Terms of service

Welcome to Novawild. These Terms and Conditions apply when you visit our website, use our services or place an order with us.

By accessing this website or purchasing from Novawild, you agree to these terms together with the policies linked on our website.

Throughout these terms, “Novawild”, “we”, “us” and “our” refer to Novawild. “You” and “your” refer to anyone who visits our website or purchases our products.

Using Our Website

This website is provided for shopping with Novawild and learning more about our products and brand. You may use it for lawful, personal and non-commercial purposes.

You must not:

Use the website for any unlawful or unauthorised purpose
Provide false or misleading information
Introduce viruses, malicious code or other harmful material
Interfere with the website’s security or operation
Copy, scrape or commercially exploit our website or its content without permission
Infringe our rights or the rights of another person

We may restrict or suspend access where we reasonably believe these terms have been breached.

Product Information

We take care to present our products, ingredients, images and feeding information as clearly and accurately as possible.

As our products are made with real, natural ingredients, variations in colour, shape, size, aroma or texture may occur between batches. These natural differences do not necessarily indicate a quality concern.

Colours may also appear slightly different depending on your screen or device.

We may update product formulations, packaging, descriptions or availability where reasonably required. Please always refer to the product label for the most current information.

Pet Health and Nutrition

Information shared through our website, emails, social media and other communications is provided for general educational and product guidance only. It is not intended to replace professional veterinary advice.

Novawild products are not intended to diagnose, treat, cure or prevent disease. Individual needs and experiences may vary, and we cannot guarantee a particular health outcome.

If your pet has an existing health condition, is taking medication, is pregnant, or has known allergies or sensitivities, please speak with your veterinarian before introducing a new product.

Product Use and Allergies

Please review the ingredient list and feeding directions before giving a Novawild product to your pet.

You are responsible for deciding whether a product is appropriate for your pet’s individual needs. Products should be served and stored according to the instructions on the packaging.

If your pet shows an unexpected reaction, stop using the product and seek veterinary advice where appropriate. If you are unsure about an ingredient or allergen, please contact us before purchasing.

Orders

When placing an order, you agree to provide complete and accurate contact, billing and delivery information.

An order confirmation means that we have received your order. Your order is accepted once it has been processed for dispatch.

We may decline, limit or cancel an order where:

A product is unavailable
Payment cannot be authorised
Pricing or product information contains an error
Delivery cannot reasonably be completed
We suspect fraudulent or unauthorised activity
An order appears to be intended for unauthorised resale

If we cannot fulfil an order after payment has been received, the amount paid for the affected item or order will be returned to the original payment method.

Pricing and Payment

All prices are displayed in New Zealand dollars unless stated otherwise. Applicable delivery charges will be shown at checkout before payment is completed.

Prices, promotions and availability may change without notice. Any changes will not affect an order we have already accepted unless a clear pricing or product information error has occurred.

Payment must be completed using one of the payment methods available at checkout.

Errors and Availability

Occasionally, our website may contain an error relating to a product description, price, promotion, delivery charge or availability.

We may correct an error, update information or cancel an affected order where reasonably necessary. If an order is cancelled after payment has been processed, the relevant amount will be returned to the original payment method.

We may also limit quantities or discontinue products without notice.

Shipping and Delivery

Orders are prepared and delivered in accordance with our Shipping Policy.

Delivery timeframes are estimates and may be affected by courier delays, severe weather, public holidays, high order volumes or other circumstances outside our reasonable control.

Please check your delivery details carefully before placing an order. Once an order has been dispatched, we cannot guarantee that its address can be changed or that the parcel can be recalled.

Cancellations and Returns

Cancellations, damaged or incorrect orders, product quality concerns and change-of-mind purchases are handled in accordance with our Cancellations & Returns Policy.

Because our products are food items, we’re unable to accept physical returns once they have left our warehouse for food safety and quality-control reasons. If something hasn’t gone as expected, please contact our team before returning or disposing of anything.

Promotions and Discount Codes

Promotional offers may be subject to additional conditions displayed at the time of the offer.

Unless otherwise stated:

One discount code may be used per order
Discount codes cannot be combined
Offers are available for a limited time
Promotional products remain subject to availability
Discounts cannot be exchanged for cash or applied retrospectively

We may amend or withdraw an offer where an error, misuse or circumstance outside our reasonable control affects the promotion.

Intellectual Property

All content on this website, including the Novawild name, logo, product names, formulations, packaging, photography, text, graphics and designs, belongs to Novawild or is used with permission.

This content may not be copied, reproduced, modified, distributed or used for commercial purposes without our prior written consent.

Reviews and Customer Content

Any review, photo or other content you submit must be honest, respectful and based on your genuine experience.

You confirm that you have the right to share the content and that it does not infringe another person’s privacy, intellectual property or other rights.

We may choose not to publish, or may remove, content that is misleading, unlawful, offensive or unrelated to our products. We will seek permission before using customer photos or stories in wider marketing unless permission has already been provided.

Third-Party Services

Our website may use or link to services operated by third parties, including Shopify, payment providers, couriers and social media platforms.

Those services may be subject to their own terms and privacy policies. We are not responsible for the content or operation of third-party websites and services outside our reasonable control.

Privacy

Personal information provided through our website is collected and handled in accordance with our Privacy Policy.

By using our website or placing an order, you acknowledge that your information may be processed as described in that policy.

Limitation of Liability

Nothing in these terms excludes or limits any rights or remedies that cannot lawfully be excluded.

To the fullest extent permitted by law, Novawild will not be responsible for indirect or consequential loss resulting from:

Use or inability to use our website
Use of a product contrary to its instructions
Failure to review ingredients, allergens or feeding guidance
Incorrect information provided when placing an order
Events outside our reasonable control

New Zealand Consumer Rights

Nothing in these Terms and Conditions excludes, restricts or modifies any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable New Zealand law.

Events Outside Our Control

We will not be responsible for delays or failure to perform an obligation where this is caused by events outside our reasonable control. These may include natural disasters, severe weather, transport disruption, supply interruption, regulatory changes, manufacturing delays or failures affecting third-party services.

We will take reasonable steps to minimise the effect of any disruption.

Severability

If any part of these terms is found to be unlawful or unenforceable, that part will be removed or limited to the minimum extent necessary. The remaining terms will continue to apply.

Entire Agreement

These Terms and Conditions, together with the policies linked on our website, form the agreement between you and Novawild regarding your use of the website and any purchase made through it.

Changes to These Terms

We may update these Terms and Conditions from time to time. The latest version and its effective date will always be available on this page.

Changes will apply from the date they are published and will not affect orders already accepted unless required by law.

Governing Law

These Terms and Conditions are governed by the laws of New Zealand. Any dispute will be subject to the jurisdiction of the New Zealand courts and tribunals, unless applicable law provides otherwise.

Contact Us

If you have any questions about these terms, your order or our products, please contact us through our Contact page. Our team is always happy to help.