Cancellation, Returns, Refunds & Exchange Policy

Cancellation, Returns, Refunds & Exchange Policy

At Shine Canine, we understand that sometimes things change. We’re happy to help where we can, and we aim to be fair while keeping our prices low and service fast. Please read our cancellation and returns terms below.

🛑 Order Cancellations

Before Dispatch:
If the order has not yet been packed or shipped, a 3% cancellation fee applies. This covers the non-refundable payment processing fees charged to us by our payment provider.

If you need to cancel your order, please contact us as soon as possible by email or phone.

After Dispatch:
If your order has already been packed or shipped, it cannot be cancelled. However, you may return it once it arrives (see Returns below).

🔄 Returns & Exchanges

If you’ve changed your mind, ordered the wrong item, or no longer need a product, we’re happy to offer a return under the following conditions:

  • Returns must be made within 28 days of receiving your order.

  • Items must be unused, unopened, and in original packaging suitable for resale.

  • A 5% restocking fee may apply to cover repacking and handling costs as well as the non-refundable payment processing fees that were charged to us by our payment provider.

  • Return shipping is at the buyer’s expense unless the item is faulty or we sent the wrong product.

Please email us first at shop@shinepets.co.nz with your order number and reason for return. We’ll provide return instructions from there.

⚠️ Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

  • Opened or used toys, food, or treats

  • Custom-made items (such as BioThane)

  • Clearance or sale items

❌ Faulty or Incorrect Items

If you’ve received a faulty product or the wrong item, please contact us within 48 hours of receiving your order. We’ll get it sorted quickly, at no cost to you.

✨ Special Orders

Special order products are not standard stocked items and therefore will not be accepted for return or exchange.

We will not replace/refund items that are chewed unless they are specifically covered under the guarantees below.  Note that BioThane products are not chew proof and will not be refunded if chewed, however you can return them to us for repair (fees apply).

💯 One-time exchange guarantee - Planet Dog, Westpaw, Goughnuts

Terms and Conditions:

  • There is a One-time Exchange Guarantee on Planet Dog Chew Toys, West Paw Toys and Goughnuts.

  • One-time Exchange is per household and per toy design, not per purchase.

  • A valid receipt, proof of purchase is required for an exchange or refund.

  • We reserve the right to issue a refund, replacement or an alternative product based on each individual situation.

  • Customer is to pay shipping for the replacement item

Brands that are Eligible for One-Time Free Exchange:

  • Planet Dog Chew Toys
  • West Paw products
  • Goughnut products

Products that are Not Eligible for the One-time Exchange Guarantee:

  • Planet Dog Snoop, Planet Dog Link and Planet Dog Mazee – products rated as ‘not designed for chewing’.

  • Products purchased can only be exchanged for the exact same item if it is covered by the One-time Exchange program and the product is available, purchased in New Zealand at a qualified retailer.

🦷  Happy Staffy Co Guarantee

At Happy Staffy Co, they take pride in the quality of their products and the satisfaction of their customers. If you find a product to be faulty upon delivery, we're here to help.

They have a 30-day refund policy, which means you have 30 days after receiving your item to request a return and refund.

Refund and return eligibility

To be eligible for a refund, your item must be:

  • Unused, unchewed, and undamaged
  • In its original condition, with tags and packaging intact
  • Arrived damaged/faulty
  • Accompanied by a receipt or proof of purchase

Items that show signs of chewing, digging, misuse, or wear are not eligible for return.

Specific product guarantees 

Some products are covered by extended guarantees, which apply in addition to their standard 30-day return policy:

Chewzilla® Ultra Tough Toys — covered by their 90-Day Replacement Guarantee. If your dog genuinely breaks a Chewzilla toy within 90 days (broken means snapped or chunks missing - not the normal teeth marks and surface wear of a well-loved chew), send us a photo and we'll ship a replacement. You keep the broken toy - no need to post anything back.

This guarantee is intended to provide replacements rather than refunds, subject to assessment.

How to start a return

To request a return, please contact us and include a photo of the damage.
All returns must be approved by Happy Staffy Co first. Items sent back without prior approval will not be accepted.  If your return is approved, we’ll provide instructions on how and where to send your item.

Damaged or incorrect items

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged in transit, or incorrect.

Non-returnable items

The following items are not eligible for return:

  • Items that have been used, chewed, or damaged
  • Items damaged due to chewing, digging, or misuse
  • Freebies
  • Treats and supplements — due to health and safety reasons, treats and supplements can't be returned or exchanged. If something's not right with your order - wrong item, damaged in transit, or a quality concern - email hello@happystaffyco.com and we'll sort it out.

Our toys are durability-rated but not indestructible. Damage caused by chewing is not considered a manufacturing defect.

Refunds

Once we receive and inspect your approved return, we’ll notify you of the outcome.

If approved, refunds are issued to the original payment method within 10 business days. Bank processing times may vary.

Happy Staffy Co. reserves the right to refuse a return or exchange for any item that does not meet the above requirements.

Safe play, always

Happy Staffy Co toys are built tough, but no toy is indestructible - and safe chewing is a team effort. To keep playtime safe:

  • Supervise play, especially with a new toy or a powerful chewer.
  • Check toys regularly. Normal wear (teeth marks, grooves, small slivers) is fine - but if a toy is cracked through, has loose chunks, or is worn down small enough to swallow, retire it straight away.
  • Choose the right Chew Meter level for your dog's size and chewing style. A toy that's too easy for a power chewer wears fast.
  • If your dog swallows a piece of any toy, contact your vet promptly.

💪 Ruff Dawg Guarantee

Ruff Dawg’s Lifetime Replacement Guarantee:

For all sizes of: Ball, Big Dawg, Dawg-Buster, Dawg-Cube, Dawg-Hart, Dawg-Nut, Dawg-X, & Football.
These toys are so tough, we can Guarantee them for Life! In the event that your toy gets destroyed, don’t panic...