Terms & Conditions

We work hard to provide you, the purchaser, with high-standard NZ Produce sourced from MPI-registered suppliers. Raw Pet Food Express is ONC compliant.

You must be 18 years of age or older to place an order with Raw Pet Food Express.

By placing an order with Raw Pet Food Express, you agree to the following Terms & Conditions:

1. Faulty Product

If a faulty product is supplied (e.g., a foreign object or incorrect description), you must contact Raw Pet Food Express by email within five (5) days of delivery. A refund or product replacement will be arranged.
For investigations, you must provide:
- Product name
- Batch number, packaging date, or the product label itself
In some cases, Raw Pet Food Express may request the faulty product to be returned or photos of the product.

Email: info@nrpfe.co.nz

NOTE:

Raw Pet Food Express is not responsible for the condition of goods if you authorize delivery to be left unattended in a designated area or provide an incorrect delivery address.
Ownership and responsibility of the goods transfer to you upon delivery to the address provided at checkout.
You are responsible for ensuring products are stored properly (e.g., frozen immediately) upon delivery.

2. Delivery & Courier Insurance

By selecting the courier delivery option, you agree to the following:
- Courier Insurance: For an additional $5 at checkout, you can purchase insurance for:
  - A one-time full replacement delivery, or
  - A full refund in the event your parcel is lost.
- Insurance applies to non-rural, North Island deliveries of perishable goods only.
- Insurance does not apply to rural addresses, inter-island deliveries, or international deliveries.
- If insurance is not purchased, Raw Pet Food Express is not liable for lost parcels once dispatched. However, we will assist in tracking your parcel through our courier provider.
Customers are responsible for providing accurate delivery details. Raw Pet Food Express is not liable for delays or issues caused by incorrect addresses or third-party couriers.

3. Returns & Refunds

Refunds or replacements are provided only for faulty products as defined in Section 1.
Refunds or replacements are not provided for:
- Products deemed unpalatable by pets.
- Health issues (e.g., vomiting or diarrhea) unrelated to the product’s quality or caused by diet changes.
- Improper handling or storage of products after delivery.

4. Unpalatable Products

Pets have individual preferences. Refunds or replacements are not provided for products your pet refuses to eat. We recommend starting with smaller portions for new foods.

5. Payment Options and Surcharges

Being a small, family-owned business, we strive to keep prices as affordable as possible. To offer you convenient payment options, the following surcharges apply:

Stripe:
- 30 cents per transaction fee + 2.9% surcharge on the total bill, added at checkout.
Laybuy:
- 4.5% surcharge on the total bill, added at checkout.
Afterpay:
- $3 standard charge + 7% surcharge on the total bill, added at checkout.
No Surcharge Options:
- Customers can avoid these surcharges by paying via cash or bank transfer.

6. Coupons and Discount Codes

All coupons and discount codes are subject to change without prior notice and cannot be used collectively—only one discount per transaction.
Coupons and discount codes will expire one month from the issue date unless otherwise stated.
Any issues using a code should be reported immediately by emailing info@rawpetfoodexpress.co.nz or messaging us on Facebook Messenger.

7. Photos

Photos used on our website and social media are for illustrative purposes only and may not represent the exact appearance of the final product.

8. Meal Plans

Meal plans and feeding recommendations are guidelines only. Raw Pet Food Express is not liable for malnutrition or health issues resulting from a customer’s feeding practices.

9. Supply of Products

Product availability may vary based on supplier stock and seasonality.
While Raw Pet Food Express strives to avoid medicated produce, this cannot be guaranteed in all cases.

10. Pricing

Prices are subject to change at any time without notice.
Subscriptions: Subscription prices are subject to changes, and customers will be charged the updated price starting from their next billing cycle after a price increase.

11. Cancellations

Customers may cancel an order before dispatch. However, a mandatory cancellation fee will apply to cover transaction costs.
Cancellation fees will be disclosed at the time of cancellation and are non-negotiable.
Orders cannot be canceled after dispatch.

12. Delivery Timelines

While we strive to deliver orders promptly, Raw Pet Food Express does not guarantee delivery within specific timeframes due to factors beyond our control, such as courier delays or unforeseen circumstances.

13. Governing Law

These Terms & Conditions are governed by the laws of New Zealand. Any disputes arising from the use of our products or services will be resolved under New Zealand law.

14. Indemnity

You agree to indemnify Raw Pet Food Express and its parent company, Cooper and Willow Investment Ltd, against all claims, costs, and expenses arising from:
- Breaches of these Terms & Conditions.
- Improper use of our products.
- Intellectual property infringements.

15. Limitation of Liability

Raw Pet Food Express’s liability is limited to the purchase price of the goods. We are not liable for indirect, incidental, or consequential damages.

16. Intellectual Property

All content, names, and trademarks on our website and social media are protected. Unauthorized use will result in legal action.

17. Privacy Policy

Personal information (name, address, email, phone number) is securely stored and not shared with third parties. Payment details are managed through secure gateways (e.g., Stripe). Raw Pet Food Express does not store card information.

18. Correspondence

Communications through email, text, or social media are legally binding and equivalent to signed contracts.

Best wishes,

Raw Pet Food Express