Returns/Refunds/Exchange Policy

If you wish to return or exchange your item, please contact us on with your order number, product and reason for return.

Returns must be made within 14 days and refund (excluding shipping) or credit will be given once we receive the goods in their original, resalable condition (in unopened packaging).  

We will repair, replace or refund if the product:

  • is faulty or defective;
  • differs from its description or any representations we made;
  • is delivered late or never arrives, or the product is damaged in transit

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.


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.