Terms and Conditions

Terms and Conditions of Sale

Shopping and Ordering

Thank you for purchasing a product from us. We are sure you won’t be disappointed. We provide a secure and private shopping experience for all products purchased from our business, and we do not store your credit card information.

How to Order

To order, visit the product page for the product you want to order, and click on the “Add to Cart” button. Once you are ready to purchase, click on Checkout.

Payment Options

We can process payments made by Visa and Mastercard.

Getting Order Status

You will receive an e-mail once your order has shipped.

Shipping and Delivery

Shipping is $8 for urban New Zealand and $11 for rural New Zealand.

All orders dispatched by Vet2Pet will be sent via New Zealand Couriers.

Our delivery timeframe of 1-2 working days for urban delivery and 1-3 working days for rural delivery are from the date that the order has been picked up by the courier, not from the time the order was placed. Once the order has left our premises, we have no control over the delivery time.

If for any reason we do not have a product in-stock you will be contacted as soon as possible to advise you of any delay in delivering the product.

Product Enquiries

If you feel you need assistance with your product or just need a bit of advice, there are plenty of ways we can help. You can contact us through our contact page.

Returns and Exchanges

Our Business is committed to providing quality products to our customers. We are happy to accept returns if for any reason you are not completely satisfied with any product you have purchased online, provided the purchase was made within the last 30 days, the product is unopened and in original condition and the product is eligible for return.

You will need to contact us through our contact page. You cannot return products that state they are non-returnable on the website unless it has been damaged during the delivery or the wrong product has been delivered. If you have changed your mind about a product, you may be eligible for an exchange or refund. However, return of your product to us is at your own cost. Please contact us to discuss your options.

If you would like to exchange your item, please get in contact with us and we will confirm if the alternative item is available or not. If you have ordered the wrong product, contact us and we will see what we can do.

Some products will state that they cannot be returned, please be aware of these items.

Damaged, Lost or Defective Products

If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came as. Do not sign for the parcel from the courier company. Please contact us by phone or email within 48 hours of the goods arriving and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.

You must return to our Business within 10 days any products that are damaged or notify us of any lost or incomplete deliveries so that we can inspect the products or lay claim against the carrier. Failure to do so will result in the claim being declined.

Our Business reserves the right to decide in its sole discretion whether it will accept the return of any products for credit, repair, or replacement. Our Business will not accept return of any product that has been tampered with, where the damage has resulted from misuse or incorrect storage by the Customer or where the product is expressly sold on a no-returns basis. Where returned product is not accepted, they will be returned to Customer at the Customer’s cost. Receipt by our Business of returned product does not constitute acceptance for any purposes.

Consumer Laws

Where legally obligated, we will meet our obligations under all relevant consumer protection laws and any product which is faulty, damaged, or expired can be returned at any time for a full refund, including the cost of shipping.

Where a product is eligible for a refund, we will endeavour to refund you within 7 working days.

Subscription Orders

When you subscribe for a recurring product delivery (a Subscription Order), you accept the following terms and conditions.

Product Selection and Order Frequency

• You are registering to receive an order for the product/s selected as a Subscription Order at the frequency selected by you at the time of purchase.
• To alter the frequency of your order, you will need to cancel your existing Subscription Order and create a new one.

Your Customer Account and Payment Authorisation

• When you purchase products as a Subscription Order, you will register a customer account with Vet Marlborough. Your delivery details, billing details and selected payment method will be recorded against your account.
• You can update your payment details for your Subscription Order/s at any time.
• If a payment for a Subscription Order is not able to be processed due to insufficient funds or card error then Vet Marlborough will be unable to fulfil the Subscription Order and will advise you as soon as possible to discuss alternative payment methods and an amended delivery date.
• You are authorising Vet Marlborough to charge your selected payment method at the frequency selected by you., as well as the amount of the charge nominated in your order notification.
• The total amount charged to your payment method for each Subscription Order will be the price of the good/s, minus relevant product discounts if applicable, plus applicable shipping charges and GST.
• In the case where two or more different subscription frequencies are contained in a single initial order, future orders will be split into the number of relevant orders and the shipping cost as per the initial order will be applied for each individual delivery.
• Your Subscription Orders are personal to you, and you may not assign or transfer your Subscription Order/s or any of the benefits to any third party without Vet Marlborough authorisation.

Subscription Order Benefits

• Vet Marlborough may offer discounts on some subscription order products. These discounts are in lieu of and replace any other loyalty scheme offered by the clinic on behalf of manufacturers and suppliers of those products.
• Vet Marlborough reserves the right to alter Subscription Order benefits at their discretion, however, will not alter the price of the products for your order as subscribed.

Subscription Order Stock Availability

• Subscription Orders will be shipped while stock is available. Where stock is not available, the Subscription Order will fail, you will not be billed and you will be contacted regarding an alternative solution.

Subscription Order Notifications

• You will receive a confirmation of your first Subscription Order immediately, and your order will be fulfilled. You will be notified 1-2 days in advance of the delivery of subsequent Subscription Orders, with an opportunity to cancel your order if your Subscription Order is no longer required.

Subscription Order Termination

• Your subscription will remain active until it is cancelled by you. This can be completed any time within the Subscriptions area of your customer account settings.
• Vet Marlborough may terminate your subscriptions at any time without notice. If we do, you will only be charged for orders that have been shipped to you.

Other Terms

• Vet Marlborough’s Standard Terms and Conditions of Sale, including our Refund and Returns Policy applies to Subscription Orders.