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:
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Returns must be made within 14 days of receiving your order.
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Items must be unused, unopened, and in original packaging suitable for resale.
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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.
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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:
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Opened or used toys, food, or treats
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Custom-made items (such as BioThane)
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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:
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There is a One-time Exchange Guarantee on Planet Dog Chew Toys, West Paw Toys and Goughnuts.
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One-time Exchange is per household and per toy design, not per purchase.
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A valid receipt, proof of purchase is required for an exchange or refund.
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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:
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Planet Dog Snoop, Planet Dog Link and Planet Dog Mazee – products rated as ‘not designed for chewing’.
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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.
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...
