Terms of service

Last updated: September 2026

These Terms of Service govern your use of the WoolAid website and any purchases made through our online store.

By accessing our website or placing an order with WoolAid, you agree to these Terms of Service.

Nothing in these terms limits any rights or remedies available to you under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or any other rights that cannot lawfully be excluded.

1. About WoolAid

This website and online store are operated by WoolAid Limited.

Throughout these terms, “WoolAid”, “we”, “us” and “our” refer to the business operating the WoolAid website and online store.

Business details:

WoolAid Limited
NZBN: 9429047535251
c/- Level 3, 47 Salisbury Street
Christchurch 8013
New Zealand
Email: orders@woolaid.com

2. Using our website

You may use this website for lawful personal and commercial purposes consistent with these terms.

You must not:

  • use the website for unlawful or fraudulent purposes
  • attempt to interfere with the security or operation of the website
  • introduce viruses, malicious code or other harmful material
  • attempt to gain unauthorised access to any part of the website
  • reproduce or commercially exploit WoolAid content without permission

We may restrict access to the website where reasonably necessary to protect WoolAid, our customers or the operation of our systems.

3. Products and product information

We aim to ensure that product descriptions, images, specifications, pack quantities and other information displayed on our website are accurate and up to date.

Actual product appearance may vary slightly from images due to packaging updates, screen settings or other minor differences.

Any material statements about the performance, characteristics or benefits of WoolAid products are intended to reflect the information and evidence available to us at the time they are published.

Nothing in these terms reduces our obligation to ensure representations about our products are accurate and not misleading.

4. Product use

WoolAid products should be used in accordance with the instructions, warnings and information supplied with the relevant product.

Information provided on our website is intended to support customers in understanding and using WoolAid products. It is not intended to replace professional medical advice, diagnosis or treatment where this may be required.

If you have concerns about a wound, medical condition or the suitability of a product for your circumstances, you should seek advice from an appropriate healthcare professional.

5. Product availability

All products are subject to availability.

We may:

  • limit the quantity of a product available for purchase
  • temporarily remove unavailable products
  • discontinue products
  • update product specifications or packaging

If a product becomes unavailable after you place an order, we will contact you and provide an appropriate solution, which may include a refund for the unavailable item.

6. Pricing

Prices are displayed in the currency shown on the website at the time of purchase.

Where applicable, prices include or exclude GST as clearly indicated.

Shipping charges and any other applicable costs will be shown before you complete checkout.

For international customers, additional duties, taxes or import charges may apply. These are generally determined by authorities in the destination country and are the responsibility of the customer, as explained in our Shipping Policy.

We aim to display accurate pricing at all times. If an obvious pricing or technical error occurs, we may contact you before fulfilling the order to confirm the correct price or offer you the option to cancel the affected item for a full refund.

7. Payment

Payment must be made using one of the payment methods available at checkout.

By submitting payment information, you confirm that you are authorised to use the relevant payment method.

Payment processing may be carried out by third-party payment providers. Their own terms and privacy practices may also apply.

8. Orders

When you place an order, you are making an offer to purchase the products in your cart.

You will normally receive an electronic confirmation after your order has been submitted.

We may contact you or cancel an order where there is a legitimate reason to do so, including:

  • a product being unavailable
  • an obvious pricing or listing error
  • payment being declined
  • suspected fraud or unauthorised payment
  • incorrect or incomplete delivery information
  • an order exceeding reasonable quantity limits

If we cancel an order after payment has been received, we will refund the relevant amount.

9. Shipping and delivery

Shipping rates, dispatch timeframes, estimated delivery times and information relating to international duties are set out in our separate Shipping Policy.

You are responsible for providing complete and accurate delivery information.

WoolAid remains responsible for meeting its obligations under applicable consumer law. Under the Consumer Guarantees Act, goods must be delivered within the agreed timeframe or within a reasonable time where no specific timeframe has been agreed.

Free New Zealand shipping

WoolAid may offer free shipping on qualifying orders delivered within New Zealand.

Unless otherwise stated:

  • free New Zealand shipping applies to eligible orders of NZ$60 or more
  • the offer applies to eligible New Zealand delivery addresses only
  • the qualifying order value is calculated in accordance with the conditions displayed at checkout
  • the free shipping promotion cannot be combined with another discount code or promotional offer, including the WoolAid first-purchase welcome discount

Any different or additional shipping promotion conditions will be communicated alongside the relevant offer.

10. Returns, refunds and replacements

Our approach to change-of-mind returns, damaged products, faulty goods, replacements and refunds is set out in our separate Returns & Refunds Policy.

WoolAid does not generally accept returns simply because a customer has changed their mind or ordered the wrong product.

However, this does not affect your rights under applicable consumer law.

If a product is faulty, unsafe, does not match its description, is not fit for purpose or otherwise fails to meet applicable consumer guarantees, you may be entitled to an appropriate remedy.

