Refund policy

Last updated: 31 October 2026

We want you and your dog to be happy with Rocco's. This policy explains what to do if something isn't right.

Faulty, damaged or wrong items

If your order arrives damaged, faulty, past its best-before date, or isn't what you ordered, email us at sales@roccoandme.co.nz within 14 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, including shipping. You won't need to send faulty products back unless we ask.

Change of mind

Because our chews are a food product, we can only accept change-of-mind returns on unopened, sealed pouches within 30 days of delivery. Email us first to arrange the return. Return shipping is at your cost, and we'll refund the product price once we've received the pouches in their original condition. For food-safety reasons, we can't accept opened pouches unless they're faulty.

Refunds

Approved refunds go back to your original payment method within 5–10 working days. Your bank may take a little longer to show it.

Subscriptions

Subscription orders are covered by this policy. To stop future deliveries, see our Subscription cancellation policy.

Your rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or the consumer laws of your country.