Terms of Service

Last updated: 9 June 2026

These Terms of Service govern your use of the Kiwiwags website and your purchase of products from Kiwiwags. By browsing our website, creating an account, placing an order, or contacting us through the website, you agree to these Terms. Please read this page together with our Shipping Policy, Returns & Refunds Policy, Privacy Policy, and any product-specific information shown on our website. Business Name: Kiwiwags; Email: support@kiwiwags.nz; Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand; Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong. If you do not agree with these Terms, please do not use our website or place an order.

Section 1: Agreement to These Terms

Throughout these Terms, the words “Kiwiwags,” “we,” “us,” and “our” refer to Kiwiwags. The words “customer,” “you,” and “your” refer to any person who visits our website, places an order, contacts us, or uses our services. These Terms form an agreement between you and Kiwiwags when you access our website or purchase from us. Our website is intended for customers purchasing pet products for personal, household, or gift use. By using our website, you confirm that you have the legal ability to enter into this agreement.

Section 2: Website Use

You may use our website only for lawful, honest, and personal shopping purposes. You must not use our website in any way that damages the site, interferes with other customers, or attempts to gain unauthorised access to our systems. You must not upload harmful code, misuse checkout functions, scrape content without permission, or copy our website in a misleading way. We may restrict access to the website if we reasonably believe a user is misusing it or creating a security risk. We aim to keep our website available and easy to use, but we do not guarantee that it will always be uninterrupted, error-free, or available at every moment.

Section 3: Business Transparency

Kiwiwags is a New Zealand-facing online pet store that offers products for dogs, cats, and pet-loving households. We aim to provide clear product information, fair policies, and helpful customer support so customers can make informed purchase decisions. Some orders may be processed or fulfilled through our warehouse partner in Hong Kong, which helps us offer a wider product selection. We do our best to make important information visible before checkout, including product price, shipping cost, delivery estimate, and return conditions. If you have questions before purchasing, you should contact us so we can help you decide whether a product is suitable for your needs.

Section 4: Product Information

We work to present product descriptions, images, sizes, colours, features, prices, and availability as accurately as possible. Product colours may appear slightly different depending on your screen, lighting, device settings, or product photography. Product dimensions may have small variations due to manufacturing differences or manual measurement. We may update product details, images, names, packaging, or specifications when suppliers improve or change an item. You are responsible for checking the product page carefully before placing an order, especially if your pet has size, safety, comfort, allergy, chewing, or behavioural considerations.

Section 5: Product Suitability and Pet Safety

Our products are designed for general pet use, comfort, play, grooming, walking, or home care, depending on the item purchased. You are responsible for choosing products suitable for your pet’s size, breed, age, behaviour, health, and supervision needs. Toys, accessories, grooming tools, beds, bowls, and walking products should be used only as intended and under appropriate supervision. No pet product is indestructible, and items should be removed if they become damaged, loose, sharp, broken, or unsafe. Kiwiwags is not a veterinary provider, and any product information on our website should not replace professional veterinary advice.

Section 6: Pricing and Currency

All prices shown on our website are displayed in New Zealand Dollars unless clearly stated otherwise. We may update prices at any time due to supplier costs, promotions, exchange rates, operational costs, or product availability. If a pricing error is displayed on the website, we may correct the error and contact you before accepting or fulfilling the affected order. Discount codes, promotional offers, and sale prices may have specific conditions, expiry dates, exclusions, or stock limits. We reserve the right to end, change, or refuse a promotion if it is misused, applied incorrectly, or affected by a technical error.

Section 7: Orders and Order Acceptance

When you place an order, you are making an offer to purchase the selected products under these Terms. After checkout, you should receive an order confirmation email showing the details submitted with your order. An order confirmation means we have received your order, but it does not guarantee acceptance if there is a payment issue, stock issue, address issue, fraud concern, or obvious error. We may cancel, reject, or refund an order where necessary, including where a product is unavailable or cannot be delivered to the address provided. If we cancel an order after payment has been made, we will arrange an appropriate refund to the original payment method.

