Coopers Pet Kitchen Membership Terms and Website Terms of Use

These Terms were last updated on 21st October 2019


  1. Website
    1. Site: This website [https:\\] (the Website) is operated by CPK Limited. 
    2. Agreement to be bound:  These membership terms and website terms of use (Terms) and our Privacy Policy apply to all users of our Website, whether as a Member or as a visitor.
    3. Not agree:  If you do not agree to be bound by these Terms and the Privacy Policy, then you must stop browsing, accessing or using the Website.
  2. Defined Words
    1. In these Terms, the following words have these meanings:
      “Affiliated Website” means any website (other than the Website) owned or operated by CPK Limited.
      “Content” means any software, data, information, picture, graphics and other materials published or made available on the Website, including all third-party content and User Generated Content.
      “Delivery” means providing the Products set out in a product order to you or leaving the Products set out in a product order at the front door or similar point at the address supplied by you in the product order, or any particular point specified by you in the product order, or where a signature is required, at the time the goods are handed over and signature is obtained from a person at the relevant site.
      “GST” means goods and services tax as set out in the Goods and Services Tax Act 1985.
      "Member" means a user that has completed our registration process and created an account while they maintain that account.
      "Product" means the goods and/or services being offered by us and promoted through the Website or Affiliated Website.
      “Subscription” has the meaning given to that term in clause 5.1. 
      “Unacceptable” means anything that is defamatory, harmful, offensive, upsetting, obscene, inappropriate, false, misleading, unsuitable for persons under the age of 18 years, in violation of any law or regulation, or otherwise considered by us as being unacceptable. 
      "User" means any user of the Website who is not a Member.
      “User Generated Content” means any information and materials uploaded or generated by Users and/or Members (which may include you).
      “We", "us", "our" and “Website” are a reference to CPK Limited.
      “Website” has the meaning given to that term in clause 1.1.
      “You" and "your" are a reference to you.
  3. Conduct of Users
    1. In accessing and using the Website or any Affiliated Website whether as a User or a Member, you acknowledge and agree that you will not do any of the following:
      (a)    post or transmit any Content that is or is reasonably likely to be Unacceptable;
      (b)    abuse, harass, stalk, threaten, breach the confidence of or otherwise violate the rights (such as rights of privacy and publicity) of others;
      (c)    post or transmit Content that infringes the intellectual property rights of any person;
      (d)    access an account, without authority, that is not your own or impersonate any other User or Member;
      (e)    manipulate or access, without authority, any part of the Website or any Affiliated Website, or post or transmit any Content that contains any virus or other destructive component;
      (f)    commit or encourage a criminal offence, or post or transmit any Content that is prohibited by or violates any applicable law or regulation;
      (g)    transmit any unsolicited advertising, promotional materials or any other forms of solicitation, unless expressly authorised by us; or
      (h)    any other conduct that otherwise breaches the Terms.
  4. Membership specific terms
    1. Members:  Clauses 4 and 5 apply to your use of the Website as a Member.  If you are not a Member, then the terms in clauses 4 and 5 do not apply to you.
    2. Registering:  To become a member of the Website, you must complete the online registration form, which will include creating a user login and password.  By completing the registration process and/or accessing the Website as a Member, you are stating that you are eligible for membership and that you agree to be bound by the membership specific terms set out in clauses 4 and 5, in addition to the other terms in these Terms and the Privacy Policy, without qualification.  We reserve the right to reject any application for membership.
    3. Details:  You confirm that any information you provide to us relating to you and your pet through the membership registration process, or subsequent to registration, is current, complete and accurate at the time you provide it is not misleading or deceptive, or likely to mislead or deceive.  If your details or your pet’s details change whilst you are a Member, you agree to update such information in a timely manner (which can be done by logging onto the Website).
    4. User id and password:  You must ensure that your user id and password is kept secure and confidential and not revealed to any other person. You are entirely responsible for all activities that occur through the use of your user id and password.  You must notify us immediately of any unauthorised use of your user id and password or any other breach of security. Following any unauthorised use, you will cease using that password and create a new unrelated password. You indemnify us, our directors, officers and employees against all costs, expenses and damages incurred in connection with any claim arising from any reasonable reliance by us on any use of your password, including us disclosing information relating to your membership and Subscription with us.
