Terms of Service
Last updated: 26 March 2026
1. Who we are
These Terms of Service govern your use of our New Zealand store and your purchases from SafeEcom Global LLP, trading as FluffyPuppy.
Registered in: England & Wales (LLP)
Company number: OC460051
Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Phone: +44 7831 040926
Email: support@fluffypuppypetstore.com
In these Terms, “we”, “us”, and “our” mean SafeEcom Global LLP trading as FluffyPuppy. We are selling in trade. New Zealand’s Fair Trading Act requires online traders to disclose trader status clearly where consumers can complete a purchase.
2. Scope and acceptance
By accessing our website or placing an order through our New Zealand store, you agree to these Terms, together with our Privacy Policy, Shipping Policy, and Return and Refund Policy.
You must be at least the age of majority in New Zealand, or have permission from a parent or legal guardian to use this site.
We may update these Terms from time to time. The version published on the site at the time of your use or purchase will apply.
3. New Zealand market scope
These Terms apply to orders placed through our New Zealand store and to deliveries to eligible addresses in New Zealand.
4. Products, pricing, and availability
We describe and present our products in good faith. Product images, colours, textures, and finishes may vary slightly depending on your screen, device settings, or production batch.
Prices, promotions, and product availability may change from time to time. If we discover a genuine pricing, description, or availability error, we may correct it. If that affects an order you have already placed, we will contact you with the available options, including cancellation and refund where appropriate.
We may limit quantities per order, household, or customer where reasonably necessary. We may also refuse or cancel an order where fraud, misuse, resale abuse, or other improper activity is reasonably suspected.
New Zealand’s Fair Trading Act prohibits misleading and deceptive conduct, false claims, and withholding important information that creates a misleading impression, so pricing and product information should remain clear and accurate.
5. Orders and contract formation
When you place an order, you are making an offer to buy the selected products.
We accept that offer when we send you a shipment confirmation or otherwise confirm dispatch of the goods.
We may decline or cancel an order before dispatch if, for example:
- the item is unavailable
- payment cannot be authorised or completed
- fraud or security checks raise concerns
- the shipping address is unsupported
- there is a clear product, pricing, or listing error
If we cancel an order before dispatch, we will refund any amount paid for that order.
If you need to request a change or cancellation, please contact us as soon as possible. We will do our best to help before processing or dispatch begins, but once an order has moved into fulfilment or shipping, changes may no longer be possible.
6. Payments
We accept the payment methods shown at checkout.
Payment card details are processed by our payment providers. We do not store full card details on our own systems.
We do not offer recurring subscription billing through our store. If you choose a third-party instalment or financing option at checkout, any scheduled payments or finance terms are handled by that provider under its own terms.
Orders flagged as high-risk may require additional verification or may be cancelled and refunded.
7. Shipping and delivery
Our usual processing time is 1–2 business days after payment approval. Estimated transit times vary by destination and shipping method selected.
We use a mix of local and cross-region fulfilment. Where local stock is unavailable, some items may be shipped from another fulfilment location, including our Asia fulfilment network.
Once your order ships, we will send tracking details. Delivery timeframes are estimates only and may be affected by stock location, customs, carrier delays, weather events, peak periods, and other factors outside our reasonable control.
For some higher-value orders, signature on delivery may be used.
More detail is available in our Shipping Policy.
New Zealand consumer guidance says that if a trader arranges delivery, the trader is responsible for making sure products arrive on time and undamaged, and if no timeframe was agreed, delivery should happen within a reasonable time.
8. Returns, refunds, cancellations, and consumer guarantees
Our ordinary return process and any additional store return window are described in our Return and Refund Policy.
Nothing in these Terms limits any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.
Under the CGA, goods sold to consumers in New Zealand come with automatic guarantees, including acceptable quality, fitness for purpose, compliance with description, and delivery where applicable. If goods do not meet those guarantees, the customer may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the problem. The CGA also says businesses generally cannot contract out of these rights in consumer transactions.
For change-of-mind purchases, New Zealand law is different from the UK/EU approach. Customers are not automatically entitled to a refund or exchange just because they change their mind, unless a specific legal cooling-off rule applies to that type of sale or unless the store offers a voluntary change-of-mind return policy. Any voluntary change-of-mind returns we offer are set out in our Return and Refund Policy.
9. Chargebacks and disputes
If there is a problem with your order, please contact us first. Most issues can be resolved more quickly through customer support than through a payment dispute process.
We may challenge chargebacks that we reasonably believe are fraudulent or inaccurate, including by relying on delivery, tracking, communication, and order records.
Nothing in these Terms restricts any rights you may have under applicable law.
10. Acceptable use
You must not use the site:
- for any unlawful purpose
- to infringe the rights of others
- to upload or transmit malicious code
- to interfere with the operation or security of the site
- to misuse coupons, promotions, review features, or other customer-facing tools
- to probe, scan, or test vulnerabilities of the site or associated systems without authorisation
We may suspend or restrict access where reasonably necessary to protect the site, our business, other customers, or third parties.
11. Intellectual property
All content on the site, including text, graphics, logos, product imagery, site design, and other materials, is owned by us or licensed to us and is protected by intellectual property laws.
You may use the site for personal, non-commercial shopping use only. You must not copy, reproduce, distribute, publish, modify, or commercially exploit site content without our prior written permission.
12. Third-party services and links
Our website may include links to third-party websites, payment tools, instalment providers, apps, or services.
We do not control those third-party services and are not responsible for their content, availability, terms, or privacy practices. Your use of those services is governed by the relevant third party’s own terms and policies.
13. Privacy
Personal information is handled in line with our Privacy Policy.
If we use cookies, analytics tools, pixels, or similar technologies, those are described in our Privacy Policy and any related privacy settings made available on the site.
14. Fairness of these Terms
These Terms are intended to be written in clear and understandable language.
Nothing in these Terms is intended to create an unfair imbalance between your rights and ours, or to remove rights that mandatory law gives you. If any provision is found to be unfair or unenforceable under applicable law, that provision will not bind the consumer, but the rest of the Terms will continue to apply to the extent permitted by law.
The Fair Trading Act addresses unfair contract terms in standard form consumer contracts, and the Commerce Commission says businesses using standard consumer contracts should make sure their terms are fair.
15. Liability
We provide the site and our products with reasonable care and in accordance with applicable law.
We do not promise that the site will always be uninterrupted, error-free, or available at all times.
To the maximum extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of opportunity, or loss not caused by our breach.
However, nothing in these Terms excludes, restricts, or modifies any right, remedy, guarantee, or liability that cannot lawfully be excluded, restricted, or modified under applicable law, including rights under the Consumer Guarantees Act and protections under the Fair Trading Act.
16. Governing law
These Terms are governed by the laws of England and Wales, except to the extent that mandatory consumer protection laws in New Zealand apply.
Nothing in these Terms is intended to deprive a New Zealand consumer of mandatory protections available under applicable law.
I have not used a rigid exclusive-courts-only consumer clause in the New Zealand version. The safer approach is to preserve mandatory consumer rights and avoid standard terms that could be challenged as unfair.
17. Complaints
If you have a complaint, please contact us first at support@fluffypuppypetstore.com.
New Zealand consumers can also seek help through Consumer Protection or the Commerce Commission depending on the issue. Consumer Protection guidance explains consumers’ rights for delivery, change-of-mind, refunds, and online shopping, while the Commerce Commission enforces fair trading and unfair contract term rules.
18. Contact
SafeEcom Global LLP t/a FluffyPuppy
Company number: OC460051
Address: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Phone: +44 7831 040926
Email: support@fluffypuppypetstore.com