Refund policy

Return and Refund Policy

Last updated: 3 June 2026 (NZT)

Thank you for shopping with pidan New Zealand. We want you to be happy with your purchase. This policy explains how returns, exchanges and refunds are handled for orders placed on pidan.nz.

Change-of-mind Returns

If you change your mind about a purchase, you may request a return or exchange within 7 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

  • unused and unopened;
  • in its original packaging;
  • in a resalable condition; and
  • returned with proof of purchase.

Due to the nature of pet products and hygiene considerations, we cannot accept returns or exchanges for opened or used products unless the item is faulty, damaged, or incorrectly supplied.

Change-of-mind returns are not automatically guaranteed and must be approved by us before the item is sent back.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible at meow@pidan.nz.

Please include your order number, a brief description of the issue, and clear photos of the product, packaging and shipping label where relevant.

If the issue is confirmed to be a product defect, fulfilment error, or courier-related damage that affects the product, we will help arrange a suitable solution, which may include a replacement, exchange, refund, or return shipping support where appropriate.

Important Notes About Cat Litter Packaging

  • pidan cat litter is vacuum-packed and checked before dispatch. During courier transport, minor air leakage or loss of vacuum may occur due to handling or compression.

  • Minor air leakage from the packaging does not normally affect the usability or quality of the cat litter.

  • If the product itself is damaged, leaking, contaminated, unusable, or not as described, please contact us with photos so we can review the issue.

Return and Exchange Process

To request a return or exchange:

  1. Email meow@pidan.nz with your order number, photos of the product, and the reason for your return or exchange request.

  2. Once your request has been reviewed, we will email you with the next steps and the return address if your return is approved.

  3. Approved return items must be securely packaged and sent back within 5 business days of return authorisation.

  4. Please email us the return tracking number once the item has been sent.

  5. If an exchange is approved, the replacement item will be sent once we receive and inspect the returned item, unless we advise otherwise.

Return Shipping Costs

For approved change-of-mind returns or exchanges, the customer is responsible for the return shipping cost.

If the return or exchange is due to a confirmed product fault, fulfilment error, or eligible damage issue, we will cover reasonable return shipping costs or provide another suitable solution.

pidan.nz offers free standard shipping on orders across New Zealand. As no standard outbound shipping fee is charged at checkout, there is no original standard shipping fee to refund.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, refunds will usually be processed within 14 business days of receiving and inspecting the returned item.

Refunds will be issued to your original payment method unless another refund method is agreed with you.

Please note that your bank, card provider or payment provider may take additional time to process and display the refund after it has been issued.

Non-returnable Items

Unless the item is faulty, damaged, incorrectly supplied, or otherwise covered by your rights under New Zealand consumer law, we generally cannot accept returns for:

  • opened or used pet products;
  • products not in their original packaging;
  • items damaged due to misuse, improper storage, or normal wear and tear;
  • items returned without prior authorisation; or
  • gift cards or digital products, if applicable.

Consumer Rights

Nothing in this policy is intended to limit or exclude your rights under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable consumer protection laws.

If a product does not meet the guarantees required under New Zealand consumer law, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.

Contact Us

If you have any questions about returns, exchanges or refunds, please contact us at meow@pidan.nz.

  • If the return is due to a personal reason, the cost of return shipping will be deducted from the refund amount.

  • If you have not received your refund after 15 business days, please contact meow@pidan.nz.

    • Order Cancellation

    Before Shipment

    Orders can be canceled anytime before the product is shipped. If canceled at this stage, you will receive a full refund.

    After Shipment

    Once an order has been shipped, it cannot be canceled. If you still wish to return the product, please follow the return process.

    Damages & Issues

    Please inspect your order upon arrival. If any items are damaged, defective, or incorrect, contact us immediately at meow@pidan.nz so we can resolve the issue as soon as possible.

    Additional Information

    • Purchases from Third-Party Retailers: If you purchased your product from an external retailer, please contact them directly for returns and exchanges according to their policies.

    • Returned Packages Due to Incorrect Address: If a package is returned due to an incomplete or incorrect address, and we cannot contact you after multiple attempts, the shipping cost will be deducted from the refund.

    • Cleaning & Handling: Returned products must be clean. If returned items are excessively dirty, a cleaning fee of NZD $10 may be deducted from the refund.

    If you have any questions, please email us at meow@pidan.nz.