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Refund policy

1. FAULTY PRODUCT RETURNS

1.1 At Mak’s Patch, we take pride in delivering plant-based dog treats of the highest quality. If you believe you’ve received a faulty product, please get in touch with us at woof@makspatch.co.nz as soon as possible so we can make it right. We may ask for a photo of the issue to help us assess and resolve the problem quickly.

1.2 If your item is found to have a genuine defect, we’ll happily replace it, or refund you in full via your original payment method (or another suitable method). If the product is not found to be faulty, we’ll be in touch to discuss whether you’d like it returned (at your cost) or responsibly disposed of.

1.3 If there’s been a shipping mix-up on our end, let us know straight away at woof@makspatch.co.nz and we’ll fix it—shipping’s on us in that case.

2. RETURNS

2.1 In addition to your rights under consumer law, you may return an item provided that:

  • You email us and return the item within 14 days of receiving your order;

  • The item is unused and in its original, saleable condition, with any tags or packaging intact;

  • The product is securely packaged for return. Damage from inadequate packaging during transit is not covered by our return policy;

  • The product is not excluded from return (e.g., hygiene-sensitive items or Final Sale items, which will be clearly marked on the product page or at checkout).

2.2 Return shipping costs are the responsibility of the customer unless the item is faulty or we've made an error.

2.3 For hygiene reasons, any sealed products (including consumables like treats) can only be returned if the seal is intact.

2.4 To start a return, please email us at woof@makspatch.co.nz and follow the instructions provided.

2.5 Once we’ve received and assessed the returned item and it meets the criteria above, we will either:

  • Issue a refund to your original payment method (or an alternative, if needed), or

  • Exchange the item, if requested and stock is available.

2.6 We are unable to refund original shipping charges or any return shipping expenses unless the return relates to a fault or error on our part.

2.7 We reserve the right to monitor returns for patterns of misuse or abuse. In such cases, we may restrict or refuse future orders.

2.8 This policy does not limit any rights you may have under the New Zealand Consumer Guarantees Act. We’re committed to doing right by our customers—and their pups.