Terms of service

Companion Haus – Terms of Service (Draft)

Last updated: [21/05/2026]

SECTION 1 – OVERVIEW

Welcome to Companion Haus. Throughout these Terms, the terms “we”, “us”, “our” and “Companion Haus” refer to Companion Haus.

Companion Haus operates this website and online store, including all related information, content, features, products, and services made available to you (the “Services”) to provide a curated shopping experience for premium pet accessories and related products.

By accessing, browsing, purchasing from, or otherwise using our Services, you agree to be bound by these Terms of Service, together with any policies referenced herein, including our Privacy Policy and Refund Policy.

If you do not agree to these Terms, please do not access or use our Services.

Nothing in these Terms limits or excludes any rights you may have under New Zealand consumer law, including the Consumer Guarantees Act 1993.

 

SECTION 2 – ACCESS TO OUR SERVICES

By using our Services, you confirm that you are at least 18 years of age or have permission from a parent or legal guardian to use this website.

You agree that any information you provide to us, including billing, payment, shipping, and contact details, will be accurate, complete, and up to date.

You are responsible for maintaining the confidentiality of any account information and for restricting access to your devices where applicable.

We reserve the right to refuse service, suspend accounts, or restrict access where we reasonably believe misuse, fraudulent activity, unlawful conduct, or breaches of these Terms have occurred.

 

SECTION 3 – PRODUCTS & PRODUCT INFORMATION

At Companion Haus, we carefully curate premium pet accessories and related products sourced from trusted international suppliers and partners.

We make every reasonable effort to ensure product descriptions, imagery, colours, measurements, and specifications are represented as accurately as possible.

However:

  • colours and appearance may vary depending on your screen, device settings, and display resolution;
  • measurements may vary slightly between production batches;
  • handcrafted or natural materials, including leather, may feature minor variations in grain, finish, colour, texture, or markings.

These characteristics are not considered faults and are part of the unique nature of premium handcrafted goods.

We reserve the right to:

  • modify product descriptions or pricing;
  • discontinue products;
  • limit quantities purchased;
  • refuse orders where stock becomes unavailable or pricing errors occur.

While we make every effort to ensure availability, occasional stock discrepancies may occur between Companion Haus and supplier inventory systems.

Where an item becomes unavailable after purchase, we will contact you promptly to offer an alternative, store credit, or refund.

 

SECTION 4 – ORDERS & ORDER ACCEPTANCE

When you place an order through Companion Haus, you are making an offer to purchase products from us.

Orders are subject to acceptance and availability. We reserve the right to decline or cancel an order for reasonable reasons, including but not limited to:

  • product unavailability;
  • suspected fraud;
  • pricing or listing errors;
  • payment issues;
  • suspected misuse of our Services.

An order is considered accepted only once payment has been successfully processed and you receive confirmation that your order has entered fulfilment.

Order Amendments & Cancellations

We understand mistakes happen.

If you need to amend or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate order changes or cancellations within 24 hours of purchase, provided fulfilment has not already commenced with our supplier or shipping partner.

Once an order has been dispatched or entered fulfilment, changes or cancellations may no longer be possible.

Nothing in this section limits your rights under the Consumer Guarantees Act 1993.

SECTION 5 – PRICING & PAYMENT

All prices displayed on Companion Haus are shown in New Zealand Dollars (NZD) unless otherwise stated.

Prices are subject to change without notice.

The price charged will be the price displayed at the time your order is placed.

Shipping charges, where applicable, will be displayed during checkout prior to payment.

We reserve the right to correct pricing errors, inaccuracies, or omissions at any time, including after an order has been submitted. Where an error materially affects your order, we will contact you to discuss available options, including cancellation and refund.

You agree to provide current, accurate, and complete payment and account information for all purchases made through our Services.

By placing an order, you confirm that:

  • you are authorised to use the selected payment method;
  • payment details provided are accurate;
  • you agree to pay all charges incurred, including applicable shipping costs.

SECTION 6 – SHIPPING & DELIVERY

Companion Haus currently ships within New Zealand only.

As our collections are carefully sourced from trusted international suppliers and partners, orders may be fulfilled from overseas locations.

