Refund policy

Returns & Refund Policy

At Companion Haus, we carefully curate premium canine accessories designed to be enjoyed for years to come. If something isn’t quite right, we’re here to help.

Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery for eligible items.

To be eligible for a return, items must:

  • Be unused and unworn
  • Be in original, re-sellable condition
  • Include all original packaging, tags, and accessories
  • Be free from pet hair, odours, marks, or signs of wear

As our products are premium leather accessories, we cannot accept returns for items that have been used, worn outdoors, damaged, or altered after delivery. Please try on products indoors before outdoor use to ensure eligibility for change-of-mind returns.

Customers are responsible for return shipping costs for change-of-mind returns.

Once your return is received and inspected, we will notify you regarding approval of your refund. Approved refunds will be processed back to your original payment method.

Original shipping costs are non-refundable.

Exchanges & Sizing

We strongly recommend reviewing product measurements carefully before purchasing.

If you are unsure about sizing, please contact us before ordering — we’re happy to help. All products have measurements in the product description. We strongly recommend taking measurements of your dog to compare with the description.

Where possible, we may offer exchanges for sizing, provided the item remains unused and in re-sellable condition.

Customers are responsible for shipping costs associated with exchanges unless the item is faulty or incorrect.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or you receive the wrong product, please contact us within 7 days of delivery with photographs and your order number.

Under the New Zealand Consumer Guarantees Act 1993, customers are entitled to remedies where products are faulty, not as described, or do not meet consumer guarantees.

Where required under the CGA, we will provide an appropriate remedy, which may include:

  • repair
  • replacement
  • refund

depending on the nature of the issue.

Consumer Guarantees Act (CGA)

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993.

Contact Us

For return requests or assistance, please contact:

admin@companionhaus.co.nz

Please include:

  • your order number
  • photos (if applicable)
  • a brief description of the issue