AGREEMENT TO TERMS

These Terms of Use constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you”) and House of Lua Nova Pty (Ltd). T/A Nova Pets (“we,” “us” or “our”), concerning your access to and use of the www.novapets.co.za website.

You agree that by accessing the Site, you have read, understood, and agree to be bound by all of these Terms of Use. If you do not agree with all of these Terms of Use, then you are expressly prohibited from using the Site and you must discontinue use immediately.

We reserve the right, in our sole discretion, to make changes or modifications to these Terms of Use at any time and for any reason.

It is your responsibility to periodically review these Terms of Use to stay informed of updates. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Terms of Use by your continued use of the Site after the date such revised Terms of Use are posted.

USER REPRESENTATIONS

By using the www.novapets.co.za, you represent and warrant that:

(1) all registration information you submit will be true, accurate, current, and complete;

(2) you will maintain the accuracy of such information and promptly update such registration information as necessary;

(3) you have the legal capacity and you agree to comply with these Terms of Use;

(4) you will not access the Site through automated or non-human means, whether through a bot, script or otherwise;

(5) you will not use the Site for any illegal or unauthorised purpose;

(6) your use of the Site will not violate any applicable law or regulation.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Site (or any portion thereof).

USER REGISTRATION

You may be required to register with the Site. You agree to keep your password confidential and will be responsible for all use of your account and password. We reserve the right to remove, reclaim, or change a username you select if we determine, in our sole discretion, that such username is inappropriate, obscene, or otherwise objectionable.

PRODUCTS

We make every effort to display as accurately as possible the colours, features, specifications, and details of the products available on the Site. However, we do not guarantee that the colours, features, specifications, and details of the products will be accurate, complete, reliable, current, or free of other errors, and your electronic display may not accurately reflect the actual colours and details of the products.

Please note that due to the custom handmade nature of our products, slight variations, imperfections or inconsistencies can be expected.

All products are subject to availability, and we cannot guarantee that items will be in stock. We reserve the right to discontinue any products at any time for any reason. Prices for all products are subject to change.

PURCHASES AND PAYMENT

We accept the following forms of payment: Instant EFT | Card Payments | Zapper | Direct bank transfer.

We may change prices at any time. All payments shall be in South African Rands.

You agree to pay all charges at the prices then in effect for your purchases and any applicable shipping fees, and you authorise us to charge your chosen payment provider for any such amounts upon placing your order.

We reserve the right to correct any errors or mistakes in pricing, even if we have already requested or received payment.

We reserve the right to refuse any order placed through the Site. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same payment method, and/or orders that use the same billing or shipping address. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.

Gift Vouchers and Coupons

Nova Pets may from time to time make physical or electronic gift vouchers (“Gift Vouchers”) and promotional coupons or discounts (“Coupons”) available for use on the Website towards the purchase of Nova Pets products. Gift Vouchers and Coupons can only be redeemed while they are valid and their expiry dates cannot be extended. More specifically:

Gift Vouchers

Gift Vouchers that are purchased by registered users are valid for 3 years after Sale. Gift Vouchers that Nova Pets gives away for free are valid for the period stated thereon. In each case, if your Gift Voucher has not been used within that period, it will expire.

Gift Vouchers cannot be used to buy other Gift Vouchers or Coupons. They do not accrue interest and are not refundable for cash once purchased. If your Gift Voucher value is insufficient for the order you wish to place, you may make up the difference by paying via one of our other payment methods.

Nova Pets is not responsible for any harm due to the loss, unauthorised use or unauthorised distribution of a Gift Voucher, after Nov Pets has delivered the Gift Voucher to you or the email address nominated by you.

Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon“), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon“).

Coupons are issued in our sole discretion and we are entitled at any time to correct, cancel or reject a Coupon for any reason (including without limitation where a Coupon has been distributed in an unauthorised manner). Users do not have a right to Coupons, and Coupons cannot be earned. Coupons are issued under specific terms and conditions regulating when and how they may be used.

As a general rule, and unless specified otherwise on the specific Coupon itself:

• each Coupon can only be used once;
• only one Coupon can be used per order;
• only one Coupon can be used on the website per person per promotion/campaign;
• a Coupon must be used at check-out – it cannot be used later on existing orders;
• the value of the Coupon will be set off against the value of your shopping basket and the balance remaining, if any, will be payable by you.

Coupons cannot be used to buy Gift Vouchers or other Coupons, and cannot be exchanged or refunded for cash or credit. Nova Pets is not responsible for any harm due to the loss, unauthorised use or distribution of a Coupon.

If for any reason a Coupon does not reflect in the final amount due from you at check-out, you can contact us at hello@novapets.co.za to confirm if the Coupon is still valid. If we confirm that the Coupon is still valid and you have already placed your order, you can choose whether to cancel the order and place it again with the Coupon, or you can use the Coupon on your next order within the limitations of the specific Coupon’s terms and conditions.

Refer to the “REFUND” section for more details.

You may be required to submit the original communication containing the Coupon code, and any other information reasonably requested by Nova Pets, before you are able to use a Coupon.

SHIPPING POLICY

Normal order processing can take between 5-7 business days (Monday – Friday). Weekends and public holidays not included.

Delivery is scheduled once production is complete. Orders will be delivered within the 1-3 business days thereafter depending on delivery location.

