Returns Policy

Animates exists for one purpose: to enrich the lives of pet owners and their pets, or as we say, "Putting more care in pet care". We make every effort to ensure that we carry a good range of products sourced from within New Zealand and overseas to meet your every need.

This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase online from Animates is found to be defective, or it does not meet your needs, Animates will happily repair or replace the product, or offer you a refund or credit. This policy includes the rights you have under the New Zealand Consumer Guarantees Act and provides you with benefits in addition to those rights, because your satisfaction is very important to us.

What is the Animates refund policy?

If you are not completely satisfied with a product you have purchased from us, you can return that product to us within a reasonable timeframe in a re-saleable condition since purchased and we will happily replace, repair within a reasonable timeframe or refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.

This excludes the 100% Satisfaction Guarantee on selected Superior Nutrition food lines which is above and beyond this policy.

For example, any product that has been personalized, e.g. an identification tag that has been engraved, will not be accepted as a return unless it is faulty.

See below for more information regarding online returns delivery charges.

What are my rights under the NZ Consumer Law?

Our goods come with guarantees that cannot be excluded under the NZ Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Animates is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Animates will be borne by you.

What is Animates' delivery refund policy?

There are no refunds on delivery charges unless the item is a fault of Animates and you are eligible for a refund. If your product is faulty or damaged in transit, we will replace the item and ship it at no additional cost to you.

Can I exchange a product which was purchased online?

If you wish to exchange a product you may contact our Customer Service Team who will advise you on how to make your exchange as easy as possible.

How do I return a product I purchased online?

If your product is faulty or you would like to return your item for other reasons please contact

My pet won't eat the food I've ordered!

As outlined in the refund policy, Animates will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable. With the exception of our dog and cat food brands covered by our Palatibility Guarantee, Animates are unable to accept opened pet food.

It is important when trying new dog or cat food, that you introduce the food gradually to your pets’ diet. However, if you find that your pet does not take to the new Superior Nutrition dog or cat food that is covered by Animates Palatibility Guarantee, then return the bag of pet food and we will refund your purchase.

The product I received is faulty or defective.

If you receive a faulty product from us or it is damaged in transit on delivery to you, you can return it to us and where our returns team will investigate. If the product is faulty we will replace the product with an identical product or a refund.

How long will it take to receive a refund for a product purchased online?

To arrange a refund on your purchase, please contact our Customer Service Team who will assist you with returning the item for an exchange or refund. The refund can take up to 5 – 7 business days after it has been approved due to bank transaction time frames.

Do I need to show receipts to return or refund a product?

Yes, all returns must be accompanied by proof of purchase. If you are returning your product from an online order to an Animates Store you will need your tax invoice.

If I am unable to find my Tax Invoice can I use a bank statement as proof of purchase?

Unfortunately Animates cannot accept bank or credit card statements as proof of purchase.

If you have registered an account with us you will have access to your purchase history and will be able to retrieve your invoice from there. Guest shoppers may contact our Customer Service Team for assistance, however copies of Tax Invoices will not be provided if lost or misplaced.

Shipping & Returns Form

Mandatory fields
Please attach a screenshot of the product you'd like to return