Terms of service

TERMS OF SERVICE

Last updated: 1 August 2026

These Terms of Service govern your use of The Pet Superstore AU website and purchases made from us. The Pet Superstore AU operates exclusively online.

By using our website, creating an account, placing an order or purchasing a product, you agree to these Terms of Service and any policies referred to in them. If you do not agree, you must not use the website or place an order.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

ABOUT THESE TERMS

These Terms apply to:

• Standard retail purchases
• Subscription purchases
• Preorders
• Approved wholesale purchases
• Customer accounts and use of our website

Our Refund & Return Policy, Privacy Policy, Shipping Policy and any product-specific or promotional terms displayed before purchase form part of these Terms.

Where separate written wholesale, subscription, preorder or promotional terms apply, those specific terms will apply to that purchase to the extent of any inconsistency.

ELIGIBILITY

You must be legally capable of entering into a contract to place an order. If you are under 18 years of age, you must have permission from a parent or legal guardian.

You must provide accurate and complete customer, delivery and payment information. You must not place an order using another person’s identity, payment method or account without permission.

PERMITTED WEBSITE USE

You may use our website only for lawful personal or authorised business purposes.

You must not:

• Use the website fraudulently or unlawfully
• Introduce viruses, malware or other harmful code
• Attempt to gain unauthorised access to the website or another customer’s account
• Interfere with the website’s operation or security
• Scrape, copy or extract website content through automated means without permission
• Submit false, misleading, abusive or unlawful information
• Infringe our intellectual property rights or the rights of another person

We may restrict or suspend access where reasonably necessary to protect customers, the website or our business from fraud, misuse, security threats or unlawful activity.

PRODUCT INFORMATION

We take reasonable care to ensure that product descriptions, specifications, images, prices and availability information are accurate.

Product colours may appear differently depending on your device or display settings. Packaging, labelling and minor design details may change where this does not materially alter the product. Measurements may also be subject to reasonable manufacturing tolerances where indicated.

We will not knowingly substitute a materially different product without your agreement.

You are responsible for reviewing the product description, measurements, sizing information, compatibility details, warnings and instructions before purchasing.

PET SAFETY AND PRODUCT SUITABILITY

Pet products may not be suitable for every animal. Suitability can depend on factors including the animal’s species, breed, size, age, strength, temperament, behaviour and health.

You are responsible for:

• Selecting an appropriate product and size for your pet
• Following all instructions, warnings and fitting guidance
• Supervising your pet where appropriate
• Regularly inspecting products for damage, wear or deterioration
• Discontinuing use if a product becomes damaged or unsuitable
• Keeping products away from children where required

Information on our website is general product information and is not veterinary, medical or professional animal-behaviour advice. Consult a qualified veterinarian or other appropriate professional where you have concerns about your pet’s health, safety or behaviour.

Some products may be subject to legal, carrier or delivery restrictions in certain Australian states or territories. We may restrict or cancel the sale or delivery of a product where reasonably necessary to comply with applicable law, safety requirements or carrier rules.

PRICES AND GST

Retail prices displayed on our website are in Australian dollars and include GST where applicable.

Delivery charges and any other applicable charges will be displayed before you complete checkout. Optional services or charges will not be added without your selection or agreement.

Wholesale quotes or wholesale pricing may exclude GST, delivery or other charges where this is clearly stated.

Prices, promotions and product availability may change before an order is accepted. A price change will not apply retrospectively to an order that we have already accepted, except where you agree to a requested change.

PAYMENT

Payment must be successfully completed using one of the payment methods offered at checkout unless separate written wholesale credit terms have been approved.

Payments may be processed by third-party payment providers. Your use of those payment methods may also be subject to the provider’s own terms.

We may conduct reasonable payment, identity and fraud-prevention checks. An order may be delayed, declined or cancelled where payment cannot be verified or where we reasonably suspect fraud or unauthorised activity.

You remain responsible for any amount properly payable for an order, including where a payment is later reversed or disputed without a valid basis.

ORDER ACCEPTANCE

Submitting an order is an offer to purchase the selected products under these Terms.

An automated email confirming that we received your order does not necessarily mean the order has been accepted where the email states that further processing or confirmation is required.

An order is accepted when we:

• Confirm that the order has been accepted
• Begin fulfilling or dispatching the order
• Otherwise expressly confirm acceptance

We may refuse or cancel an order before dispatch for a reasonable cause, including:

• The product is unavailable
• Payment fails or cannot be verified
• The product, price, promotion or description contains an obvious error
• The order appears fraudulent or unauthorised
• The delivery information is incomplete or invalid
• The order exceeds reasonable quantity limits
• The order appears intended for unauthorised resale
• We cannot legally or safely supply the product to the delivery location
• The customer has engaged in threatening, abusive or unlawful conduct

If we cancel a paid order, we will notify you and refund the amount paid for the cancelled product. This does not limit any additional rights you may have under applicable law.