Section 8: Customer Information and Order Accuracy

You agree to provide complete, accurate, and current information when placing an order or contacting us. This includes your name, email address, shipping address, billing information, phone number if provided, and any other details needed to process your order. Kiwiwags is not responsible for delays, failed deliveries, or extra costs caused by incorrect or incomplete information provided by the customer. If you notice an error after placing an order, you should contact us immediately at support@kiwiwags.nz. We will do our best to help, but we cannot guarantee that changes can be made once an order has been processed, packed, or dispatched.

Section 9: Payments

Payment must be successfully authorised before an order is processed. The payment methods available to you will be shown at checkout and may include card payments, digital wallets, PayPal, or other payment options supported by our payment providers. Kiwiwags does not store your full payment card details on our own systems. Payment processing may be subject to fraud checks, provider rules, bank approval, and security verification. If your payment is declined, reversed, disputed, or flagged as suspicious, we may delay, cancel, or hold the order while the issue is reviewed.

Section 10: Shipping and Delivery

Kiwiwags offers flat rate shipping of NZD 6.95 on all orders shipped to New Zealand. Orders are usually processed within the timeframe stated in our Shipping Policy, excluding weekends, New Zealand public holidays, and unusually busy periods. Estimated delivery times are provided as guidance and may vary due to courier handling, customs processing, weather events, public holidays, address issues, or delays outside our direct control. Some orders may be shipped in separate parcels depending on product availability, warehouse processing, or fulfilment arrangements. If your order is delayed, missing, or damaged in transit, you should contact us so we can review the issue and assist with a fair next step.

Section 11: International Fulfilment and Warehouse Handling

Some Kiwiwags orders may be fulfilled through our warehouse partner located in Hong Kong. This means selected order information, such as your name, shipping address, product details, and delivery contact details, may be shared with fulfilment and delivery partners for the purpose of shipping your order. The Hong Kong warehouse is not a public retail store and does not accept customer visits, order collections, or unapproved returns. Customers should not send items to the warehouse unless Kiwiwags has provided written return instructions. We include warehouse information for transparency, but all customer support should be directed to Kiwiwags at support@kiwiwags.nz.

Section 12: Returns and Refunds

Returns and refunds are handled according to our Returns & Refunds Policy. Kiwiwags offers a 30-day return window for eligible items, subject to the product condition, return reason, and policy requirements. Approved refunds are processed within 10 business days after the refund has been approved, although banks or payment providers may take additional time to make funds available. Change-of-mind returns may require the customer to pay return shipping unless otherwise required by law. Nothing in these Terms limits your rights under applicable New Zealand consumer protection laws.

Section 13: Consumer Guarantees

Products sold by Kiwiwags are supplied subject to applicable New Zealand consumer protection laws. Where the Consumer Guarantees Act applies, customers may have rights if goods are faulty, not of acceptable quality, not fit for purpose, not as described, or not delivered within a reasonable time. If a product does not meet a consumer guarantee, the appropriate remedy may depend on the nature and seriousness of the issue. We may ask for photos, videos, order details, or other reasonable information to help assess a product concern. We will not use these Terms to exclude, restrict, or mislead customers about rights that cannot legally be excluded.

Section 14: Cancellations and Order Changes

If you need to cancel or change an order, you should contact us as soon as possible at support@kiwiwags.nz. We will do our best to help with cancellation requests, address corrections, or product changes before the order is processed. Once an order has been processed, packed, dispatched, or transferred to a fulfilment partner, cancellation or changes may no longer be possible. If an order cannot be cancelled, you may still be able to request a return after delivery if the item is eligible under our Returns & Refunds Policy. We may cancel an order ourselves if there is a stock issue, pricing error, payment issue, delivery restriction, suspected fraud, or website error.

Section 15: Promotions, Discounts, and Gift Offers

From time to time, Kiwiwags may offer discount codes, limited-time promotions, bundle offers, free gifts, or seasonal sales. Promotional offers may be subject to specific conditions, such as expiry dates, minimum spend, product exclusions, one-use limits, or availability while stock lasts. Discount codes must be entered correctly at checkout and usually cannot be applied after an order has already been placed. We may refuse, cancel, or reverse a promotion if we reasonably believe it has been misused, shared in breach of its conditions, generated by error, or applied to an ineligible order. Promotional offers do not change your rights under applicable consumer laws.

