Return & Refund Policy

Change-of-mind returns. If you've ordered the wrong size or changed your plans, we accept returns within 14 days of delivery, provided the goods are unused, in their original packaging, and accompanied by proof of purchase. Contact us at Info@petrapack.co.nz or 07 262 1073 before sending anything back so we can confirm the return and give you the correct address.

What can't be returned. Sale and clearance items, special-order and customised goods, and goods that have been used, filled or relabelled cannot be returned for change of mind. (This applies to change-of-mind only — faulty goods are always covered under the Consumer Guarantees Act, including sale items.)

Opening a tray to inspect. You're welcome to open the outer packaging to check your order — that doesn't affect a change-of-mind return, provided the bottles, jars or tins themselves are unused and repacked securely.

Return freight. For change-of-mind returns, return freight is at your cost, and original delivery charges are not refundable. If the return is due to our error or a fault in the goods, we'll cover return freight and provide a prepaid label.

Damage and shortages. Please check your order on arrival and tell us about transit damage or shortages as soon as possible — ideally within 3 business days of delivery — so we can lodge a claim with the courier while it's still open. Email photos of the damage and packaging to Info@petrapack.co.nz and we'll put it right with replacement or credit. Your Consumer Guarantees Act rights are not affected by this timeframe.

Refunds. Approved refunds are made to the original payment method (or as store credit, if you prefer) within 5–10 business days of us receiving the returned goods in acceptable condition. A restocking fee may apply to large returns — we'll tell you before you ship anything back.

Your legal rights. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If goods are faulty, not as described, or not fit for purpose, the remedies under those Acts apply regardless of the timeframes above.