CUSTOMER CANCELLATIONS

We will make reasonable efforts to assist, but cancellation or modification cannot be guaranteed once an order has entered processing, been committed to a supplier or been dispatched.

Where an order cannot be cancelled, it may be handled under our Refund & Return Policy after delivery, subject to the eligibility requirements in that policy and your rights under the Australian Consumer Law.

PRODUCT AVAILABILITY AND FULFILMENT

All products are subject to availability.

Some products may be stored or dispatched by:

• The Pet Superstore AU
• Australian warehouses or fulfilment partners
• Australian suppliers
• Overseas suppliers shipping directly to the customer

An order may arrive in more than one parcel or from more than one location. Separate tracking details may be provided where available.

Occasionally, a product may become unavailable after an order is placed due to inventory errors, supplier changes or circumstances outside our reasonable control. Where this occurs, we may offer an alternative, place the product on backorder with your agreement or cancel and refund the unavailable item.

SHIPPING AND DELIVERY

Shipping methods, estimated timeframes, charges and delivery conditions are explained in our Shipping Policy and at checkout where applicable.

Delivery estimates are estimates rather than guaranteed delivery dates unless we expressly agree otherwise. Delivery may be affected by couriers, weather, public holidays, customs, suppliers, remote locations and other circumstances outside our reasonable control.

We will take reasonable steps to fulfil accepted orders within the stated or otherwise reasonable timeframe. If an order experiences a significant delay, we will provide available information and any remedy required by law.

You are responsible for providing a complete and accurate delivery address. Additional costs reasonably incurred because of an incorrect address, failed delivery or unauthorised redirection may be charged to you where the issue was not caused by us or the delivery provider.

PREORDERS

A preorder is an order for a product that is not yet ready for immediate dispatch.

The product page or checkout will state any expected release or dispatch estimate available when the preorder is placed. These dates are estimates and may change because of manufacturing, supplier, customs, freight or other delays.

Unless otherwise stated before purchase, payment for a preorder is taken when the order is placed.

If the expected timeframe changes materially, we will provide updated information when reasonably available. You may contact us to request cancellation before dispatch. Approval may depend on whether the order has already entered processing or been committed to a supplier.

If we cancel a preorder or cannot supply it, we will refund the amount paid for the cancelled product. Nothing in this section limits any rights you may have where a product is not supplied within a reasonable time.

Preorders remain subject to our Refund & Return Policy. Any voluntary change-of-mind period stated in that policy is measured from the original purchase date unless we expressly state otherwise.

SUBSCRIPTIONS

Some products may be offered as recurring subscriptions.

Before you purchase a subscription, the relevant product page or checkout will display the available:

• Delivery or billing frequency
• Recurring price
• Minimum commitment, if any
• Discount or introductory offer
• Cancellation method
• Other subscription-specific conditions

By purchasing a subscription, you authorise us and our payment provider to charge the selected payment method at each scheduled renewal until the subscription is cancelled.

If no minimum commitment is clearly displayed before purchase, you may cancel the subscription at any time before the next subscription order is processed.

Cancellation applies to future subscription orders. An order that has already been processed or dispatched may need to be handled under our Refund & Return Policy.

You are responsible for keeping your payment and delivery information current. If payment fails, we may retry the payment, contact you, pause the subscription or cancel it.

We may skip, substitute with your agreement, delay or refund a subscription product that becomes unavailable.

We may change a future subscription price or material subscription condition by providing reasonable advance notice. A change will not apply to an order already processed. You may cancel before the change takes effect.

We will not impose an undisclosed minimum term, automatic renewal condition or cancellation fee.

WHOLESALE PURCHASES

Wholesale purchases are available only to approved customers and may be subject to separate quotes, account terms, minimum order quantities, product restrictions and payment conditions.

Unless approved written credit terms apply, wholesale orders must be paid in full before dispatch.

Wholesale prices, discounts and availability are confidential where identified as such and may not be represented as recommended retail prices unless we expressly confirm otherwise.

Wholesale customers must:

• Provide accurate business and delivery information
• Resell products lawfully and responsibly
• Preserve product labels, safety instructions and warnings
• Avoid making false, misleading or unauthorised product claims
• Notify us promptly of suspected product safety issues

Wholesale orders cannot be returned merely because stock remains unsold, demand changes or the purchaser changes their mind unless we agree otherwise in writing.

Nothing in this section excludes any consumer guarantee, unfair-contract protection or other statutory right that applies to an eligible business purchase.

RETURNS, REFUNDS AND CONSUMER GUARANTEES

Change-of-mind returns are governed by our Refund & Return Policy.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Depending on the circumstances, you may be entitled to a repair, replacement, refund, cancellation or compensation where a product fails to meet an applicable consumer guarantee.

The voluntary time limits and exclusions in our Refund & Return Policy do not restrict rights that cannot legally be restricted.

