Cancellation policy

Subscription, Pre-order and Special-order Cancellation Policy

This policy explains recurring subscription payments, the minimum purchase commitment and how to request changes or cancellation. Separate terms for pre-orders and special orders appear below.

Subscribe & Save: eligible pet food

Subscribe & Save provides a 15% discount on eligible Addiction and Black Hawk food. Eligibility is shown by the subscription option on the product page. The discount applies to eligible food, not delivery charges.

You select your order frequency when subscribing. Scheduled order intervals range from 1 to 12 weeks and must not exceed 12 weeks.

Minimum commitment: four bags in total

New Subscribe & Save subscriptions entered into under these terms require a minimum purchase of four bags of eligible pet food through the subscription before cancellation. All four bags must be paid for and supplied. The first subscription order counts towards this minimum.

This is a minimum of four bags in total over the subscription, not four bags in every order and not necessarily four separate orders. For example, one bag per order meets the minimum after four completed orders; two bags per order meets it after two completed orders.

After the four-bag minimum has been completed, you may cancel future subscription orders before the next scheduled payment is processed. The subscription does not end automatically when four bags have been purchased; it continues until cancelled.

This minimum commitment is not applied retrospectively to subscriptions entered into before these terms were introduced. Nothing in this policy limits your rights under New Zealand consumer law.

Automatic recurring payments

Subscribe & Save is a recurring purchase, not a one-off discounted order. By selecting a subscription and completing checkout, you authorise automatic payment for each scheduled order, including applicable delivery charges, and agree to the four-bag minimum commitment described above. Review the product, frequency, price and delivery charges shown at checkout before confirming your purchase.

If you do not wish to use recurring payments or commit to purchasing at least four bags, you may purchase food at the standard website price using the one-time purchase option.

Delivery and collection

Subscription orders may be collected or delivered. Subscribing does not automatically entitle you to free delivery.

Free delivery on orders of $150 or more is limited to the scheduled Wednesday local run serving Mangonui, Coopers Beach, Cable Bay, Taipa and Hihi, or courier delivery to urban addresses in Kaitaia and Kerikeri.

Orders for the Wednesday local run must be placed by 4pm Tuesday. Contact us to coordinate subscription orders with this run. Local delivery on other days costs $10 regardless of order value. Rural courier addresses and addresses outside the eligible urban courier areas do not qualify for free courier delivery.

Please refer to our Shipping, Delivery and Collection Policy for full delivery conditions and charges. Shop and Gravel Pit Market collections must be arranged with us in advance.

Changing or cancelling your subscription

To manage your subscription, use the subscription management link provided in your order confirmation email. You may also request a change or cancellation by calling or texting 021 059 1729 or emailing orders@doubtlessbaypetresort.co.nz.

Cancellation of a new subscription under these terms is available once the four-bag minimum commitment has been completed, subject to your rights under New Zealand consumer law. If you have a concern before completing the minimum, please contact us to discuss it.

To avoid a further scheduled payment after completing the minimum, arrange cancellation before that payment is processed. If requesting cancellation through us, contact us in advance and obtain confirmation that the cancellation has been completed.

Cancelling a subscription stops future subscription orders; it does not automatically cancel or refund an order for which payment has already been processed. If a payment has already been taken, contact us promptly to discuss that order. Our Returns Policy and your rights under New Zealand consumer law continue to apply.

For assistance with changes to your order frequency, delivery details or collection arrangements, please contact us before your next scheduled payment.

Pre-orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product. We may collect no payment or a partial deposit at checkout, and then fulfill and charge the full or remaining payment at a later date.

• Cancellation: You can cancel a partially paid pre-order that has not yet been fulfilled.
• Fulfilled Orders: Once a pre-order has been fulfilled, it cannot be cancelled, but you may request a full or partial refund, depending on the circumstances.

See our Returns Policy for more details on returns and refunds.

Special Orders

Some products are not regularly kept in stock and may need to be specially ordered. These items are generally not eligible for cancellation, return, or refund, unless they are faulty or not as described.

• Cancellation: Once a special order has been placed, it cannot be cancelled unless the product is faulty, damaged, or does not meet the specifications.
• Returns: Special order products are not eligible for return unless they are faulty, damaged, or not as described.
• Product Classification: Doubtless Bay Pet Resort reserves the right to determine which products are classified as special orders and which are considered regularly stocked items.