    5. Communications:   Where, on registering as a Member or subsequently, you indicate that you wish to receive email communication or mobile phone text messages from us, we may continue to communicate with you using such technology until you indicate otherwise. These communications may include information about our Products and features of the Website, notices about applicable fees and charges, transactional information and other information concerning or related to the Website, Products and/or product orders.  You may opt-out of receiving: 
      (a)    email communication at any time by using the unsubscribe link in any email; and
      (b)    mobile phone text messages by following the instructions set out in any text message.
    6. User-Generated Content:  The Website may include User-Generated Content. We will endeavour to monitor, approve and/or moderate all User-Generated Content prior to such content being published on the Website.  We reserve the right to delete, edit or move any User-Generated Content uploaded and/or published which is, in our sole discretion, Unacceptable. Any views expressed in any User-Generated Content do not necessarily represent our views or values.  If you believe that any User-Generated Content is Unacceptable, or if you would otherwise like to complain about it, you can contact us here
    7. Warranties and acknowledgments:  In relation to any content you submit to the Website as a Member, you:
      (a)    warrant that you are the owner of the content or are otherwise authorised or licensed to provide it to us;
      (b)    warrant that the content is not Unacceptable; 
      (c)    grant us a non-exclusive, worldwide, perpetual, royalty-free licence to use and republish your content in any format, and to exercise all copyright, moral and publicity rights relating to your content; 
      (d)    acknowledge that we may edit your content for brevity, style or clarity; and
      (e)    acknowledge that if we use and republish your content in accordance with clause 4.8(c) we would attribute such content to you and we would still attribute such content to you if we make minor edits to your content.
    8. Guarantee: We hope your dog enjoys their Coopers Pet Kitchen dog food. However, if your dog does not eat our dry food we will refund you the original order price of that food.
      To claim your 100% money back guarantee we require you to contact us at within 14 days of the food arriving at your nominated address. The email must be sent to us from the email address associated with your account (so we can confirm you are the account holder), and must include the details of why you wish to return the food. If you have had a delivery for more than one dog, we also need to know for which dog you are making the claim.
      It is your responsibility to arrange return of the remaining portion of the food to us, we will provide the returns address when you contact us. The cost of the return is to be paid for by you.
      The refund amount will be for the items for which the claim under the 100% money back guarantee is made. The refund amount will be for the full value of the price charged to your credit or debit card for this order as a maximum. The full value price means the final price paid after any promotional discounts or account credits have been redeemed or applied for that purchase
      We will arrange a refund within a reasonable period of the initial email being received by us from you, provided the product has been returned to us. This will be repaid onto the card you originally used to pay for the order, and we will notify you once this refund has been issued by us – it can take up to 7 working days from this point for the payment to be credited to your account
      The 100% money back guarantee only applies to the first delivery on your Coopers Pet Kitchen account and claims are limited to one per household and / or Coopers Pet Kitchen account holder
    9. Termination:  We reserve the right in our sole discretion to terminate your membership at any time if you violate these Terms.
  5. Subscription
    1. Subscription:  Following your registration as a Member, we will recommend:
      (a)    the type and amount of the Products to feed your pet (Meal Plan); and
      (b)    frequency of ordering and delivery of the Products based on the Meal Plan (Delivery Schedule),
      for your pet based on information provided by you relating to your pet including, but not limited to, the pet’s age, breed, activity level, time period covered, weight, daily intake of food and treats (Subscription).
    2. Monitoring:  You acknowledge that the Meal Plan provided and recommended by us is intended as a guide only and based on the information provided by you. Every pet is different, and it is your responsibility as the pet’s owner to monitor your pet’s weight and condition, and to let us know any changes in either weight or condition as these may impact the Subscription and recommended Product for your pet. If you have any concerns about your pet’s weight and condition, you should consult your vet.
    3. Ordering:  Your first order for your Subscription will be placed by you on confirmation of the start of your Subscription.  Future orders will be placed by us based on the Delivery Schedule for your Subscription.  Once the order is processed by us, a confirmation and receipt will be emailed to your contact email address.
    4. Delivery schedule:  The date of Delivery for your first Subscription is selected by you prior to confirmation of the start of your Subscription. Future Deliveries run on a regular schedule depending on your Subscription. The delivery schedule is visible to you as part of your Subscription details (including the price of the next order to be shipped and the delivery date for that next order). Actual Delivery times may vary based on your location, our Product availability and other circumstances impacting delivery out of our control (including public holidays). We are not responsible for any delays in Deliveries out of our control.
