Terms and Service

Article 1 – Definitions

The following definitions apply to these Terms of Service:

  • Consumer: An individual who purchases products from The Pet Department for personal or household use.

  • Business: The Pet Department, offering products to customers through its online store.

  • Customer: Any person who places an order through The Pet Department.

  • Distance Contract: An agreement concluded between the customer and The Pet Department through the online store or other electronic means.

  • Products: Any goods offered for sale through The Pet Department.

  • Return Period: The applicable period during which an eligible customer may request a return in accordance with our Return & Refund Policy.

  • Australian Consumer Law (ACL): The consumer protection provisions contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Article 2 – Business Identity

For questions regarding these Terms of Service, orders, returns or other customer service matters, please contact us using the email address above.

Article 3 – Scope of Application

These Terms of Service apply to the use of our website and to all purchases made through The Pet Department.

By accessing our website or placing an order, you agree to be bound by these Terms of Service, together with our Privacy Policy, Shipping Policy and Return & Refund Policy.

Nothing in these Terms of Service is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

Article 4 – Products and Offers

We make every reasonable effort to ensure that product descriptions, images, prices and other information displayed on our website are accurate.

Product colours and appearance may vary slightly depending on screen settings, photography and manufacturing variations.

All products and offers are subject to availability. We reserve the right to change prices, product information, promotions and availability at any time without prior notice.

Any promotional offer may be subject to additional conditions displayed on our website.

Article 5 – Orders and Agreement

By placing an order through The Pet Department, you are making an offer to purchase the selected products.

After your payment has been successfully processed, you will receive an order confirmation at the email address provided during checkout.

Once an order has entered processing or fulfilment, we may be unable to cancel or modify it. Customers who wish to request a cancellation should contact us as soon as possible at Support@the-pet-department.com.

If an order has already been processed or shipped, the customer may need to wait until the order has been delivered and then follow the applicable return procedure.

Nothing in this section affects any rights or remedies available to consumers under the Australian Consumer Law.

We reserve the right to refuse or cancel an order in circumstances including suspected fraud, payment issues, pricing errors, stock unavailability or incorrect product information. If we cancel an order after payment has been received, the applicable amount will be refunded.

Article 6 – Returns and Change of Mind

Customers may request a return within 14 days of receiving their order, subject to the conditions set out in our Return & Refund Policy.

For change-of-mind returns, products must generally be unused, unworn where applicable, undamaged and returned in their original condition and packaging.

Unless otherwise stated or required by law, customers are responsible for return shipping costs associated with change-of-mind returns.

Before returning a product, customers must contact us at Support@the-pet-department.com for return instructions.

Returns should not be sent without prior authorisation.

These change-of-mind provisions are separate from any rights a customer may have under the Australian Consumer Law in relation to faulty, unsafe, damaged or incorrectly described products.

Article 6a – Sale and Promotional Items

Unless otherwise stated, items discounted by 40% or more are considered final sale for change-of-mind purposes and are not eligible for a return or exchange simply because the customer has changed their mind.

Sale items discounted by less than 40% may be eligible for return in accordance with our Return & Refund Policy.

However, a final-sale designation does not exclude or limit any rights or remedies available under the Australian Consumer Law. Customers may still be entitled to a remedy where a product fails to meet an applicable consumer guarantee.

Article 7 – Refunds

Once an eligible returned item has been received and inspected, we will notify the customer regarding the outcome of their return request.

Approved refunds will be issued to the original payment method within a reasonable processing period.

For eligible change-of-mind returns, a $25.00 AUD restocking fee per item may apply where this was clearly disclosed before purchase and is permitted by applicable law.

Restocking fees do not apply where doing so would limit a customer's rights or remedies under the Australian Consumer Law, including where a customer is entitled to a remedy because a product does not comply with a consumer guarantee.

Original shipping charges and return shipping costs may be non-refundable for change-of-mind returns unless otherwise stated or required by law.

Article 8 – Taxes, Customs and Import Charges

Where applicable, prices and taxes will be displayed during checkout.

For orders shipped internationally, customers may be responsible for customs duties, import taxes, clearance fees or other charges imposed by the destination country.

The Pet Department does not control these charges and cannot guarantee the amount that may be payable.

Customers are responsible for ensuring that products ordered comply with applicable import requirements and local regulations in their destination country.

Nothing in this section affects any rights available under applicable consumer protection laws.

Article 9 – Payment

Customers must provide accurate and complete payment information when placing an order.

Payments are processed using the payment methods displayed at checkout. We reserve the right to cancel or place an order on hold if payment cannot be verified or if fraudulent activity is suspected.

Prices displayed on the Australian version of our store are shown in Australian dollars (AUD), unless otherwise clearly indicated.

Article 10 – Consumer Guarantees and Product Issues

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Products must meet applicable consumer guarantees, including being of acceptable quality, fit for any disclosed purpose and matching their description.

If you believe that an item is faulty, damaged, unsafe, significantly different from its description or otherwise fails to meet an applicable consumer guarantee, please contact us at Support@the-pet-department.com.

Please include your order number, a description of the issue and, where appropriate, photographs or other information that helps us assess the problem.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another appropriate remedy.

Article 11 – Shipping and Delivery

Estimated shipping and delivery times are displayed on our website or provided during the ordering process.

Delivery estimates are provided in good faith but may be affected by circumstances outside our reasonable control, including carrier delays, weather conditions, customs processing, public holidays and unusually high order volumes.

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error in your delivery information, please contact Support@the-pet-department.com as soon as possible. We cannot guarantee that delivery details can be changed after an order has entered processing or fulfilment.

Please refer to our Shipping Policy for further information.

Article 12 – Complaints and Customer Service

If you have a complaint or concern regarding an order or product, please contact us at:

Support@the-pet-department.com

Please provide your order number and relevant details so that our customer service team can investigate your request.

We aim to respond to customer enquiries within a reasonable period and generally within 24 hours.

Complex cases may require additional investigation. If more time is required, we will endeavour to keep you informed.

Article 13 – Limitation of Liability

To the maximum extent permitted by law, The Pet Department will not be liable for indirect, incidental or consequential losses arising from the use of our website or products.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot legally be excluded, restricted or modified under the Australian Consumer Law.

Article 14 – Governing Law and Disputes

These Terms of Service are governed by the applicable laws of Australia and, where relevant, the laws applicable in New South Wales.

If a dispute arises, we encourage customers to contact us first at Support@the-pet-department.com so that we can attempt to resolve the matter directly.

Nothing in these Terms prevents a consumer from exercising any rights or remedies available under the Australian Consumer Law or other applicable legislation, including rights relating to the appropriate court or tribunal with jurisdiction.

Article 15 – Changes to These Terms

We reserve the right to update or amend these Terms of Service from time to time.

The version published on our website at the time an order is placed will generally apply to that purchase, subject to applicable law.

We recommend reviewing these Terms periodically for any changes.

Article 16 – Contact

For questions regarding these Terms of Service, please contact:

The Pet Department
Sydney, Australia
Support@the-pet-department.com