically 72 to 120 hours) for your financial institution to reflect the transaction on your statement.
6. Contact Information
For any enquiries regarding returns or refunds, please reach out to our customer support:
- Brand: cushionpawpad
- Company: PETLY LIMITED (NZBN: 9429053356802)
- Email: pet@cushionpawpad.com
- Phone: +64 210 287 9094
- Address: 94b Union Road, Howick, Auckland, 2014, New Zealand
