Refund policy

Returns & Refunds — Frankie & Trio Limited

We want you and your pup to be completely happy with your purchase. If something isn't right, we're here to help.

Our Policy 

Under the New Zealand Consumer Guarantees Act 1993, you are entitled to a repair, replacement, or refund if a product is faulty, not fit for purpose, or not of acceptable quality.

Eligibility for Returns

• Items must be returned within 14 days of delivery
• Items must be unused, in original condition, and in original packaging
• Proof of purchase is required

Non-Returnable Items

• Perishable goods (treats and smash cakes) cannot be returned for change of mind
• Custom or personalised ramps cannot be returned unless faulty

Faulty or Damaged Items 

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos and your order number at frankietrio@outlook.co.nz

Refunds 

Once your return is received and inspected, we will notify you of approval. Approved refunds are processed within 5–7 business days to your original payment method.

Shipping Costs 

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.

Contact Us frankietrio@outlook.co.nz