Effective Date: 21 October 2026

At FIFTH DAY ACCESSORIES LIMITED, we are a team of passionate New Zealand pet lovers rooted in Auckland, dedicated to curating cozy, well-made small accessories that turn every daily moment with your beloved pet into a warm little memory. We stand firmly behind the quality of every item in our collection, from our gentle, ergonomic pet hair brushes that glide easily through all coat types to our cute daily wearable charms, all selected with your pet’s comfort and safety as our top priority. This Refund and Returns Policy is designed to clearly outline our rules for order returns and exchanges, to ensure a fair, transparent experience for every customer who shops on our official e-commerce website www.fifthdaypet.com.

1. Critical Core Policy: No Standalone Full Refunds Without Product Return

We explicitly emphasize that ‌pure “refund only” requests that do not involve returning the purchased physical product to us are not permitted under any circumstances‌. This rule is implemented to keep our operations sustainable, so we can continue to offer thoughtfully curated, pet-safe small accessories at fair prices for all fellow New Zealand pet lovers, while preventing fraudulent misuse that would compromise the benefits of our entire customer community. We will not process any request that asks for a full or partial monetary refund without you sending the corresponding ordered item back to our designated return address and completing our full product inspection process. We are committed to handling every valid return case efficiently, but no “no-return, full refund” requests will be approved as per this policy.

2. General Return Eligibility

To qualify for a valid return that can be processed under our policy, your request must meet all of the following criteria:

• Your return request must be submitted to our customer support team within 30 calendar days from the date you successfully receive your ordered pet accessory.
• The returned item must be in unused, original resalable condition, with all original packaging, tags, accessories and instruction materials intact. It must not have been washed, modified, heavily stained or damaged due to improper use after delivery.
• The item you wish to return is not listed in our non-returnable exclusions section below. We do not accept returns for final sale items, personalized custom engraved pet accessories, or hygiene-related grooming tools that have been opened and used for direct contact with pet fur, for public health and safety reasons.
• You must provide your valid order number, proof of delivery receipt, and clear photos showing the condition of the item when you submit your return request.

3. Step-by-Step Return Process

1. First, contact our customer support team to initiate your valid return request. You can reach us via email at pinesun@fifthdaypet.com, give us a call at +64 3 331 6097 during our business hours, or fill in the online return request form available on the support page of www.fifthdaypet.com. Our team will verify your order information and confirm whether your return meets our eligibility requirements within 2 working days.
2. After your return request is approved, our support team will send you the detailed designated return address and a unique return authorization number. You must clearly mark this authorization number on the outer packaging of your returned parcel, so we can quickly identify and match your returned item to your original order after it arrives. Our physical return receiving address is 142 Huxley Street, Sydenham, Christchurch, 8023, New Zealand.
3. You are responsible for arranging the return shipping of the item back to our address, and covering the corresponding return shipping costs, unless the return is caused by our confirmed error, such as us sending you the wrong item, or the product arriving with manufacturing defects that were not described on the product page. We strongly recommend you choose a tracked, insured courier service for your return shipment, to avoid situations where the parcel is lost or damaged in transit.
4. Once our warehouse team receives your returned parcel, we will carry out a full inspection of the item within 3 working days, to confirm it meets all our return eligibility requirements.
5. After your returned item passes our inspection, you can choose one of the two valid processing options below, and we will never issue a standalone monetary refund without this product return and inspection step.

4. Available Post-Return Processing Options

Instead of standalone pure refunds, we offer two customer-friendly options for your valid returned order:

1. ‌Equal Value Store Credit‌: You can choose to receive 100% of your original order amount in the form of FIFTH DAY store credit, which will be immediately credited to your customer account on www.fifthdaypet.com. This store credit never expires, and can be used for any future purchases on our platform, including our best loved pet gear collection, new arrival small accessories, or even applied to enjoy our 15% discount on your next order.
2. ‌Like-for-Like Exchange or Product Swap‌: You can choose to exchange your returned item for the exact same product if the original one was defective, or swap it for another pet accessory of equal or higher value (you only need to pay the price difference if the new item is more expensive). Our team will arrange the shipment of your exchanged new item within 2 working days after the inspection is completed, using our standard New Zealand domestic courier service with free shipping.

5. Special Situation Arrangements

If your delivered item is confirmed by our inspection team to have a manufacturing defect, or we have made an error by sending you the completely wrong product that does not match your order, we will cover the full cost of your return shipping, and you can choose to receive store credit plus a 10% extra bonus credit as our sincere apology, or get an expedited free exchange shipment for your preferred new item. Even under these special defect cases, we still do not process pure standalone refund requests that do not require you to return the item to us.

If your order was damaged during the courier delivery process, you must provide us with clear photos of the damaged outer packaging and broken items within 7 days after delivery, and we will work with our logistics partner to resolve the issue, while arranging a replacement shipment for you after you send the damaged items back to us.

6. Exclusions

This policy does not apply to customers who purchased FIFTH DAY pet accessories from unauthorized third party resellers or offline retail stores. For those purchases, you will need to contact the original purchase seller directly for their own return arrangement. If you have any questions about this Refund and Returns Policy, feel free to reach out to our team at any time via our listed official contact channels.