PetLegacy Refund & Returns Policy (New Zealand)

Last Updated: February 2026

PetLegacy creates custom-engraved memorial products (metal plates and NFC tags) with included digital photo gallery hosting. This policy explains your rights regarding refunds and returns under New Zealand's Consumer Guarantees Act 1993.

1. Your Consumer Rights (New Zealand)

Under the Consumer Guarantees Act 1993, you have rights if products:

• Are faulty or defective
• Don't match the description
• Are not fit for purpose
• Are not of acceptable quality

These rights cannot be excluded for personal purchases.

Fair Trading Act 1993

You are also protected against misleading or deceptive conduct under the Fair Trading Act.

2. Cancellation Before Manufacturing

Online Orders (Before Engraving Begins)

You may cancel for a full refund if:

• Your order has been placed but engraving has not yet started
• Typically within 24 hours of order placement (business days)
• Digital hosting has not been activated

To Cancel:

• Email: support@petlegacy.co.nz with your order number
• Subject: "Cancellation Request - Order [NUMBER]"
• We will confirm if manufacturing has begun

Full refund includes:

• ✓ Product cost
• ✓ Shipping fees
• ✓ Digital hosting fees

Refund processed within 5-10 business days to your original payment method.

Retail Activation Codes (Purchased Through Partners)

If you purchased an activation code from a partner (veterinarian, funeral home, pet store):

• Contact the partner directly for their refund policy on the physical product
• If you haven't activated the digital memorial, the code can typically be refunded or exchanged
• Once activated, the digital hosting is considered used

3. After Manufacturing Begins

No Refunds for Change of Mind

Once engraving begins on your custom memorial plate, we cannot offer refunds for:

• Change of mind
• Incorrect information you provided (name spelling, dates, etc.)
• Deciding you don't want the product
• Choosing a different memorial style

Why: Your memorial plate is custom-engraved with your specific details and cannot be resold.

4. Faulty or Defective Products

We stand behind the quality of our products. You are entitled to a remedy if:

Manufacturing Defects

• Engraving is illegible or poorly executed
• Plate has significant scratches, dents, or damage
• NFC tag doesn't function properly
• QR code doesn't scan correctly

Wrong Product Delivered

• Incorrect name, dates, or text engraved
• Wrong product type sent (e.g., you ordered a plate but received a tag)
• Wrong size or style

Damaged in Shipping

• Product arrives broken or significantly damaged
• Packaging indicates damage during transit

Remedies Available

Depending on the severity of the issue:

1. Replacement Product (Most Common)

• We'll manufacture a new memorial with correct specifications
• Free shipping for replacement
• Original faulty product may need to be returned

2. Repair or Correction

• If issue can be fixed without full replacement
• We'll cover all costs

3. Partial Refund

• For minor defects you choose to keep
• Amount reflects the reduced value

4. Full Refund

• If product is significantly not as described
• If replacement is not possible
• Includes original shipping costs

How to Claim

Within 30 Days of Delivery:

1. Email: support@petlegacy.co.nz
2. Include:
   • Order number
   • Photos clearly showing the defect or issue
   • Description of the problem
3. We'll respond within 2 business days with next steps

After 30 Days:

• You still have rights under the Consumer Guarantees Act
• Contact us to discuss the issue
• Reasonable durability expectations apply

5. Digital Memorial Hosting

No Refunds After Activation

Once you activate your digital memorial and upload content:

• Digital hosting is considered used and non-refundable
• You've received access to the service you purchased

Exceptions:

• Technical issues preventing memorial access (we'll fix or refund)
• Memorial features not working as described (we'll fix or provide partial refund)

Unused Hosting Credits

If you purchased hosting but never activated your memorial:

• Contact us within 90 days of purchase
• We may offer a partial refund (minus activation code generation costs)
• Or transfer to a different memorial

6. Shipping Costs

Original Shipping

• Refunded if product is faulty or we made an error
• Not refunded for change of mind (if cancellation allowed)

Return Shipping (for faulty products)

• We provide a prepaid return label
• Or reimburse your reasonable return shipping costs

Replacement Shipping

• Free shipping for replacement products due to defects or our errors

7. Special Circumstances

Wrong Engraving Due to Our Error

If we engrave incorrect information that you didn't provide:

• Full replacement at no cost
• Expedited manufacturing and shipping
• Original product does not need to be returned
• You may keep or dispose of the incorrect product

Wrong Engraving Due to Customer Error

If you provided incorrect information (typo in name, wrong dates):

• We can manufacture a replacement at a discounted rate (50% off product cost)
• Or you may purchase a new product at full price
• No refund available as manufacturing was per your specifications

Memorial Content Issues

Photos won't upload / Technical problems:

• We'll provide technical support to resolve
• If unresolvable due to our platform, full refund of digital hosting fees

Changed your mind about photos/content:

• You can edit your memorial at any time during your hosting period
• No refund for digital hosting

8. Partner Program (Wholesale Customers)

For Veterinarians, Funeral Homes, Pet Stores, etc.

