Returns Policy

Oh No! We are so sorry that your order did not arrive as you had hoped.

Kuri and Friends aims to provide the best service and products for you and your pets, so if you are not completely satisfied with your purchase, we are here to help.

Please carefully read this returns and refund policy.

Change of Mind

Kuri and Friends do not offer refunds or exchanges, or store credits for change of mind returns. Please choose your product carefully before purchasing.<

Raising an Issue

If the item(s) you ordered are faulty or defective, please take a note of the order number and the details of the defective product(s). Please photograph the parcel packaging and also the product packaging or the product itself, if it has no external packaging, then contact us immediately on support@kuriandfriends.co.nz to initiate the returns process.

Pet Food and Treats

Damaged Product Packaging

If the product is exposed upon arrival because the packaging has been pierced, ripped, or punctured, please take photographs of the parcel packaging and the product packaging and contact Kuri and Friends immediately. 

Defective Food or Treat Product

If there is a problem with the product and it has a strange odour or colouration, or the content of the package is under pressure, please photograph the batch number and best before date on the packaging and contact Kuri and Friends immediately. Do not feed this to your pets.

Dislikes

Kuri and Friends will not refund product that has been opened and you have changed your mind, because your pet does not “like” the food/treat.

Defective Product Faulty or Damaged Goods

If your product is faulty or damaged upon arrival, we will gladly offer a replacement or store credit. Please contact us at support@kuriandfriends.co.nz within 7 days of receiving your item. Please provide photographic evidence of the fault or damage, if possible. In some cases, the item will need to be returned for inspection.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@kuriandfriends.co.nz

Returns

Once we have received and inspected your returned item, we will notify you of the outcome. 

Replacement or Refund

If the complaint is approved we will notify you of this and either replace the ordered product, if the product is in stock and still available, or offer a store credit, to the value of the defective product.

At Kuri and Friends we sincerely apologise that you have experienced this issue and we will do what we can to resolve this in a timely manner.