Section 16: Accounts and Customer Communications

Our website may allow customers to create an account, save order information, view order history, or manage communication preferences. You are responsible for keeping your account login details confidential and for notifying us if you believe your account has been accessed without permission. We may send you service communications about your order, payment, shipping, returns, refunds, policy updates, or customer support enquiries. If you subscribe to marketing emails, we may also send promotional messages, product updates, pet-related content, and special offers. You can unsubscribe from marketing emails at any time, but we may still send essential service messages related to your orders or account.

Section 17: Reviews, Feedback, and User Content

Customers may be invited to submit reviews, photos, videos, testimonials, comments, or other feedback about products or the Kiwiwags shopping experience. By submitting content to us, you confirm that the content is honest, lawful, your own, and does not infringe another person’s rights. You give Kiwiwags permission to use, display, edit for formatting, and share submitted content for website, marketing, advertising, customer support, or product improvement purposes. We may remove or refuse content that is abusive, misleading, offensive, unrelated, spam-like, private, unlawful, or harmful to another person or animal. Please avoid including private information such as your full address, payment details, or personal contact information in public reviews.

Section 18: Intellectual Property

The Kiwiwags website, including our branding, text, product presentation, graphics, images, icons, layout, page design, and other content, is owned by or licensed to Kiwiwags unless otherwise stated. You may browse, print, or save website pages for personal shopping and record-keeping purposes. You must not copy, reproduce, modify, distribute, sell, exploit, or use our website content for commercial purposes without written permission. Product images or supplier-provided materials may be subject to separate rights owned by suppliers, manufacturers, photographers, or other third parties. Unauthorised use of our intellectual property may result in account restrictions, order refusal, or legal action where appropriate.

Section 19: Third-Party Tools and Links

Our website may use third-party tools and services to operate the store, process payments, provide analytics, manage marketing, support shipping, display reviews, or improve customer experience. These third-party services may have their own terms, privacy notices, policies, and technical requirements. Our website may also contain links to external websites, social media pages, payment platforms, tracking tools, or other third-party resources. We are not responsible for the content, policies, security, accuracy, or availability of third-party websites that we do not control. You should review any third-party terms or privacy information before using those services.

Section 20: Limitation of Liability

To the maximum extent permitted by law, Kiwiwags is not liable for indirect, incidental, special, or consequential losses arising from your use of our website, products, or services. We do not exclude liability where it would be unlawful to do so, including any rights or remedies that apply under New Zealand consumer protection laws. Our website may occasionally contain errors, temporary interruptions, outdated information, or technical issues despite our efforts to maintain it. You are responsible for using products safely, following product instructions, and supervising pets where appropriate. If Kiwiwags is liable for a claim, our responsibility will be limited to the amount permitted by law and appropriate to the goods or services involved.

Section 21: Contact Details, Notices, and Governing Law

For all customer support, order questions, legal notices, privacy requests, and policy enquiries, please use this business information: Business Name: Kiwiwags; Email: support@kiwiwags.nz; Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand; Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong. Notices sent by email are generally considered received when they arrive in the recipient’s inbox, unless there is evidence of delivery failure. These Terms are governed by the laws of New Zealand, except where another law must apply because of mandatory consumer protection rules. If a dispute arises, both you and Kiwiwags should first try to resolve it fairly through direct communication. If the matter cannot be resolved informally, it may be handled through the appropriate dispute resolution process, tribunal, court, or authority available under applicable law.

Thank you for reading the Kiwiwags Terms of Service and for supporting a pet-focused store built for everyday joy, comfort, and care. We want every customer to understand how our website works before placing an order, so we have written these Terms in a clear and practical way. Please keep a copy of these Terms for your records and review our related policies before purchasing. Business Name: Kiwiwags; Email: support@kiwiwags.nz; Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand; Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong. If you have any questions about these Terms, contact us at support@kiwiwags.nz and our team will be happy to help.