Returns & Refunds
If something’s faulty we’ll put it right — that’s your right under New Zealand consumer law, and we back it. We also accept most change-of-mind returns as a goodwill gesture. Here’s how it works.
Last updated 6 October 2026
If your item is faulty
Under the Consumer Guarantees Act 1993, goods must be of acceptable quality, fit for purpose and match their description. If a product fails to meet those guarantees, you are entitled to a remedy:
- Minor fault — we will repair it, replace it, or refund it. We’ll let you know which remedy we’re providing, and we’ll do it within a reasonable time.
- Serious fault — where the failure is substantial, you choose: a full refund, or a replacement of the same type and value.
Where an item is faulty, we cover the cost of returning it and of getting the remedy to you. These rights apply for a reasonable time based on the type of product — they are not limited to a fixed number of days.
Change of mind
The law doesn’t require a refund for change of mind, but we want you to be happy with your purchase, so as a goodwill gesture we accept change-of-mind returns when:
- you contact us within 7 days of delivery;
- the item is unused, in its original undamaged packaging and in re-sellable condition; and
- you cover the return shipping cost.
Once we receive the item and check its condition, we’ll refund the price you paid for the product to your original payment method. We don’t charge a restocking fee. Original shipping charges aren’t refunded on a change-of-mind return, as the delivery has already been made.
Items we can’t take back for change of mind
- Customised, personalised or engraved items — they’re made to your order, so they can’t be returned for change of mind. (Your faulty-item rights above still apply.)
- Items that have been installed, used, or are no longer in re-sellable condition — unless they’re faulty.
How to start a return
- Email info@petnest.co.nz with your order number and what’s wrong (a photo helps for faulty items).
- We’ll reply with how to return it and, for faulty items, a prepaid or reimbursed return.
- Once it arrives back and is checked, we process your repair, replacement or refund.
Wear-and-tear parts
Flaps and some fittings are consumable parts that wear over the life of a door — that’s normal use, not a fault. As the Auckland company behind Catwalk® and Dogwalk®, we stock genuine replacements for every model: see spares & accessories.
This policy is in addition to your rights under the Consumer Guarantees Act and Fair Trading Act — nothing here reduces them. If you think a product isn’t up to standard, talk to us first and we’ll make it right.
Contact us
Channel EVA Limited (PetNest)
9/136 Marua Road, Mount Wellington, Auckland 1051, New Zealand
Email info@petnest.co.nz
Returns questions
Can I return a pet door if I change my mind?
Yes, as a goodwill gesture. Contact us within 7 days of delivery, with the item unused and in its original undamaged packaging. You cover the return shipping, and we refund the price you paid for the product. There’s no restocking fee, but the original shipping charge isn’t refunded. New Zealand law doesn’t require a change-of-mind refund — we offer it because we’d rather you were happy with the purchase.
What if my pet door arrives faulty or damaged?
Under the Consumer Guarantees Act you’re entitled to a remedy. For a minor fault we’ll repair, replace or refund it and tell you which. For a serious fault you choose — a full refund or a replacement of the same type and value. We cover the cost of returning a faulty item and of getting the remedy to you. Email us at info@petnest.co.nz with your order number and a photo.
Can I return a customised or personalised item?
Not for change of mind — customised, personalised and engraved items are made to your order, so they can’t be resold. Your rights still apply in full if the item is faulty, made incorrectly or doesn’t match what you ordered. Check your details carefully before you confirm.
My flap has worn out — can I get a refund?
A worn flap isn’t a fault. Flaps are a consumable part that wears with daily use and weather over the life of a door, so they’re not covered by a refund or warranty claim. Genuine replacement flaps are stocked for every Catwalk® and Dogwalk® model back to 1999.