Estimated Delivery Timeframes

Estimated delivery timeframes are generally 7–14 business days, though actual delivery times may vary depending on:

  • supplier processing times;
  • courier availability;
  • customs clearance;
  • seasonal demand;
  • public holidays;
  • circumstances outside our reasonable control.

Delivery estimates are provided as guidance only and are not guaranteed.

We will always aim to keep you informed regarding significant delays where possible.

If your order appears significantly delayed or lost in transit, please contact us at:

admin@companionhaus.co.nz

and we will work with the relevant shipping provider to investigate and assist.

Please ensure shipping information is entered accurately at checkout. Companion Haus is not responsible for delays or failed delivery resulting from incorrect address information supplied by the customer.

 

SECTION 7 – RETURNS, EXCHANGES & CONSUMER RIGHTS

We want you and your companion to be delighted with your purchase.

If you change your mind, Companion Haus accepts returns of eligible items within 14 days of delivery, provided the item:

  • has not been used, worn, or damaged;
  • remains in original, resalable condition;
  • includes original packaging, tags, and accessories where applicable.

For hygiene and safety reasons, we may be unable to accept returns where products show signs of use, pet wear, odour, hair contamination, or damage.

Returns requested outside this timeframe may be declined at Companion Haus’ discretion unless required under New Zealand consumer law.

Change of Mind Returns

If you wish to return an item due to a change of mind, return shipping costs are the responsibility of the customer unless otherwise agreed.

Refunds for eligible change-of-mind returns will be processed once the returned product has been inspected and approved.

Faulty, Damaged, or Incorrect Products

If your order arrives faulty, damaged, incorrect, or does not meet the guarantees provided under New Zealand consumer law, please contact us as soon as reasonably possible at:

admin@companionhaus.co.nz

We may request photographs or additional information to assist in resolving the matter quickly.

Where required under the Consumer Guarantees Act 1993, Companion Haus will provide an appropriate remedy, which may include repair, replacement, refund, or other remedies available under New Zealand law.

Nothing in these Terms limits or excludes your rights under the Consumer Guarantees Act 1993.

Please also refer to our Refund Policy for additional details.

 

SECTION 8 – PRODUCT SIZING & CUSTOMER RESPONSIBILITY

Many Companion Haus products are fitted accessories and sizing may vary between styles, brands, and product collections.

Customers are responsible for reviewing product measurements and sizing information carefully before placing an order.

If you are unsure about sizing, we encourage you to contact us prior to purchase and we will do our best to assist.

Companion Haus is not responsible for dissatisfaction arising from incorrect sizing selections made by customers where sizing information has been provided.

Nothing in this section limits your rights under applicable New Zealand consumer law.

 

SECTION 9 – INTELLECTUAL PROPERTY

All content available through the Services, including but not limited to:

  • branding;
  • logos;
  • product photography;
  • text;
  • graphics;
  • website design;
  • visual content;
  • layout and presentation;

is owned by or licensed to Companion Haus and is protected under applicable intellectual property laws.

You may access and use our Services for personal, non-commercial purposes only.

You must not reproduce, copy, distribute, modify, commercially exploit, or otherwise use any content from our website without prior written permission from Companion Haus.

All third-party trademarks, product names, and brand names remain the property of their respective owners.

 

SECTION 10 – THIRD-PARTY SERVICES & SHOPIFY

Companion Haus is powered by Shopify, which enables us to provide our online store and related Services.

However, all purchases made through this website are made directly with Companion Haus.

We may use trusted third-party providers and services to support the operation of our business, including payment processing, shipping, website hosting, analytics, and customer communications.

From time to time, our Services may contain links to third-party websites or services. We are not responsible for the content, availability, policies, or practices of third-party websites you choose to access.

You acknowledge that your use of third-party services may be subject to separate terms and conditions imposed by those providers.

 

SECTION 11 – PRIVACY

Your privacy is important to us.

Any personal information collected through Companion Haus is handled in accordance with our Privacy Policy, which explains how we collect, use, store, and disclose your information.

By using our Services, you acknowledge that certain information may also be processed by trusted service providers, including Shopify and payment processors, for the purpose of operating our store and completing transactions.

We take reasonable steps to protect your personal information in accordance with applicable New Zealand privacy obligations.

For more information, please review our Privacy Policy.

