Returns & refunds

If your CritterPal is faulty or not as described

If your CritterPal arrives damaged, has a manufacturing defect, isn't what you ordered, or otherwise doesn't meet the guarantees in the Consumer Guarantees Act 1993, you're entitled to a remedy at no cost to you. Because a 3D-printed critter can't be repaired, that means a replacement or a refund.

• For a minor fault, we'll choose whether to replace it or refund you.
• For a serious fault (a failure of a substantial character), the choice is yours: you can reject the item for a refund or replacement, or keep it and ask for compensation for the drop in value.

There's no strict time limit for reporting a genuine fault. The Consumer Guarantees Act gives you a reasonable time, judged by the nature and price of the product — so please get in touch whenever a fault appears. We cover the cost of returning a faulty item, and you can claim reasonable return postage from us.

What's normal for a 3D-printed critter

Every CritterPal is 3D-printed, so reasonable, minor variation is expected and isn't a fault: faint layer lines, tiny surface marks, and small differences from one critter to the next are part of the process.

Colours can vary in shade and tone. Filament colours aren't standardised, so the same colour can look slightly different between batches and between filament makers, and won't always match how it appears on your screen. Some of our filament is also recycled, which is a more sustainable choice but comes with its own constraints — it can carry subtle tonal variation, faint flecks, or small inclusions. This is part of its character, not a defect.

Our product photos show what to expect. None of this affects your rights — if a critter arrives damaged, malformed, structurally weak, the magnet doesn't hold, the colour is clearly wrong rather than just a slightly different shade, or it's otherwise not of acceptable quality or not as described, that is a fault and we'll put it right.

Change of mind

Because every CritterPal is customised to the design you choose, we're not able to offer refunds or exchanges for change of mind. Change of mind isn't a right under New Zealand law. This applies only to change of mind — it never affects your Consumer Guarantees Act rights if something is wrong with your order.

How to make a claim

Email hello@critterpals.co.nz with your order number, a short description of the problem, and a photo or video of the issue. We'll respond within [X] business days, let you know the next steps and how to return the item if needed, and sort out your replacement or refund within a reasonable time. Refunds are made to your original payment method.

If we can't agree

If you're not happy with how we've handled a claim, you can contact Consumer Protection (consumerprotection.govt.nz) or take the matter to the Disputes Tribunal.