FAQs and Terms & Conditions

Do you send items to the South Island?
At this stage, we a NOT sending items to the South Island.

You don’t have a product I’m looking for. Are you able to order it in for me?
If you have a product enquiry, email us at shop@newsteadvets.co.nz and we can do our best to find what you’re looking for.

How do I cancel my order?
If you haven’t paid for the product yet, you can just remove the item(s) you don’t want before you check out.

If you have already paid for the product, you can email us on shop@newsteadvets.co.nz and we will arrange to cancel your order and refund you. If the product has already shipped, you will need to return it to us per the Refunds process, at your expense. A refund will be made, minus delivery costs, once goods have been returned and are in good order.

When will my order be delivered?
Orders will be delivered typically within 3-5 working days. Locally available products will be delivered quicker, while imported products, or products made to order, may take longer. We will keep you informed throughout the process so you’ll know exactly when to expect your purchases to arrive.

What do I do if I receive the wrong order?
If we have made a mistake with your order, please contact us within 7 days of receipt of the products and we will organise to have it returned to us and your correct order dispatched asap. Please ensure that the product stays in its original packaging and is not damaged or we will not be able to replace it.

What if I don’t receive my full order?
If your invoice doesn’t match the products that you’ve received, please contact us within 24hours with an email or phone call so that we can follow up on our side and ship outstanding products asap or track down your missing parcel. You will not be charged for the additional delivery cost for errors on our side.

What do I do if some of my order is damaged in transit?
Once you have received your products, please check the contents immediately and report any discrepancies or damages to us straight away. We will organise a replacement product for you which will be shipped on receipt on our side of the damaged product: please save the original packaging and boxes. We will incur all costs of the return on the product and shipment of the new one.


Terms and Conditions:

Use of Newstead Veterinary Services Online Shop subject to terms and conditions
Your access to, and use of, Newstead Veterinary Services Online Shopping is subject to the following terms and conditions. By using Newstead Veterinary Services Online Shop you represent that you have read, understood and accepted these terms and conditions, and agree to be bound by them. Orders placed through Newstead Veterinary Services Online Shop constitute legal offers to purchase, and are capable of being accepted by Newstead Veterinary Services without any further reference to the Customer.

If these terms and conditions shall prevail over any other document purporting to have a contractual effect, including the Online Shop Policies.

Newstead Veterinary Services has the discretion to refuse the registration application of a potential Customer without having to give reason.
Newstead Veterinary Services has the discretion as to whether an order placed on its website is accepted and fulfilled. Newstead Veterinary Services may cancel an order without giving reason.

Suspension or termination

Newstead Veterinary Services Online Shop may, at its absolute discretion, suspend or terminate the ability of any Customer to purchase Products through Newstead Veterinary Services Online Shop for any reason whatsoever.

Customer liable for every order
Customers are liable for every order made under their Login.

Trading hours
An order submitted by a Customer after 12 noon before a weekend or public holiday  shall not be accepted by Newstead Veterinary Services Online Shop immediately  but shall be deemed to have been accepted by Newstead Veterinary Services on the day following the weekend or public holiday (as the case may be).

Ordering for the purpose of resale
Unless otherwise agreed, Customers may not purchase Products through Newstead Veterinary Services Online Shop for the purpose of resale.

Security of information
Newstead Veterinary Services Online Shop shall use its reasonable endeavours to prevent any unauthorised entry into Newstead Veterinary Services Online Shop. However, no member of Newstead Veterinary Services will be liable for any direct or indirect damage or loss whatsoever if any third party gains unauthorised access.

Site content
While Newstead Veterinary Services has endeavored to ensure that the information provided on Newstead Veterinary Services Online Shop is free from error,  Newstead Veterinary Services  shall not be responsible or liable for any errors in the information provided on Newstead Veterinary Services Online Shop.

We reserve the right to make changes to the information provided on Newstead Veterinary Services Online Shop at any time and without notice.

The Customer shall pay Newstead Veterinary Services for the Products ordered at the price displayed at the time the order is submitted.

Prices and specials available on Newstead Veterinary Services Online Shop may not necessarily be the same as the prices and specials available from the Newstead Veterinary Services Clinic. Any prices and specials available on Newstead Veterinary Services Online Shop  will only apply to Products purchased through Newstead Veterinary Services Online Shop.

Newstead Veterinary Services Online Shop may vary the prices of the Products at any time without notice.

The prices of Products are displayed in New Zealand currency.

Product availability
Every effort will be made to fulfill orders placed with Newstead Veterinary Services Online Shop, but no member of Newstead Veterinary Services shall be liable to any person if Newstead Veterinary Services is unable to or declines to supply a Product for any reason whatsoever.

Product quality
If Newstead Veterinary Services Online Shop agrees that a Product was delivered to a Customer in a damaged or spoiled condition, Newstead Veterinary Services Online Shop shall, at the request of the Customer, refund or replace the relevant Product.

Method of Payment
Customers must pay Newstead Veterinary Services Online Shop for the Products purchased by credit card, paypal or directly into Newstead Veterinary Services nominated bank account. Newstead Veterinary Services Online Shop does not accept EFTPOS, cash, or  cheque.

