NPWe Commissary Terms and Conditions

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Terms of Service

Commissary|NPV Non-Profit Veterinary Services Association (hereinafter referred to as the Company) will provide members with convenient and fast online shopping services and the latest information in accordance with these Terms. Before using this service, please read these terms carefully, including the personal data (privacy) policy statement and online shopping instructions. If you do not agree with any content of these terms, please do not use this website. When you use this website (including browsing this website), you will be deemed to have read, understood and agreed to accept all the contents of these Terms.

1. Use of this website
1. This website may only be used for lawful purposes in a lawful manner. You agree to comply with all applicable laws and regulations regarding this website.

2. You must not violate or attempt to violate the security of this website, including but not limited to accessing data not intended for you, logging into a server that you are not authorized to access, exploring, scanning or testing the systems used by this website or Network vulnerabilities, breach of security or authentication measures adopted by this website, and interference with other users' browsing or use of this website.

3. You must not misuse this website by knowingly introducing viruses, trojans, worms and logic bombs, or any other material that is malicious or technologically harmful, and you may not in any way (including but not limited to through denial of service attacks or distribution denial-of-service attack) against this website.

4. If you violate or infringe, or the Company suspects that you have violated or infringed or attempted to violate or infringe any provision of these Terms or any applicable laws and regulations, the Company has the absolute right to expel you and prevent you from browsing this website again (including but Not limited to blocking your Internet Protocol address (IP Address), without any notice or compensation to you.

5. If you violate or attempt to violate this Article 1, you will be subject to civil liability and possibly criminal liability. The Company will take legal action against you if it deems it necessary and appropriate, including but not limited to filing legal action against you. Reporting to law enforcement authorities and disclosing your identity to them.

6. All product pictures are for reference only, details are subject to the actual product.

2. Member personal information and account management
1. Before you use the online membership service, please register as an online member without paying any membership fees. After completing the registration, you can use the online membership service and participate in related activities provided by the company. If the information provided changes, please update it immediately to protect your rights.

2. You must provide correct personal information and communication information. If the company suspects that the information you provide is wrong or false, or intentionally impersonates another person's name, the company may refuse to register you as a member, and also has the right to immediately suspend you. or terminate your membership without any compensation to you.

3. Please keep your email address, account password, credit card information and personal information safe and should not provide any such information to anyone to protect your data security. If you find that your information has been illegally used by others, you should notify the Company immediately. Our company does not assume any responsibility if your information is obtained by hackers or your information is illegally used by others due to personal negligence.

3. Changes in website content You agree that the Company may adjust, change, modify or cancel all or part of these Terms and related services at any time, and this will take effect immediately after the Company announces it without any separate notice. Under any circumstances, the Company will not assume any liability to you for the modification or withdrawal of these Terms and or related services, except for unfinished supply obligations.

4. Online Shopping Instructions For the procedures and related terms of online shopping, please refer to the "Terms of Service" and "After-Sales Terms" of this website. The "Terms of Service" and "After-Sales Terms" are an integral part of these Terms.

5. Intellectual Property The Company owns the copyright of the content contained on this website or is authorized to use the content contained on this website (including but not limited to part or all of the written text, video, sound effects, photos or other images). Unless you obtain written permission from the Company, you may not use, copy, reproduce, send, post, publish, reuse, republish, repost, change, store in recovery systems, create derivative works, upload, post, post or email Send, transmit through any form or channel or distribute in any way any content contained on this website for public or commercial purposes, or create any hyperlinks to this website. You may download materials from this website for private use, provided that you retain all copyright and other proprietary notices contained in the materials.

6. Links to other websites If this website provides links to other websites operated by our affiliates or any other third parties, these links are only for your convenience and should not be regarded as our company’s support and approval of such websites in any form. The content of the website. If you visit such websites, you do so at your own risk and are subject to the applicable terms and conditions of the relevant websites. The Company does not assume any responsibility for the existence of such websites and the content contained therein, and does not make any representations, warranties or commitments (whether express or implied) in this regard. The Company will not be responsible for any loss, damage or other liability arising from your use of such websites. Any questions or comments regarding such websites should be directed to the operators and/or owners of such websites.

