Terms & Conditions
- Our Terms & Conditions follow the requirements of the Consumer Guarantees Act 1993.
- You are agreeing to all our Terms & Conditions and information provided on this page by purchasing Pompom Pets goods or services whether online or in store, or by submitting a form on our website.
- Pompom Pets reserves the right to change any information on the pompompets.co.nz website at any time without notice.
- Pompom Pets is based in Wellington, New Zealand, therefore all goods and services procured comply with New Zealand laws and regulations.
- Unless otherwise specified, all amounts shown on our website are in New Zealand dollars (NZD).
Delivery
$20 Flat Fee Delivery per Order within Wellington
We offer door to door delivery of our products for a flat fee of $20 per order to the following areas: Wellington, Lower Hutt, Upper Hutt, Porirua, Kāpiti Coast, and Levin. At the moment, we do not ship our products to other areas. If you are unsure whether your delivery address falls within the service area, please contact kiaora@pompompets.co.nz. You are more than welcome to visit our workshop and pick up your purchased products as a Click & Collect order.
This is also applicable to our Refurbishment Programme. Please check the Refurbishment Programme page.
Free Delivery Day
Every one to two months, we will have a Free Delivery Day. Purchase Pompom Pets products on our website and select the delivery option “Free Delivery Day”. Your products will be delivered to your door on the Free Delivery Day. The next available Free Delivery Day will be notified on our home page.
We offer delivery to the following area: Wellington, Lower Hutt, Upper Hutt, Porirua, Kāpiti Coast, and Levin. At the moment, we do not ship our products to the other areas. If you are unsure whether your delivery address falls within the service area, please contact kiaora@pompompets.co.nz.
This option is also available for our Refurbishment Programme. Please check the Refurbishment Programme page.
Click & Collect
If you choose the Click & Collect option upon checkout, you can save the freight cost and pick up your order from our workshop in Petone, Wellington. After your purchase, you will receive a notification via email when your order is ready for collection. Our workshop is located at 51B Victoria Street, Petone, Lower Hutt, Wellington 5012.
You can visit our workshop during our operating hours or by appointment. Please see the Shipping & Delivery page for instructions.
We will request to sight your identification and match it with your order details when you collect your Pompom Pets products. This is to ensure your products are released to the right person and prevent fraudulent activities. If someone else is picking up your order, please contact support@pompompets.co.nz so we can organise the collection smoothly. We do not release your order to anyone else without your permission.
In-Store Purchases
If you prefer to view our display models, please feel free to visit our workshop during operating hours or by appointment. You can order and pay in store if you prefer. Your order may take up to 10 working days to be manufactured. Please keep in mind that the viewable product range is limited because we make our products to order.
Ongoing Programmes
Refurbishment Programme
Under the Refurbishment Programme, we will refurbish the carpet of your products for a reasonable price. This service applies to the carpet refurbishment of Pompom Pets products only, and excludes modification of the product structure. Refurbishment is done by hand for a price and may require up to 10 working days for completion. For the refurbishment price, please see the Refurbishment Programme page.
We may not be able to offer the refurbishment using the same carpet as what was used for your original products. We will contact you to discuss carpet substitution before the order is confirmed. After the order is confirmed and the price is paid, we are unable to change what was agreed even though the appearance may differ from what you expected.
You may send your products to our workshop at your expense. Your products must be properly packaged to avoid damage in transit to us. Alternatively you can drop off your products to our workshop in Petone, Wellington during operating hours or by appointment. For more details and instructions, please see the Shipping and Delivery page.
Trade-in Programme
If you no longer want or need your Pompom Pets products, we offer a trade-in service. Subject to our assessment, we may offer you a discount coupon for your next purchase. Your trade-in products will be recycled or disposed at no cost to you.
Please see the Trade-in Programme page for instructions and process.
You may send your products to our workshop at your expense. The product must be properly packaged to avoid damage in transit to us. Alternatively you can drop off your products to our workshop in Petone, Wellington during operating hours or by appointment. For more details and instructions, please see the Shipping & Delivery page.
This service applies to trading in Pompom Pets products only. Issuing a discount coupon is subject to our assessment.
The coupon you received does not have an expiry date. It is transferable to your friends and family. When you transfer your coupon to someone, please contact support@pompompets.co.nz so we can update the details of your coupon.
The coupon is only redeemable once and cannot be used in tandem with any other coupon or offer unless otherwise stated.
Payments
Pompom Pets accepts the following forms of payment:
- Cash
- Visa
- Mastercard
- American Express
- Alipay
- Klarna
All electronic payment transactions are securely processed by Stripe.
Product Descriptions
We endeavour to provide accurate, fair and reliable information. Due to the handmade nature of Pompom Pets products, there may be slight variances between the final product and product pictures, descriptions, colours, specifications and other information listed on the website.
Product colour variations are described as accurately as possible in the product listings. The accuracy of the colours pictured depends on the calibrations of the screen you are using. We cannot guarantee the colours on screen will match the carpet and products exactly.
Resale Policy
Please contact sales@pompompets.co.nz if you are
- a retailer and are considering selling our products in your store; and/or
- a pet business or organisation (i.e. cattery or cat rescue) and require bulk products for use or resale.