Payment methods
If a Customer’s credit card is declined by its financial institution, delivery of the relevant order will not be made.

Newstead Veterinary Services reserves the right to refuse to accept payment from any particular Customer by credit card for any reason whatsoever.

 Adjustments to orders
If a Customer is invoiced an incorrect amount for any Product ordered, Newstead Veterinary Services shall be paid by, or refund to, the Customer the necessary adjustment amount to reflect the correct amount which should have been invoiced.

Change to payment policy
Newstead Veterinary Services may change at any time the way in which a Customer pays for Products, and any change will be notified to the Customer prior to the change coming into effect.

Delivery and liability
Deliveries will be made to the Delivery address given by the customer. If the courier brings the Products inside the Premises, beyond the Delivery Point, at the request of the Customer, or other person accepting delivery of the Products on behalf of the Customer, Newstead Veterinary Services shall not be liable for any direct or indirect damage or loss.

Delivery times from dispatch
Delivery will be completed within 3-5 days of payment clearing Newstead Veterinary Services bank account. If delays occur the customer will be contacted.

Accessibility and safety
Customers shall ensure that their Delivery Point is easily accessible to Newstead Veterinary Services couriers, and that it is safe for those couriers to enter the Customer’s premises in order to complete the delivery. If in the courier’s opinion the Delivery Point is not easily accessible for example due to dogs being loose, or it is unsafe to deliver the Products, the delivery will not be made, and the Customer will be contacted to make alternative arrangements.

Change of address
The Customer shall notify Newstead Veterinary Services (shop@newsteadvets.co.nz) immediately of a change to its delivery address once an order has been placed.

Delivery deemed to have taken place
If no person is present at the address given at the time of delivery, or the Customer or any other person fails or refuses to take delivery of the Products, the Products will be left at the Delivery Point and be deemed to have been delivered at that point in time.

Incorrectly or undelivered Products
If any Product delivered does not correspond with a Product ordered, the Customer may:

(a) keep the incorrectly-delivered Product, in which case no adjustment will be made to the payment due from the Customer for the order containing the incorrect Product; or

(b) reject the incorrectly-delivered Product, in which case Newstead Veterinary Services will, at the request of the Customer, either replace that Product with the Product that was originally ordered, or refund the value of the Product that was originally ordered (as at the date on which the Product was ordered).


Variation/cancellation of order
The Customer may vary or cancel the order up to the point in time that Newstead Veterinary Services has commenced packing the order by contacting Newstead Veterinary Services (shop@newsteadvets.co.nz)

All representations, terms, warranties, guarantees, or conditions whether implied by statute, common law or custom of the trade or otherwise, including, but not limited to, implied warranties, guarantees or conditions of merchantability and/or fitness for a particular purpose, tolerance to any conditions or similarity to sample are excluded to the fullest extent permitted by law. The Customer acknowledges that the Customer does not rely on any representation or statement made by or on behalf of any member of Newstead Veterinary Services other than the express provisions of these terms and conditions. The Customer shall ensure that the Products are not used for any purpose for which they are not suitable and shall be responsible for using all necessary skill and care in handling and using the Products. The Customer expressly acknowledges and agrees that no member of Newstead Veterinary Services assumes any obligation or liability for any advice given, and that all such Products are accepted by the Customer entirely at the Customer’s risk.

Product liability
The liability of Newstead Veterinary Services whether in contract, tort or otherwise for any loss, damage or injury arising directly or indirectly from any defect in, or non-compliance of, a Product or any other breach of Newstead Veterinary Services obligations hereunder shall not in any event exceed an amount equivalent to the price of the relevant Product.

No liability for indirect loss
No member of Newstead Veterinary Services shall be liable for any consequential, indirect or special damage or loss of any kind whatsoever arising from or in relation to the Customer’s use of, or inability to use, Newstead Veterinary Services Online Shop, or the delivery or failure to deliver any Products.

Notwithstanding any other term, the Customer agrees to indemnify each member of Newstead Veterinary Services against all liabilities, losses, claims and expenses suffered or incurred by that member, and all claims and demands made against any member of Newstead Veterinary Services, arising directly or indirectly out of the Customer’s use of Newstead Veterinary Services Online Shopping, any breach of these terms and conditions, or the delivery or failure to deliver any Products.

Customer information
Newstead Veterinary Services Online Shop contains applications which collect personal information about the Customer. Newstead Veterinary Services will only use this information to the extent authorised by the Customer, and will only disclose with processing the Customer’s registration application, assessing the Customer’s credit-worthiness, undertaking any dealings or transactions with the Customer, enforcing any legal or other rights Newstead Veterinary Services  may have against the Customer in any manner that Newstead Veterinary Services sees fit, sending the Customer any advertising or promotional material and enhancing Newstead Veterinary Services Online Shop so that Newstead Veterinary Services may offer you a better, more personalised and tailored service.


Customer’s rights of access
The Customer has the right under the Privacy Act 1993 to access and update and/or correct their personal information held by Newstead Veterinary Services Online Shop.


From time to time Newstead Veterinary Services Online Shop may vary these terms and conditions without notice. Please check these terms and conditions periodically for changes.