Our Returns Policy

If you purchased your SureFlap product directly from SureFlap (NZ) Ltd (either via our website or over the phone), you can return your purchase to us in its original condition within 30 days of the date you received the item and we will issue a full refund for the price you paid for the item.

We reserve the right to send back items to you that have been returned to us after 30 days unless they are defective.

If you wish to return an unused SureFlap product purchased from another sales outlet, please contact the company from which you purchased the item to enquire about returning the item to them directly.

We can only accept the return of used items, or items purchased via other sales outlets if they are defective. In this instance, please refer to our procedure for the return of defective items below.

How to return an unused item within 30 days of purchase

If you wish to return an unused item to us within 30 days of purchase, please observe the following procedure:

Contact our Customer Care team on 0800-SUREFLAP or customerservice@sureflap.co.nz:

If you wish to return a SureFlap microchip cat flap, please have the serial number of your product ready when you contact the Customer Care Team. (The serial number can be found on a sticker on the underside of the battery compartment lid).
Please tell them of your intention to return your product.
Our Customer Care team will provide you with a unique returns number.
On the back of your delivery note, or another piece of paper (if you no longer have your delivery note), include your full name, contact details, returns number, the reason for return (ie. unwanted item) and state whether a refund is required.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
Send the unsused item to the address listed below:

         SureFlap (NZ) Ltd
         PO Box 201236
         Auckland Airport
         Manakau
         2150

You are responsible for paying any postage or shipping costs incurred when returning the product. We recommend that all returns be sent by registered post, so that a record of the return is available for you.

We will not issue refunds for any items lost or stolen in transit to us. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.

How to return a defective item

If you believe that your product is defective, please contact our Customer Care team on 0800-SUREFLAP or customerservice@sureflap.co.nz. They will be able to advise you on whether you can easily fix the fault, or whether a spare part or replacement unit is required.

In the event that a replacement unit is necessary, our Customer Care team will arrange its dispatch to you as soon as possible. You will not need to return your defective unit to us until you have received your replacement unit – this ensures that you will not be left with a hole in your door!

Once you have received your replacement unit, our Customer Care team will contact you to arrange a convenient date and time for a courier to collect your unit from you. At this time they will also assign you with a unique returns number.

On the back of your delivery note, or another pieceof paper (if you no longer have your delivery note), include your full name,contact details, returns number and the nature of the fault.

Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

This returns policy does not affect your statutory rights.