7. Disclaimer and Limitation of Liability
1 In view of the unpredictable nature of technology and the online environment, the Company does not guarantee (whether expressly or implicitly) that the functionality, operation or connectivity of this website will be uninterrupted and error-free, that defects therein will be corrected, or that this website or the servers available for use by this website will be free of viruses, Trojan horses, worms or other harmful components. It is your responsibility to ensure that you have the appropriate equipment to browse and use this website properly and to exclude anything that may damage your computer. The Company will not be responsible for your use of or inability to browse this website and/or any matters related thereto.

2 This website and its contents are provided "as is" and at your own risk without any form of warranty. To the maximum extent permitted by applicable laws and regulations, the Company makes no warranties of any kind (whether express or implied) with respect to this website and the information contained therein.

3 The Company will not be liable for any damages caused by natural disasters, fires, floods, accidents, riots, wars, terrorist attacks, government intervention, embargoes, demonstrations, labor disputes, equipment failures (including but not limited to Internet system failures), or anything beyond the scope of this Agreement. The Company shall bear any liability for any failure, delay or breach of the Company's responsibilities and obligations which is directly or indirectly caused by reasons within the reasonable control of the Company.

4 Subject to the principle of Article 7 of this Article and subject to applicable laws and regulations, the total liability of the Company for all claims arising from your use of this website will be capped at HK$100.

8. Indemnification You irrevocably and unconditionally agree to indemnify us against any claims, actions, demands, debts, expenses, losses, damages and other expenses arising out of and/or related to your use of this website or breach of these Terms. Defend, indemnify and hold harmless the Company, its officers, directors, agents, employees, contractors, franchisees, licensors, franchisors, other representatives and affiliates

9. Privacy Policy Our company respects your privacy and is committed to protecting your personal information. Please refer to the Personal Data (Privacy) Policy Statement of this website for details. This statement is an integral part of these Terms. [Please note that when you log in to register as a member, you will be deemed to have agreed that our company will use the electronic address you provided to promote the books, newspapers, stationery and audio-visual products sold by our company. If at any time you no longer wish to receive promotional materials from our company, please send the relevant request via email to our email address, and our company will arrange for you to cancel the email.

10. Complete Agreement These Terms constitute the complete agreement between the Company and you regarding the use of this website, and supersede all other communications (written or oral), discussions, letters and contracts on the subject matter.

11. Assignment You may not delegate or transfer any of your rights and responsibilities under these Terms without the Company’s prior written consent.

12. Waiver The Company’s failure or delay in exercising any right, power or correction under these Terms does not constitute a relevant waiver, and any single or partial exercise of the same item will not prevent the Company from further exercising the same item or exercising any other rights. , power or correction. Without limiting the foregoing, no waiver by us of any breach by you of any provision of these Terms shall be deemed to be a waiver of any subsequent breach of the same provision or any other provision of these Terms.

13. Severability The provisions of each provision contained in these Terms must be executed independently, and their validity will not be affected by the invalidity of any other provision. If any provision of these Terms is determined to be illegal, invalid or unenforceable, the validity and enforceability of the remaining provisions of these Terms will not be affected and in place of such illegal, invalid or unenforceable provision a provision shall be inserted. One or more similar provisions that are legal, valid and enforceable in accordance with applicable laws shall be included as part of these Terms.

14. Regulatory Laws and Dispute Resolution These Terms shall be governed by and interpreted in accordance with the laws of the Hong Kong Special Administrative Region of the People's Republic of China ("Hong Kong SAR"). You irrevocably agree that the courts of the Hong Kong Special Administrative Region shall have exclusive jurisdiction over any claim or dispute arising out of or in connection with any of these Terms or their breach, termination and invalidity.

15. Inquiries If you have any inquiries about this website, please email us at or Whatsapp us. The Company will endeavor to respond promptly to each of your inquiries where feasible, but the Company will not be responsible and/or legally liable for any delay or non-response.

16. Termination of service You have the right to terminate the use of all services provided by the company at any time and request the deletion of personal information provided by the user. The company will terminate the relevant services and delete your personal information within 30 days after receiving the relevant email/written notice. personal information.

17. Employee Protection We are committed to providing the best service in a peaceful manner. However, in order to protect the personal safety of our employees and maintain high-quality services, we will not deal with any guests who use foul language, personal attacks, or have a bad attitude or are unreasonable. For malicious behavior such as phone harassment, we will immediately terminate our customer service and terminate the sales contract, and the money will not be refunded.

In the event of any dispute, the Commissary | NPV Non-Profit Veterinary Services Association reserves the right to make the final decision.