    5. Changes:  The Subscription recommended by us may change over time in content, composition and specific feeding instructions for your pet, based on specific factors including, but not limited to, the pet’s age, breed, activity level, time period covered, weight, daily intake of food and additional items such as treats, which can have an impact on the pet and effect the Product. The accuracy and appropriateness of the Product recommended and supplied relies on you regularly supplying information about your pet. Where we propose to change your Subscription, we will advise you of the proposed changes by emailing the email address associated with your account at least [five] business days prior to any proposed change taking effect.  If we do not receive a response from you within those [five] business days, the proposed change to your Subscription will take effect from your next delivery date.
    6. Amendments:  Any changes you make to your pet’s information may change the price of your Subscription and we will display this price to you once you have submitted the changes.
    7. Prices:  The total price paid by you for the Subscription is the price of the Products in each specific order plus costs and expenses of supply and delivering the Products, calculated on the day that order is processed in accordance with clause 5.3. 
    8. Termination:  Your Subscription will remain in place unless you give notice of termination. You can terminate your Subscription at any time by navigating to your pets profile and selecting cancel Subscription. Your Subscription will still be charged and delivered if your notification of termination is within 24 hours of your next scheduled delivery in accordance with clause 5.4.
    9. Reactivation:  If you terminate your Subscription and reactivate at a different time, the price for the reactivated Subscription may be different to the price in effect for the plan at the time of termination.  
    10. Cancellation:  We reserve the right to refuse or cancel Subscription orders at our sole discretion. If we do this, you will only be charged for Subscription orders that have been shipped to you.
    11. Transitioning:  You agree to follow our transition guides to transition your pet to the Products.  You acknowledge if you choose not to follow our transition guides, your pet may become sick. You also acknowledge that even if you follow our transition guides, your pet may become sick because its protein intake has changed. We have a customer support team available to assist and answer any questions you may have, but you will not hold us liable for any direct or indirect losses and costs incurred if your pet becomes sick. If you have concerns about your pet’s health, you should consult your vet.
  6. Non-subscription based orders
    1. Ad-hoc purchasing:  We are unable to provide Ad-Hoc purchasing as the recommendation we make is based on you becoming a member and telling us about your pet. 
    2. No liability:  You acknowledge and agree that if you do not register as a Member and create a Subscription, then we are unable to consider whether certain Products and the feeding quantity of that Product are right for your pet.  
  7. Prices and payment
    1. Prices:  Prices displayed on the Website and any Affiliated Websites are in New Zealand dollars. We may change the price of Products from time to time and where we do those prices will be displayed on the Product page.
    2. GST: Unless otherwise expressly stated, all amounts specified on the Website and any Affiliated Websites are GST inclusive.
    3. Payment method: You must pay for your Subscription or any Products purchased with a debit card, credit card or any other payment method that we make available from time to time. In doing so, you acknowledge that:
      (a)    additional bank charges may apply to certain transactions; 
      (b)    you are liable for all costs associated with any default in payment for any Product order; and
      (c)    title to the Products will pass to you on receipt of full payment for the relevant Products.
    4. Payment processing:  Payments are processed by an independent third-party service provider. To allow the processing of payment and in accordance with our Privacy Policy, we provide certain personal information about you to that third-party provider.
    5. Payment information:  We may securely store and use credit card or other payment account information provided by you to make withdrawals from your account in exchange for payment for any Product confirmed in a product order.  You will have the option to choose to allow us to store your credit card or other payment account information by checking the “Remember details for next time” checkbox at the time of payment. If you elect not to store your credit card or other payment account information you will need to resubmit this information for each purchase made from the Website.
  8. Delivery
    1. Delivery address: Delivery of Products is only available in New Zealand and only to a physical address. We will not deliver to Post Office boxes.
    2. Loss or damage: We will bear the risk of loss or damage to the Products until Delivery. Risk in the Products will pass to you on Delivery.
    3. Non-delivery: If we accept that a Product was not delivered, or that Products delivered were spoiled or damaged when delivered, we will refund the amount paid for the affected products or we will resupply them.
    4. Signature required: If you selected that a signature is required, or a Product you selected requires a signature, you are responsible for being available to sign for the delivery. If you are not available and the delivery was unsuccessful because obtaining a signature was not possible, you may be charged an additional fee for re-delivery or you will need to make arrangements with the courier company to collect the goods.
