Date last updated: 10/07/2026

We respect your privacy and are committed to protecting your personal information.

This policy explains what personal information we collect, how we use and share it, how we keep it safe, and the rights you have over it. We handle your personal information in accordance with the Privacy Act 2020.

By using our website, creating an account, or placing an order with us, you acknowledge and agree to the practices described in this policy.

1. The personal information we collect

Information we collect automatically

When you visit our website, we may automatically collect technical information such as your device and browser type, alongside details about how you use the site.

Information you give us

When you purchase something from our store, we collect the personal information required to fulfil your order – for example, your name, email, delivery and billing address.

Information we collect from others

We sometimes collect personal information about you from someone other than you. An example of this is delivery information for your order as provided by our logistics partner.

You can access or correct this information as described in Section 9.

2. How we use your personal information

We only use your information for the purposes for which it was collected, for a directly related purpose, or where the Privacy Act otherwise permits. This may be to:

• process, fulfil and deliver your orders and autoships;
• process payments and, if required, manage refunds or returns; (see Section 4)
• manage your account and respond to your enquiries;
• provide customer support, and send you transactional messages about your orders;
• send you marketing communications; (see Section 6);
• improve our website, products and service offerings;
• comply with our legal and regulatory obligations; and
• detect and prevent fraud or misuse of our store.

3. When we share your information

We do not sell your personal information. However, we may share it with:

• service providers who help us run our business (for example: payment processing providers; courier services);
• government agencies, regulators or law enforcement if so required by legislation; and
• a buyer or successor if the business is sold, merged or reorganised. In this case we will take reasonable steps to ensure your information remains protected and used consistently with this policy.

4. Payments

Payments for orders and subscriptions are processed by our payment providers – currently Stripe and Afterpay. Your payment is handled on their secure, PCI-DSS-compliant systems. Each provider has its own privacy policy, which we recommend you read.

5. Sending information overseas

Some of our service providers may store or process personal information outside New Zealand.

Where we disclose personal information to a provider overseas, we take reasonable steps to ensure it is protected by safeguards comparable to those under New Zealand's Privacy Act, as required by IPP 12.

6. Marketing and your choices

With your explicit permission, we may send you marketing emails or messages about products, special offers and pet-care information.

We comply with the Unsolicited Electronic Messages Act 2007: every marketing message identifies us as the sender and includes an easy way to unsubscribe.

You can opt out of marketing at any time by using the unsubscribe link in any message. Note that opting out of marketing will not affect transactional messages about your orders or prescriptions.

7. How we keep your information safe

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction. These include secure hosting, encryption of data in transit using current standards (TLS), restricted staff access, and using reputable service providers.

No method of transmission or storage is completely secure, so while we work hard to protect your information, we cannot guarantee absolute security.

8. How long we keep your information

We keep personal information only for as long as we need it for the purposes described in this policy (see Section 2), or for as long as we are required to keep it by law.

9. Your rights: access and correction

Under the Privacy Act 2020 you have the right to:

• ask us to confirm whether we hold personal information about you, and to access that information (IPP 6); and
• ask us to correct your information if you think it is wrong, or to attach a statement of correction if we do not agree (IPP 7).

To make a request, contact us via the details given in Section 11.

10. If something goes wrong: privacy breaches

If we experience a privacy breach that has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner along with any affected individuals as soon as practicable, in line with the notifiable privacy breach requirements of the Privacy Act 2020.

11. Contact us

If you have any questions about this policy, want to access or correct your information, or wish to make a privacy complaint, please contact us via email at hello@vetwarehouse.co.nz.

We will respond as soon as reasonably practicable, and within 20 working days. Note that we take privacy complaints seriously and will work with you to resolve them.

If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner.

12. Changes to this policy

We may update this policy from time to time.

The current version will always be available on our website, with the "last updated" date shown at the top.

If we make material changes, we will take reasonable steps to let you know.