Things to know before shopping

Welcome to NPV’s online ordering service.
Before placing an order, please read the following terms and conditions in detail to ensure that you understand and agree to NPV's service conditions.

1 Definition
1.1 "NPV" refers to the non-profit Veterinary Services Association;
1.2 "You" refers to the person to whom NPV provides products or services, and must be the registered owner of the animal;
1.3 “Point of Sale” means NPV’s clinic, hospital, website or link; and
1.4 "Supplier" refers to the seller and supplier of the goods you order through NPV's point of sale.

2 Check the animal’s dietary needs:
2.1 Since the animal's physical condition may change from time to time, you should consult your veterinarian before ordering and ensure you understand the animal's dietary needs, including ingredients, species, brand, specifications, etc.;
2.2 Eating unsuitable food may cause discomfort or harm to animals; and
2.3 If you have any questions, please check with your veterinarian first.

3 Confirm order details:
3.1 Before submitting an order, please carefully check the order details, including personal and animal information, selected products, quantity, price, inventory status, etc., and ensure that all information is accurate before submitting;
3.2 NPV will try its best to ensure that it provides the most accurate product information, but network problems or other force majeure factors may cause the information to change, and NPV reserves the right to correct any errors or omissions;
3.3 When the price provided by the supplier is higher than when you ordered, NPV will ask you whether you want to pay a higher price or cancel the order;
3.4 The products ordered may not be resold or used for commercial gain and are only for the animals mentioned above; and
3.5 NPV reserves the right to conduct random inspections, and NPV will reserve the right to pursue any dishonest behavior once it is discovered.

4 Order:
4.1 All products must be ordered through this website and cannot be purchased in stores;
4.2 You must follow the instructions of the NPV veterinarian and obtain the approval of the NPV veterinarian before ordering the types of products designated by the veterinarian for the above-mentioned animals at the point of sale;
4.3 In order to protect the rights and interests of you and other owners, NPV will set purchase restrictions on some special products.

5 Return and exchange policy:
Please see the Returns, Exchanges and Refunds Policy for details.

6 Changes to Terms of Service:
6.1 NPV reserves the right to change all terms and conditions at any time, including adjusting prices, without any prior notice;
6.2 All product prices are subject to the final payment amount;
6.3 The revised terms and conditions will take effect from the date of publication of the NPV; and
6.4 In case of any dispute, NPV will reserve the right of final decision.

If you have any questions about the above terms, please contact NPV via WhatsApp +852 6097 0426.
Your inquiry will be processed within 2 working days. Thank you for choosing NPV's service.

Office hours:
Monday to Friday (except public holidays, gale or storm signals No. 8 or above, and black rainstorm warning signals are in effect)
9 a.m. to 6 p.m.

Instructions for store pickup or delivery

1. This website provides the following delivery services

  • Pick up at store
  • Delivery service in Hong Kong (coming soon)

2. Instructions for self-pickup in stores
1. Since eating unsuitable food may cause discomfort or harm to the animal, please check the animal’s dietary needs before ordering;
2. Once an order is submitted, it cannot be canceled or changed, so please check the order details carefully before submitting the order;
3. All products must be ordered through this website, and there is no on-site purchase;
4. If you submit successfully, you will receive an email confirmation and you can expect the product to arrive at the store in 4 working days;
5. After receiving the email confirmation, you can go to the designated location to pay and withdraw during office hours;
6. Payment methods only accept cash, EPS, UnionPay, VISA or MASTERCARD at designated locations. Other payment methods are not accepted, thank you for your understanding;
7. If the order cannot be picked up at the designated location within 10 days after successful submission, the order will be automatically canceled and you will need to resubmit the application;
8. Before picking up the product, please confirm that the type, capacity, quantity, packaging and shelf life of the product are correct;
9. If there are any quality problems with the products you receive, please refer to the return and refund policy details and contact NPV within 7 days after receipt;
10. Due to bad weather, order pickup time may be delayed. If you have any questions, please call 2393-2070 (press 1) for enquiries.

3. Delivery service in Hong Kong (coming soon)
1. Freight charges and delivery methods
2. Delivery scope
3. Delivery time and arrangement
4. Product tracking/address change
5. Special arrangements affected by bad weather

In the event of any dispute, the Commissary | NPV Non-Profit Veterinary Services Association reserves the right to make the final decision.

payment method

1. This website provides the following payment methods

1. Pay on delivery (only applicable to store pickup)
2. Upcoming payment methods:

  • VISA
  • Apple Pay
  • AlipayHK Alipay Hong Kong
  • WeChat Pay HK Hong Kong WeChat Pay
  • Union Pay UnionPay
  • PayMe
  • Fast FPS

Return and Refund Policy

7-day product guarantee (return/exchange and refund policy)

Commissary | NPV Non-Profit Veterinary Services Association (hereinafter referred to as the Company) is committed to providing the highest quality products and the highest level of service to its valued customers.

