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What you need to do if your pet isn’t satisfied with their new food
Bring your remaining food back to one of our stores.
Let one of our team members know the food wasn't quite right for your pet.
We'll help find a replacement food for your pet with one of equal value.
If you have any issues, please contact our Customer Service team through Live Chat at Animates.co.nz or call 0800 ANIMATES (0800 2646 2837), and the team will help you connect with the store of purchase.
Terms and Conditions
- Taste Guarantee is offered on dog and cat food products within 45 days of purchase from Animates.
- Food purchased from Animates Vetcare clinics is also covered by our Taste Guarantee.
- You must be a member of the Animates PetPoints loyalty programme with a valid email address, or be able to supply proof of purchase.
- We will exchange the product with one of equivalent value.
If you wish to exchange for a product that is of:
- higher value, all you need to pay is the difference in value
- lesser value, we will provide you with a refund for the difference
- If no suitable product can be found we will offer a full refund
- Animates reserve the right to rescind this offer based on prior transactional history.
- This policy does not exclude or replace your rights under the consumer guarantees act, regulations or otherwise as required by law.