    5. Exclusion of liability: You acknowledge and agree that:
      (a)    Quoted delivery times are estimates only;
      (b)    Delivery to rural addresses may take longer than the time indicated and some delivery options may not be available; and
      (c)    To the extent permitted by law we will not be liable to you for any damages, costs or expenses of any kind, suffered or incurred by you due to the Product order or Subscription not being fulfilled or the Products not being delivered within the anticipated delivery time.
  9. Products and returns
    1. Returns:  We want you to be satisfied with the Products you receive from us. If you are not satisfied and do wish to return any Product to us please contact us within 30 days of receiving the Product from us following these steps:
      (a)    Email us at from the email address associated with your account.
      (b)    Include details of the Product you wish to return and a reason for the return. 
    2. Further information:  We may request further information from you regarding your return.
    3. Product returns:  If we require Products to be returned to us, we will communicate this to you and arrange collection. Please take reasonable care of the Products whilst in your possession prior to any return. We will inspect the returned Products on arrival.
    4. Refunds:  If a fault is agreed on our part and/or refund agreed, we will endeavour to refund you for the cost of the item being returned, within 5 business days.
  10. Disclaimer, limitation of liability, indemnity and warranties 
    1. Updates:  We reserve the right to update and amend any information on the Website at any time.
    2. Exclusion of liability:  To the maximum extent permitted by law, we will not be responsible or liable to you or any other person for any loss or damage:
      (a)    in relation to your access and use of the Website, including if the Website is unavailable (in whole or part) or performing slowly; or
      (b)    in connection with any errors, omissions or misstatements in any material on the Website. 
      This exclusion applies regardless of whether our responsibility or liability arises in contract, tort (including negligence), statute or otherwise and for any loss or damage however caused (including direct, indirect, incidental, special or consequential loss or damage).   
    3. Indemnity:  You will take all necessary action to defend and indemnify us and our directors, officers and employees against all loss and damages suffered or incurred in connection with any claim brought by a third party against us arising from a breach by you of these Terms or the Privacy Policy. 
    4. Warranties: Warranties, conditions or obligations may be implied or imposed by the Consumer Guarantees Act 1993 (CGA), which cannot be excluded, restricted or modified. This clause is not intended to limit your rights under the CGA, except where Products are purchased for business purposes, or used in a business, in which case we:
      (a)    to the extent permitted by law, expressly contract out of all provisions of the CGA; and
      (b)    will not be liable to you in any event, whether in contract, tort (including negligence), statute or otherwise and for any loss or damage however caused (including direct, indirect, incidental, special or consequential loss or damage) for any loss of goodwill or loss of profits for an amount in excess of the amount paid by you to us for the Product.
  11. Linked sites
    1. Third parties:  The Website may contain links to other third-party websites (Linked Sites). Linked Sites are not operated, controlled, or maintained by us and are provided for your convenience only. 
    2. Liability:  You access Linked Sites at your own risk and to the maximum extent permitted by law we will not be:
      (a)    responsible for the availability, content, security, policies, or practices of any Linked Sites; or
      (b)    liable for any loss or damage (including direct, indirect, incidental, special or consequential loss or damage) suffered by you from accessing, using, relying on or trading with third parties; or
      (c)    responsible or liable for any dealings that you have with the third party.
    3. No approval:  Any link to a Linked Site does not constitute sponsorship, endorsement, or approval by us of the content, policies, or practices of such Linked Sites. 
  12. General
    1. Suspension and termination:  Without prejudice to any other rights and remedies available to us, if we consider that you have breached these Terms, we may immediately and without written notice to you, suspend or terminate your access to the Website (or any part of the Website).  On suspension or termination, you must immediately cease using the Website and must not attempt to gain access to the Website.
    2. Amendments:  We reserve the right to change these Terms and the Privacy Policy (Amendments) at any time. Any Amendments will be posted on this page on the Website (and the “last updated” date will be updated).  By continuing to access the Website and Affiliated Websites you agree to be bound by the Amendments. We recommend you regularly review these Terms and the Privacy Policy to see any updates or changes to our Terms.
    3. Law:  These Terms are governed by and will be construed in accordance with the laws of New Zealand. You submit to the non-exclusive jurisdiction of the courts of New Zealand.
    4. Contact:  If you have any questions or concerns in relation to the Website, Affiliated Website or these Terms, please contact us by sending an email to