11. Promotions and discount codes

From time to time, WoolAid may offer:

  • discount codes
  • promotional pricing
  • bundles
  • limited-time offers
  • free shipping promotions
  • other customer offers

Additional terms may apply to individual promotions and will be communicated alongside the relevant offer.

Unless otherwise stated:

  • only one discount code or promotional offer may be applied to an order
  • discount codes cannot be combined with other discount codes, promotional offers or free shipping promotions
  • promotional offers cannot be exchanged for cash
  • discount codes cannot be used after their expiry date
  • offers may apply only to selected products, customers or regions
  • promotions are subject to availability
  • WoolAid may specify additional eligibility requirements for individual promotions

First-purchase welcome offer

Customers who sign up to receive WoolAid marketing emails may be eligible to receive 10% off their first WoolAid online order.

Unless otherwise stated, the welcome offer:

  • is available to eligible customers making their first WoolAid online purchase
  • provides 10% off eligible products in the order
  • may be used once per customer
  • cannot be combined with another discount code or promotional offer
  • cannot be combined with WoolAid’s free New Zealand shipping promotion on qualifying orders of NZ$60 or more
  • may exclude gift cards or other products where specified
  • is subject to any additional eligibility conditions displayed alongside the offer

The free shipping promotion for qualifying orders of NZ$60 or more applies to eligible New Zealand deliveries only.

Any material conditions relating to a promotion will be communicated clearly alongside the relevant offer.

12. Reviews and user-submitted content

Where customers submit reviews, photographs, testimonials or other content to WoolAid, they confirm that they have the right to provide that material and that it does not infringe another person’s rights.

Unless otherwise agreed, you retain ownership of content you submit.

By voluntarily submitting content for publication, you grant WoolAid permission to reproduce, display and use that content for reasonable promotional and business purposes, including on our website, social media and marketing materials.

We may remove content that is unlawful, offensive, misleading, irrelevant or otherwise inappropriate.

13. Intellectual property

Unless otherwise stated, content on the WoolAid website, including:

  • trademarks
  • logos
  • product names
  • photography
  • graphics
  • illustrations
  • copy
  • layouts
  • packaging designs
  • videos

is owned by, licensed to or used with permission by WoolAid.

You may view and use website content for normal personal use.

You may not reproduce, distribute, modify or commercially exploit WoolAid intellectual property without prior written permission, except where permitted by law.

14. Third-party websites and services

Our website may contain links to third-party websites, retailers, platforms or services.

These links are provided for convenience and do not necessarily mean that WoolAid controls or endorses the third-party service.

Where you leave the WoolAid website and use a third-party service, that provider’s own terms, privacy policies and purchasing conditions may apply.

15. Privacy

WoolAid collects and handles personal information in accordance with our Privacy Policy and applicable New Zealand privacy law.

Information collected may include details required to:

  • process and deliver orders
  • communicate with customers
  • provide customer support
  • improve our website and services
  • send marketing communications where customers have consented
  • meet legal and administrative requirements

Please refer to our separate Privacy Policy for full details.

16. Website availability and errors

We aim to keep the WoolAid website available and operating correctly, but we cannot guarantee uninterrupted access at all times.

The website may occasionally be unavailable because of:

  • maintenance
  • technical problems
  • updates
  • third-party service interruptions
  • circumstances outside our reasonable control

If we identify an error affecting an order or customer, we will take reasonable steps to correct it.

17. Liability

To the maximum extent permitted by law, WoolAid will not be responsible for indirect or consequential loss arising from circumstances outside our reasonable control.

However, nothing in these terms excludes, restricts or modifies:

  • rights under the Consumer Guarantees Act
  • protections under the Fair Trading Act
  • liability that cannot lawfully be excluded or limited

WoolAid does not intend these terms to exclude or restrict any consumer right that cannot legally be excluded.

18. Business purchases

Where WoolAid products are purchased for business purposes, wholesale supply or resale, separate commercial or wholesale terms may apply.

Nothing in these consumer Terms of Service should be interpreted as replacing any separate written agreement between WoolAid and a wholesale, distribution or retail partner.

19. Changes to these terms

We may update these Terms of Service from time to time to reflect changes to:

  • our products or services
  • website functionality
  • business practices
  • promotional programmes
  • legal or regulatory requirements

The current version will be published on this page with the date it was last updated.

Changes will not retrospectively remove rights that have already arisen under an existing purchase or applicable law.

20. Severability

If any part of these Terms of Service is found to be invalid, unlawful or unenforceable, that part will be treated as removed or limited to the minimum extent necessary.

The remaining terms will continue to apply.

21. Governing law

These Terms of Service are governed by the laws of New Zealand.

Nothing in this section removes any mandatory consumer protections that may apply to customers purchasing WoolAid products from another jurisdiction.

22. Contact us

If you have any questions about these Terms of Service, your order or your rights as a WoolAid customer, please contact:

WoolAid Limited
Email: orders@woolaid.com
c/- Level 3, 47 Salisbury Street
Christchurch 8013
New Zealand