Activation Codes

• Non-refundable once purchased (they are your inventory)
• Can be reassigned to different customers
• No expiry date (codes remain valid indefinitely)

Defective Products

• Same consumer guarantee rights apply
• Contact us directly for warranty claims on behalf of your customers
• We'll replace faulty products provided to your customers

9. Hosting Renewal

Renewal Purchases

• Non-refundable once processed
• Hosting period is immediately extended
• You have access to the service you paid for

Exceptions:

• If charged in error, full refund within 14 days
• If technical issues prevent renewed access, full refund

10. Processing Refunds

Timeline

• Approved refunds processed within 5-10 business days
• Refunds issued to original payment method
• Bank processing may take additional 3-5 business days

Partial Refunds

• May apply if product is partially used or issue is minor
• Amount clearly communicated before processing

11. Return Process (For Faulty Products)

When Return Required

1. Contact us first - don't return without authorization
2. We'll assess if return is necessary (photos may be sufficient)
3. If return needed, we provide instructions and prepaid label
4. Pack product securely in original packaging if possible
5. We'll inspect and process refund/replacement within 5 business days of receipt

Not Required to Return

• If product is significantly defective (we may ask you to destroy it)
• If cost of return exceeds product value
• If replacement already sent

12. Exclusions & Limitations

We Cannot Offer Refunds For:

Change of Mind

• After manufacturing begins on custom engraved products
• After digital memorial is activated and content uploaded

Normal Wear and Tear

• Metal plates developing patina over time (this is normal for outdoor use)
• Minor surface scratches from handling
• Weathering appropriate to the memorial's age and location

Damage You Caused

• Dropping or physically damaging the memorial
• Exposure to harsh chemicals or extreme conditions beyond normal use
• Modifying or altering the product

Issues Outside Our Control

• Third-party services (YouTube, Cloudinary) experiencing downtime
• Your device or internet connection issues
• QR code/NFC not working due to device compatibility (we'll help troubleshoot)

13. Quality Guarantee

Our Promise

• Metal plates guaranteed for 25+ years outdoor durability
• NFC tags guaranteed functional for the life of your hosting period
• QR codes remain scannable for the life of the product
• Digital hosting uptime of 99%+

If we fail to meet these standards, we'll provide a remedy under the Consumer Guarantees Act.

14. Dispute Resolution

We'll Always Try to Resolve Issues Directly

Step 1: Contact Support

• Email: support@petlegacy.co.nz
• We aim to resolve most issues within 2-5 business days

Step 2: Escalation

• If not satisfied, request escalation to management
• We'll review and provide a decision within 10 business days

Step 3: External Dispute Resolution

If we cannot resolve your issue:

Disputes Tribunal

• For claims under $30,000
• Low-cost, informal process
• Website: disputestribunal.govt.nz

Commerce Commission

• For Fair Trading Act or Consumer Guarantees Act breaches
• Website: comcom.govt.nz

Consumer Protection

• Consumer NZ: consumer.org.nz
• Citizens Advice Bureau: cab.org.nz

15. Contact Us

For Refund or Return Requests

• Email: support@petlegacy.co.nz
• Response time: Within 2 business days

Include in Your Message

• Order number
• Description of issue
• Photos (if applicable)
• Your preferred resolution

16. Gift Purchases

If Product Was a Gift:

• Recipient can request replacement for faulty products
• Refunds issued to original purchaser
• We can issue store credit to recipient if preferred

17. Business Use

If you purchased for business/trade use:

• Consumer Guarantees Act may not apply (business guarantees still apply)
• Refund policy may be negotiated differently
• Contact us to discuss business terms

Your rights under New Zealand consumer law cannot be excluded for personal purchases.

Questions? Email support@petlegacy.co.nz

We're here to help ensure your memorial honors your loved one perfectly.