Refund policy

Overview

At Torus Pet, we want you and your pets to love your purchase. Because our products are used for pet hydration and come into contact with your pet’s mouth, we have specific guidelines to ensure safety, hygiene, and fairness for all customers.

Order Cancellations

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and will fall under our Returns Policy below.

Returns & Refunds

Unused Products

We accept returns of unused products within 30 days of delivery, provided that:

  • The product is unused
  • It is in original packaging
  • It is in resalable condition

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

Used Products (Important)

Due to hygiene and safety reasons:

Products that have been used by pets cannot be returned or resold.

This includes any product that has been:

  • Filled with water
  • Used for drinking
  • Opened and exposed to pet use

This policy ensures the health and safety of all pets and customers.

Faulty or Defective Products

If your product is faulty, we will work with you to resolve the issue promptly.

To initiate a claim:

  • Please contact us at support@toruspetglobal.com
  • Provide:
    • A description of the issue
    • Clear photos or video showing the fault

We may request additional information where necessary.

Resolution Process

Torus Pet will be given a reasonable opportunity to assess and resolve the issue, which may include:

  • Troubleshooting guidance
  • Replacement parts
  • Product replacement
  • Refund (if appropriate)

Warranty

Dispensers (Hardware)

All Torus Pet dispensers are covered by a 12-month limited warranty against manufacturing defects.

This warranty covers:

  • Faults in materials or workmanship under normal use

This warranty does not cover:

  • Misuse or improper handling
  • Normal wear and tear
  • Damage caused by accidents or modifications

Consumables (Filters, Cleaning Tablets, etc.)

Consumable products are not covered by warranty.

Due to their nature, consumables:

  • Are intended for regular replacement
  • Cannot be returned once opened or used

Delivery and Shipping

We aim to ship orders within two (2) working days of payment. However, these time frames are estimates only.

We may dispatch your order in one delivery or by instalments. If an instalment does not arrive, please contact us and we will provide a replacement.

Once an order has been shipped (either in its entirety or in part) you may not cancel your order.

Orders will be delivered by method that Torus Pet chooses from time-to-time to best achieve its delivery service levels.

If you indicate when placing your order that your order may be left at your property unsigned for, Torus Pet Limited accepts no responsibility for any lost or damaged goods.

Shipping Damage

If your order arrives damaged:

  • Please contact us within 48 hours of delivery
  • Include photos of the packaging and product

We will resolve the issue as quickly as possible.

Non-Returnable Items

The following items are not eligible for return:

  • Used products
  • Opened consumables
  • Products not in original condition
  • Items damaged due to misuse

Late or missing refunds (if applicable)
If you haven’t received a refund within 72-hours of Torus Pet confirming the refund, please contact your bank or credit card company (depending on where the refund was due to be made to), as it may take some time before your refund is officially posted. If you’ve done that and you still have not received your refund yet, please contact us at support@toruspetglobal.com.

Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately sale items cannot be refunded.

Exchanges and Shipping (if applicable)
We only replace items if they are defective or damaged while under our responsibility. If you need to exchange it for the same item, send us an email at support@toruspetglobal.com and we will advise you where to send your purchase.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Customer Service Hours

We will be very happy to assist with queries regarding any of our Products, or to answer concerns related to delivery of purchases made or the performance of Products purchased. Our online support should be able to assist with most enquiries. Otherwise, please contact us by email at support@toruspetglobal.com to communicate with our Customer Support Team.

General

These Terms of Trade are governed by the laws of New Zealand. You submit to the non-exclusive jurisdiction of the New Zealand courts in respect of any proceedings in connection with these Terms of Trade or the purchase of Products.

Contact Us

If you have any questions or need support, we’re here to help:

support@toruspetglobal.com