Terms of service

TERMS OF SERVICE

Effective date: 1st November 2026
Business name: Marley Moo Limited 
Website: www.marleymoo.co.nz

1. About These Terms

Welcome to Marley Moo. These Terms of Service (“Terms”) apply to your use of our website and purchases of products from us.

In these Terms, “we”, “us” and “our” refer to Marley Moo, and “you” and “your” refer to the customer or website user.

By using our website or placing an order, you agree to these Terms. If you do not agree, please do not use our website or place an order.

These Terms must be read alongside our Returns, Refunds & Product Concerns Policy and any other policies published on our website.

2. Our Products

We sell raw dog food and related pet food products intended for feeding dogs.

Product descriptions, ingredient lists, nutritional information, feeding guidance, storage instructions and other product information are provided to help you make an informed purchasing decision.

We take care to ensure product information is accurate. However, you should read the label and instructions supplied with each product before feeding it to your dog.

Natural ingredients may vary in colour, texture, appearance and composition between batches. Such variations do not necessarily indicate a product defect, provided the product meets the applicable requirements and its description.

We will not intentionally substitute a product or materially change its ingredients without appropriate consideration of product descriptions, customer information and applicable legal requirements.

3. Intended Use and Feeding Responsibility

Our products are intended for dogs and must be used according to the product label and feeding instructions.

You are responsible for:

  • Selecting a product appropriate for your dog's age, size, life stage and individual needs.

  • Following the feeding, storage, thawing and handling instructions supplied with the product.

  • Introducing new food gradually where appropriate.

  • Ensuring your dog has access to fresh drinking water.

  • Seeking veterinary advice if your dog has a medical condition, food allergy, special dietary requirement or other health concern.

Unless expressly stated and supported by the relevant product information, our products should not be assumed to be complete and balanced for every life stage or suitable as the sole diet for every dog.

Our products are not veterinary medicines and are not intended to diagnose, treat, cure or prevent disease. Product information is general in nature and is not a substitute for veterinary advice.

4. Raw Pet Food Safety

Raw pet food requires careful handling. Raw animal ingredients may contain microorganisms capable of causing illness in animals or people.

You agree to follow the handling and storage instructions supplied with each product, including where applicable:

  • Keeping products frozen or refrigerated as instructed.

  • Thawing products safely and avoiding unnecessary time at room temperature.

  • Preventing raw food and its juices from contaminating other food, surfaces or utensils.

  • Washing hands, utensils and preparation surfaces thoroughly after handling.

  • Keeping raw pet food separate from food intended for human consumption.

  • Keeping products and packaging away from children and anyone who may be particularly vulnerable to infection.

  • Discarding products where instructed or where there are reasonable concerns about contamination or unsafe storage.

Do not feed a product that appears spoiled, has damaged packaging or may have been stored outside the specified conditions. Contact us if you have concerns about the safety or condition of a product.

Nothing in these Terms removes our legal obligations concerning product safety, quality or fitness for purpose.

5. Orders and Acceptance

When you place an order through our website, you are making an offer to purchase the selected products.

An automated order confirmation confirms that we have received your order; it does not necessarily mean that we have accepted it.

We may contact you if we need to clarify an order or address a payment, stock, delivery or pricing issue. If we cannot fulfil an order, we will notify you and arrange an appropriate refund of any amount paid for products we cannot supply.

We reserve the right to decline or cancel an order where there is a legitimate reason, including suspected fraud, an obvious pricing or listing error, or an inability to supply the product. Any cancellation will be handled consistently with applicable consumer law.

Please check your order details, delivery address and selected products carefully before completing your purchase.

6. Prices and Payment

All prices are displayed in New Zealand dollars (NZD), unless stated otherwise.

Prices, delivery charges and any applicable taxes will be displayed during checkout before you complete your order.

Payment must be made using the payment methods available on our website. Orders may not be dispatched until payment has been authorised or received.

We may change product prices from time to time. Price changes will not affect an order we have already accepted, except where an error or other circumstance permits a different outcome under applicable law.

We do not knowingly charge you for an order that we do not intend to supply.

7. Delivery and Collection

We deliver to the locations and postcodes specified on our website, subject to availability and any delivery restrictions.