We may reasonably assess a product before confirming the appropriate remedy.

PROMOTIONS AND DISCOUNT CODES

Promotions and discount codes are subject to the conditions displayed with the offer.

Unless otherwise stated:

• Only one discount code may be applied to an order
• Discounts cannot be exchanged for cash
• Discounts cannot be applied retrospectively
• Promotions apply only during the stated period and while stock is available
• Shipping charges may be excluded from percentage discounts
• Wholesale, subscription or preorder products may be excluded

We may correct or withdraw a promotion containing a genuine error. This will not affect an order already accepted unless the customer agrees or cancellation is otherwise permitted by law.

CUSTOMER ACCOUNTS

You are responsible for maintaining the confidentiality of your account credentials and for activity conducted through your account.

We may suspend or close an account where reasonably necessary because of fraud, security concerns, unlawful activity, abuse, repeated misuse of store policies or a serious breach of these Terms.

Closing an account does not remove obligations relating to completed orders, outstanding payments, disputes or other rights that arose before closure.

REVIEWS AND CUSTOMER CONTENT

You may submit product reviews, photographs, videos or other content where this feature is available.

You must only submit content that:

• Is based on your genuine experience
• Is accurate and not misleading
• Does not infringe another person’s rights
• Does not contain unlawful, threatening, abusive or offensive material
• Does not contain private information about another person without permission

You retain ownership of your content. By submitting content for publication, you grant The Pet Superstore AU a non-exclusive, worldwide, royalty-free licence to store, reproduce, edit for formatting, publish and use that content in connection with our website, products and marketing.

We may moderate, decline or remove content where reasonably necessary, but we are not required to monitor every submission.

INTELLECTUAL PROPERTY

The website and its content, including text, graphics, logos, product-page content, layout, photographs and other materials, are owned by or licensed to The Pet Superstore AU and are protected by applicable intellectual property laws.

You may view and use the website for personal shopping or authorised business purchasing. You must not reproduce, distribute, modify, sell or commercially exploit our content without written permission, except where permitted by law.

THIRD-PARTY SERVICES AND LINKS

Our website may use or link to services operated by Shopify, payment providers, delivery providers, social networks or other third parties.

Those third parties may apply their own terms and privacy policies. We are not responsible for the independent content, availability or conduct of an unrelated third-party website.

This does not exclude responsibility for third-party providers acting on our behalf where responsibility cannot lawfully be excluded.

WEBSITE AVAILABILITY

We aim to keep the website accurate, secure and available, but we do not guarantee uninterrupted or error-free access.

We may temporarily suspend or modify the website for maintenance, security, upgrades or operational reasons. We will take reasonable steps to avoid unnecessary disruption.

LIMITATION OF LIABILITY

Nothing in these Terms excludes, restricts or modifies:

• The Australian Consumer Law
• Liability for fraud or deliberate misconduct
• Liability for personal injury or property damage where it cannot lawfully be excluded
• Any other right, guarantee or remedy that cannot legally be limited

To the extent permitted by law, we are not responsible for loss caused by:

• Misuse of a product
• Failure to follow instructions or warnings
• Use of an unsuitable size or product for a particular animal
• Unauthorised alterations or repairs
• Ordinary wear and tear
• Information or conduct of an unrelated third-party website
• Events outside our reasonable control

To the extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable and was not caused by our breach, negligence or unlawful conduct.

CHANGES TO THESE TERMS

We may update these Terms to reflect changes to our business, products, services, technology or legal obligations.

Updated Terms apply from the date they are published. They do not retrospectively change the terms applying to an order already accepted, unless:

• You agree to the change
• The change benefits you
• The change is required by law
• These Terms or product-specific terms expressly permit the change on fair and reasonable notice

Material changes affecting an active subscription will be communicated with reasonable advance notice where required.

DISPUTES

Contact us first if you have a concern about an order, product or these Terms. We will review the matter and attempt to resolve it within a reasonable period.

Nothing in these Terms prevents either party from exercising a legal right, contacting a consumer-protection agency or commencing proceedings where appropriate.

GOVERNING LAW

These Terms are governed by the laws of Queensland, Australia.

The courts and tribunals of Queensland may hear disputes relating to these Terms, subject to any mandatory rights you may have to bring a claim in another jurisdiction.

SEVERABILITY

If any part of these Terms is found to be invalid or unenforceable, that part will be removed or limited to the minimum extent necessary. The remaining provisions will continue to apply.

NO WAIVER

If we do not immediately enforce a provision of these Terms, this does not mean we have waived our right to enforce it later.

ENTIRE AGREEMENT

These Terms, together with the policies and specific terms referred to in them, form the agreement between you and The Pet Superstore AU concerning your use of the website and relevant purchases.

They replace previous website terms relating to the same subject matter, but do not override representations or rights that cannot lawfully be excluded.

CONTACT US

For questions about these Terms of Service, contact:

support@thepetsuperstore.com.au