SHIPPING RATES

A flat rate is charged for delivery based on the postal code you provide.

Certain regions falling outside major city centres, remote plots, farms, government buildings, embassies and rural surrounds may be subject to additional delivery charges.

If you fall within one of the above mentioned regions or if you are unsure, please contact customer service on hello@novapets.co.za for precise shipping charges.

Delivery services not available for townships.

FREE SHIPPING

Orders of R550 or more will receive free local shipping. Select method at checkout

RETURN/REFUNDS POLICY

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund/store credit only- subject to terms. Please see below for more information on our return policy.

All returns must be noted within 14 days of the purchase date. All returned items must be in be in new and unused condition.

RETURN PROCESS

To return an item, please email customer service at hello@novapets.co.za to obtain a Return Merchandise Authorisation (RMA) number. After receiving a RMA number, place the item securely in its original packaging with the return form provided and mail your return the following address:

Lua Nova Studio

Attn: Returns

RMA #

Unit 18, Villa Toscana

92 Puttick Avenue, Sundowner

Johannesburg, Gauteng, 2188

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your refund. Please allow at least 7 days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your statement, depending on your bank.

Order cancellations (prior to production) will entail a non-refundable transaction fee.

EXCEPTIONS

The following items cannot be returned or refunded:

Sale items are FINAL SALE and cannot be returned

Delivery fees are strictly non-refundable

Gift Cards are strictly non-refundable or transferrable

Refunds will not be issued for items printed with incorrect details supplied by the customer

Please double check all spelling, phone numbers, etc. Orders will be created exactly as you have requested

USER GENERATED CONTENT

By accessing and purchasing from www.novapets.co.za (the “Website”), you hereby acknowledge and agree to the following terms and conditions related to the use of User Generated Content (“UGC”):

1. Grant of Permission: By accepting these terms and conditions, you grant Nova Pets a non-exclusive, royalty-free, worldwide license to utilise any User Generated Content, for the purpose of marketing and promotional activities, both in print and digital formats.

1. Authorisation to Use Photos: You authorise Nova Pets to use any photos or visual content generated by you for marketing purposes, including but not limited to, the promotion of products, services, and events offered by Nova Pets.

3. Complete Permission to Edit and Alter: You hereby provide Nova Pets with complete and unrestricted permission to edit, alter, modify, or enhance the UGC in any manner deemed appropriate for media advertising and marketing purposes. This includes, but is not limited to, resizing, cropping, retouching, and adding textual or graphical elements.

4. Rights to Copy and Distribute: You grant Nova Pets the right to copy, duplicate, reproduce, and distribute the UGC for promotional and marketing activities, whether online or offline, through various media channels, including but not limited to, social media platforms, websites, advertisements, and printed materials.

5. Waiver of Monetary Compensation: You acknowledge and agree that you will not receive any monetary compensation, royalties, or remuneration of any kind for the use of the UGC as described herein.

6. Indemnification: You represent and warrant that you have the legal right, authority, and permission to grant the aforementioned license and authorisation to Nova Pets for the use of the UGC. You further agree to indemnify and hold Nova Pets harmless against any claims, liabilities, or disputes arising from the use of the UGC as authorized herein.

7. Termination of Permission: You may revoke this permission at any time by providing written notice to Nova Pets. Upon receipt of such notice, Nova Pets will cease using the UGC for marketing purposes, but any prior use shall not be affected.

QUESTIONS

If you have any questions concerning our return policy, please contact us at:

hello@novapets.co.za

PRIVACY POLICY

We care about data privacy and security. Please review our Privacy Policy https://novapets.co.za/privacy-policy/ posted on the Site. By using the Site, you agree to be bound by our Privacy Policy, which is incorporated into these Terms of Use. Please be advised the Site is hosted in South Africa

MODIFICATIONS AND INTERRUPTIONS

We reserve the right to change, modify, or remove the contents of the Site at any time or for any reason at our sole discretion without notice. However, we have no obligation to update any information on our Site. We also reserve the right to modify or discontinue all or part of the Site without notice at any time.

We will not be liable to you or any third party for any modification, price change, suspension, or discontinuance of the Site.

We cannot guarantee the Site will be available at all times. We may experience hardware, software, or other problems or need to perform maintenance related to the Site, resulting in interruptions, delays, or errors. We reserve the right to change, revise, update, suspend, discontinue, or otherwise modify the Site at any time or for any reason without notice to you.

You agree that we have no liability whatsoever for any loss, damage, or inconvenience caused by your inability to access or use the Site during any downtime or discontinuance of the Site. Nothing in these Terms of Use will be construed to obligate us to maintain and support the Site or to supply any corrections, updates, or releases in connection therewith.

USER DATA

We will maintain certain data that you transmit to the Site for the purpose of managing the performance of the Site, as well as data relating to your use of the Site. Although we perform regular routine backups of data, you are solely responsible for all data that you transmit or that relates to any activity you have undertaken using the Site.

You agree that we shall have no liability to you for any loss or corruption of any such data, and you hereby waive any right of action against us arising from any such loss or corruption of such data.

CONTACT US

In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:

House of Lua Nova Pty (Ltd).

+27 83 454 1690

hello@novapets.co.za