Delivery fees, estimated timeframes and delivery options will be shown during checkout or communicated before your order is finalised.

Delivery estimates are provided in good faith but are not guaranteed unless expressly stated. Weather, courier delays, rural delivery limitations, public holidays and other circumstances outside our reasonable control may affect delivery.

Because our products may require temperature-controlled handling, you must:

  • Provide a complete and accurate delivery address and contact details.

  • Check that your chosen delivery option is suitable for your location.

  • Follow any delivery, collection and storage instructions we provide.

  • Retrieve and store your order promptly when it arrives.

If a delivery arrives damaged, appears to have been handled incorrectly, or raises concerns about product temperature or safety, contact us promptly and provide photographs and your order number where possible. Do not feed a product if you reasonably believe it may be unsafe.

We will investigate delivery concerns and determine an appropriate response in accordance with our policies and applicable law. Nothing in this section limits your rights where goods are not delivered as agreed or do not meet legal guarantees.

8. Changes, Cancellations and Refunds

Please refer to our separate Returns, Refunds & Product Concerns Policy for details about change-of-mind requests, product problems and refund procedures.

Because our products are perishable, we may be unable to accept a change-of-mind return once an order has been prepared, dispatched or delivered. Any such restriction will be applied consistently with applicable law.

If you need to request an order change or cancellation, contact us as soon as possible. We cannot guarantee changes once an order has entered processing or dispatch.

Nothing in these Terms excludes, restricts or modifies rights or remedies available under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable law.

9. Customer Responsibilities

When using our website or placing an order, you agree to:

  • Provide accurate, current and complete information.

  • Use the website lawfully and not interfere with its operation or security.

  • Not misuse our website, payment systems or customer service channels.

  • Not submit information that is knowingly false, fraudulent or misleading.

  • Keep your account login details secure, where an account is available.

You are responsible for ensuring that information provided for delivery and order fulfilment is correct.

10. Website Content and Intellectual Property

Unless otherwise stated, our website content—including our business name, logos, product descriptions, photographs, designs, text and other original materials—is owned by or licensed to [Business Name].

You may view and use this content for personal, non-commercial purposes associated with browsing and purchasing our products.

You must not reproduce, distribute, modify, commercially exploit or otherwise use our intellectual property without our prior written permission, except where permitted by law.

Nothing in these Terms transfers ownership of our intellectual property to you.

11. Reviews and Customer Feedback

If you submit a review, testimonial, photograph or other feedback to us, you confirm that it is truthful to the best of your knowledge and that you have the right to provide it.

You grant us permission to use, reproduce and display that content for legitimate business purposes, subject to applicable law and any separate agreement we make with you.

We will not knowingly publish false or misleading testimonials. We may moderate or remove content that is unlawful, abusive, irrelevant, fraudulent or otherwise inappropriate, subject to applicable law.

If we wish to use identifiable personal information or customer content in a way that requires additional permission, we will seek that permission where required.

12. Privacy and Personal Information

We collect and use personal information to process orders, arrange deliveries, communicate with customers, provide customer support and operate our business.

We will handle personal information in accordance with our Privacy Policy and applicable New Zealand privacy law.

We may share necessary information with service providers, such as payment processors, website providers and delivery companies, where required to fulfil an order or operate our business.

Please read our Privacy Policy for further information about how we collect, use, store and protect your information.

13. Website Availability and Errors

We aim to keep our website accurate, secure and available. However, we cannot guarantee uninterrupted access or that the website will always be free from technical errors.

Product availability, descriptions, photographs and other website content may occasionally contain errors or require updating. If an error materially affects your order, we will work with you to resolve the issue in accordance with applicable law.

Nothing in this section allows us to avoid responsibility for misleading representations or other obligations imposed by law.

14. Liability and Consumer Rights

We are responsible for meeting our obligations under applicable New Zealand law, including any consumer guarantees that apply to our products.

Nothing in these Terms is intended to exclude or limit any right, guarantee, remedy or liability that cannot legally be excluded or limited.

To the extent permitted by law, we are not responsible for loss arising from misuse of a product, failure to follow its stated storage or