If you change your mind or are not satisfied with the goods for any reason, please contact us through the following methods within fourteen days from the date of purchase:

  • WhatsApp: +852 6097 0426
  • Email

We will assist you with returns, exchanges or refunds.
Products returned or exchanged must be unused and in their original packaging.

Please note: Certain orders or product categories have special return conditions, require return to our warehouse, and may be subject to a re-shipping fee (if applicable).

I seem to have received the wrong/defective item, what should I do?

We are very sorry to send you wrong/defective items. Please contact us for exchange or refund.

  • WhatsApp: +852 6097 0426
  • Email

Are there any conditions that cannot be returned/exchanged/refunded?

We hope to satisfy our customers to the maximum extent possible, but we regret to inform you that we are unable to provide returns/exchanges/refunds in certain circumstances, including:

  1. The product has been opened or used.
  2. The product does not have original packaging (such as labels, packaging, etc.)
  3. Products filled with animal fur or damaged
  4. The product is a perishable natural product or/and fresh food
  5. The product was purchased 7 days ago (from the date of purchase)

To expedite the return process, we will ask you to send us actual photos of the goods before making a return/exchange/refund request.

When my order is returned/refunded, will I receive a refund or NPWe Dollars?

1. Returns/refunds will deduct points earned from consumption.
2. Please note that credit card refunds may take up to 10 business days to appear on your statement

Privacy Policy

This privacy policy is used to inform customers how the Commissary | NPV Non-Profit Veterinary Services Association (hereinafter referred to as the Company) will use any private information you collect on this website. The Company will ensure that all information is kept confidential and will not be made public. If you are required to provide any personal information on the web page, we will do so in accordance with this privacy policy. Our company will change or update policy information from time to time, and you can also check this page regularly. If you have any questions, please feel free to contact us.

Personal data collection

The information we may collect is as follows:

  • Name
  • Contact information (including: email address)
  • Demographic information (e.g. zip code, personal interests, etc.)
  • Other information related to customer surveys

How data is processed and used

We need this information to understand your needs and preferences in order to provide better services and more high-quality products.

  • Internal record storage
  • Improve or provide better services
  • We may send you various new products and offers or marketing advertisements about our company to your registered email address from time to time.
  • Market research, satisfaction survey and obtaining feedback. We will contact you by email, phone or mail above

security measures

The Company is committed to ensuring the security and confidentiality of your information. To prevent unauthorized persons from intruding and stealing or leaking your personal information, we have set up appropriate electronic and administrative anti-theft procedures to ensure that all information is collected securely.

How to use cookies

We use cookies (that is, when you enter a website, the website server sends a small amount of information to your computer browser and stores it in the computer hardware) to make your shopping at more convenient. When you enter again, Cookies can identify you and make our services more personal.

We will provide products and services that are more suitable for your needs based on your personal information. Cookies do not allow to track goods to collect other information (except the information provided by members during registration) and do not allow you to identify your personal identity, but they can collect technical information applicable to your use of the Internet.

Most browsers automatically accept Cookies, but you can also choose to refuse to accept our Cookies on your computer, but this may reduce your chances of receiving our company's offers. In summary, Cookies allow us to analyze the information and needs of each customer so that the company can provide a more convenient and complete website platform.

External links to the website

This website may provide links to other websites. These links do not apply to our company's privacy policy, so we will not assume or be responsible for the privacy policy of that website. When registering information on a website, please refer to the website's privacy policy first.

Update your profile

You can restrict the use of your personal data in the following ways

  • When browsing this website, you can choose whether to consent to receive any offers or marketing advertisements
  • If you have previously agreed to receive our company's promotional advertisements, you can cancel your subscription at any time. If you need to cancel, please notify us by email to

We will not provide your personal information to third parties for promotional purposes without your consent (unless required by law). You can also notify us if you would like to receive third-party promotional advertisements and information, or pet information that we think may be of interest to you. If a customer finds that any of the information we hold about you is incorrect or incomplete; please notify us as soon as possible by email to