Repair, Replacement, or Refund under the Consumer Guarantees Act 1993
Where goods fail to meet the requirements of the Consumer Guarantees Act 1993, you may be entitled to certain remedies including repair, replacement or a refund.
If you believe the products you have purchased from Pompom Pets are faulty, please contact support@pompompets.co.nz immediately. You will be asked to provide photos/videos of the fault, a description of the fault and a reason for the fault (if known).
After our assessment, we will contact you via email to discuss how we process the matter.
If you damage the products due to misuse, abuse or accident, then you are not entitled to a free repair. However you can pay to get your products refurbished. Please see the Refurbishment Programme page.
Returning Orders if You Change your Mind
Products purchased from Pompom Pets may be returned for a refund if you change your mind. To qualify for a full refund, the products must be unused and in their original condition. Products must be returned within 14 days of delivery. You must provide proof of purchase such as a receipt or invoice number.
- Please contact support@pompompets.co.nz and let us know that you want to return your products.
- We will contact you to confirm your customer details and product information. We will also give you our delivery instructions. You must ship your products to our workshop at your cost. The products must be properly packaged to avoid damage in transit to us. Alternatively, you can drop them off to our workshop during operating hours or by appointment. Please see the Delivery Instructions section on the Shipping & Delivery page for more information.
We will assess your returned products and contact you via email about the refund process.
If your returning products do not qualify for a full refund, you may receive a partial refund. We will not refund the original shipping costs paid on the order if applicable.
Disclaimer
Product
Pompom Pets products are specifically designed and manufactured for cat use only. Pompom Pets is not responsible for damage caused by misuse, abuse, or accident. If you or a third party modify the products post delivery, you or the third party will be responsible for the integrity of the products. Hence, any such consumer or product guarantees will be void. Pompom Pets shall not be liable to you or any third parties for any direct, indirect, or consequential damages.
We use untreated natural wood materials. The wood structure may warp depending on the humidity and temperature of your house. Warping of the products can be expected with normal use. Pompom Pets is not liable for warping of the products post delivery.
Carpet wears depending on how active your cats are, the conditions of your cats’ nails, and how many cats use the products. You can maintain the carpet by brushing, vacuuming, and snipping loose fluff. Pompom Pets does not offer any guarantees for carpet durability.
We may change the materials of our products at any time without notice. Materials may vary due to availability and supply. This includes when you get a product with the same model at a different time, when you get a replacement product, or when you utilise the Refurbishment Programme.
Shipping & Delivery
When you place your order or arrange your shipping to our workshop, please make sure your shipping address is correct. You will be responsible for missing shipments due to the address being entered incorrectly. Please ensure your pets are safely put away and there is someone at the address to receive your products upon delivery.
Pompom Pets representatives will request your signature upon delivery of your order. This is to ensure the order contains the correct items, is released to the right person and to prevent fraudulent activities. We will store your signature in our records.
Pompom Pets representatives may enable video, photography and GPS tracking tools while delivering your order. Video is limited to dash camera footage recorded from the Pompom Pets vehicle. Photography is limited to pictures of your order successfully delivered to your door or chosen delivery location. GPS tracking is limited to devices within the Pompom Pets vehicle or enabled on Pompom Pets delivery representatives’ devices on person.
Pompom Pets delivers the purchased products to your door. We do not offer installation of your products into your premises. If you ask our delivery personnel to enter your premises, Pompom Pets and Pompom Pets staff are not liable for any direct, indirect, or consequential damages to property on, around or within your premises. If you are collecting your Pompom Pets products from our workshop for Click & Collect or under the Refurbishment Programme, we will request to sight your identification and match it with your order details. This is to ensure your products are released to the right person and prevent fraudulent activities. If someone else is picking up your products, please contact support@pompompets.co.nz so we can organise the collection smoothly. We do not release your products to anyone else without your permission.
The Pompom Pets workshop uses video surveillance on premises. CCTV footage is collected for security and theft prevention purposes only.
When you are organising couriers to send your products back to Pompom Pets, your products must be properly packaged to avoid damage in transit to us. Pompom Pets is not liable for damaged products during transit.
Operations on Holidays
During sale and holiday periods, processing of orders may be subject to delay and we ask you to allow a maximum of 20 working days for your order to be processed and manufactured.
Occasionally, we will instigate an annual close-down period over the New Zealand Christmas and New Year period or Japan Golden Week (April/May). There may be other annual close-down periods all of which will be notified on our website.
Website
Pompom Pets is not responsible for purchases that are unable to be processed due to technical difficulties with the website or unavailability of products. Pompom Pets shall not be liable to you or any third parties for any direct, indirect, or consequential damages allegedly sustained arising out of your access to or inability to access this website. This includes viruses alleged to have been obtained from the website, your use of or reliance on the website or any of the information or materials available on the website, regardless of the type of claim or the nature of the cause of action.
Intellectual Property
The content and design of this website and all products are copyright and belong to Pompom Pets.
Reproduction, modification, or adaptation of Pompom Pets content including but not limited to text, pictures, product designs, logos, photographs, and videos are prohibited for commercial purposes.
Users who infringe on Pompom Pets copyright will have their access to Pompom Pets websites and social media pages terminated.
Pompom Pets is located in New Zealand. Therefore, the content published on this website is protected by the Copyright Act 1994.
Questions
If you have any questions, please email us at support@pompompets.co.nz.