 

SECTION 12 – FEEDBACK, REVIEWS & USER CONTENT

We welcome feedback and reviews from our customers.

If you choose to submit reviews, feedback, photographs, testimonials, suggestions, or other content to Companion Haus, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, publish, display, and share that content for business and promotional purposes.

This may include use on:

  • our website;
  • social media;
  • marketing materials;
  • product pages.

You confirm that:

  • you own or have permission to share the content;
  • the content does not infringe another person’s rights;
  • the content is not misleading, offensive, defamatory, unlawful, or inappropriate.

We reserve the right to remove or refuse content that we reasonably consider inappropriate, misleading, unlawful, or inconsistent with the values of Companion Haus.

We are under no obligation to compensate users for submitted feedback or content.

 

SECTION 13 – ERRORS, AVAILABILITY & OMISSIONS

While we make every reasonable effort to ensure information on our website is accurate and current, occasional errors, inaccuracies, omissions, or supplier inventory discrepancies may occur.

This may include information relating to:

  • product descriptions;
  • measurements;
  • pricing;
  • availability;
  • shipping estimates;
  • imagery or specifications.

Companion Haus reserves the right to correct errors, update information, discontinue products, or cancel orders affected by inaccuracies where reasonably necessary.

Where an order is materially affected, we will contact you as soon as practicable to discuss available options, including amendment, replacement, or refund where appropriate.

 

SECTION 14 – ACCEPTABLE USE

You agree to use the Companion Haus website and Services lawfully, respectfully, and in accordance with these Terms.

You must not:

  • use the website for unlawful, fraudulent, or misleading purposes;
  • interfere with or disrupt the security or functionality of the website;
  • attempt to gain unauthorised access to systems or customer information;
  • introduce malicious software, viruses, or harmful code;
  • scrape, reproduce, or exploit website content without permission;
  • misuse the Services in a way that may harm Companion Haus, our suppliers, partners, or other users.

We reserve the right to restrict or terminate access to our Services where we reasonably believe misuse, unlawful activity, fraud, or breaches of these Terms have occurred.

 

SECTION 15 – DISCLAIMER OF WARRANTIES & CONSUMER RIGHTS

We strive to ensure our Services, website content, and product information are accurate, reliable, and up to date. However, Companion Haus does not guarantee that the website or Services will always be uninterrupted, secure, error-free, or continuously available.

To the fullest extent permitted by law, information provided through our Services is offered for general informational purposes only.

Except as required under New Zealand law, Companion Haus makes no additional warranties or guarantees regarding uninterrupted access to the Services.

Consumer Guarantees

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

Where products are supplied for personal, domestic, or household use, statutory consumer guarantees may apply.

 

SECTION 16 – LIMITATION OF LIABILITY

To the fullest extent permitted by law, Companion Haus will not be liable for indirect, incidental, consequential, or special losses arising from the use of our Services or products, including but not limited to:

  • loss of profits;
  • loss of opportunity;
  • loss of data;
  • business interruption;
  • delays caused by third-party shipping providers or suppliers.

Companion Haus will not be liable for delays, failures, or interruptions caused by circumstances outside our reasonable control, including but not limited to:

  • courier disruptions;
  • customs delays;
  • supplier interruptions;
  • natural disasters;
  • internet or technical failures.

Where liability cannot be excluded by law, Companion Haus’ liability will be limited to the extent permitted under applicable New Zealand legislation.

New Zealand Consumer Rights

Nothing in this section limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection laws.

 

SECTION 17 – CHANGES TO THESE TERMS

Companion Haus may update or amend these Terms of Service from time to time to reflect changes in our business operations, products, legal obligations, or website functionality.

The most current version will always be published on this page.

Where changes are material, we may take reasonable steps to notify customers through the website or other appropriate means.

Your continued use of the Services following updates to these Terms constitutes acceptance of the revised Terms.

 

SECTION 18 – GOVERNING LAW

These Terms of Service and any disputes arising from your use of the Services or purchases made through Companion Haus are governed by the laws of New Zealand.

You agree that any disputes relating to these Terms or the Services will be subject to the non-exclusive jurisdiction of the courts of New Zealand.

 

SECTION 19 – CONTACT INFORMATION

Questions about these Terms of Service may be directed to:

Companion Haus
Email: admin@companionhaus.co.nz