Effective: 8 November 2023

Disclaimer

This Website and its contents is provided on an ‘as is’ basis. While we will use our reasonable endeavours to ensure the accuracy, adequacy and completeness of information on this Website, we do not (except to the extent required by law), make any representations or warranties in this respect.  For example (but without limitation):

• illustrations, photos and packaging are only a representation of the products advertised, variations may occur from store to store;
• prices and colours of products may change, and all products are subject to availability;
• variations to products may occur from time to time for various reasons (including changes in seasonal range, or product specifications);
• despite every effort to accurately duplicate each product’s colours on this Website, they are intended as a guide only and actual colours may vary. The colours you see online will also depend on your screen display and settings, therefore, we cannot guarantee that your monitor’s display of any image will accurately reflect the colour of the product on delivery;
• description of products are summaries only (with further information available on request to us);
• due to technical or human error, information may be recorded incorrectly or omitted;
• we will not be responsible for the lack of stock due to supplier problems;
• we reserve the right to limit purchases to normal retail quantities.

Due to the nature of the internet and online services, we cannot warrant that access to this Website will be uninterrupted or error-free, that defects will be corrected or that the site or the server that makes it available are free of viruses, bugs or anything similar that may impact the functionality, accuracy and/or reliability of the website.

Acknowledgement

This Website together with the Affiliated Websites are owned and operated by PETstock PTY LTD and/or its wholly owned subsidiaries. You acknowledge that by accessing or using the Website and any services supplied via this Website (Services) you agree to be bound by the following terms and conditions (Terms). Please read these Terms carefully. If you do not accept these Terms, please refrain from using the Website.

From time to time we may need to revise these Terms to reflect changes in laws and in the way that we operate. We reserve the right to change these Terms at any time. We will notify you of that change by giving you reasonable notice of the changes and updating the “last updated” notice at the top of this page. We will use our reasonable endeavours to do this at least 7 days before any revised terms take effect, but in some circumstances, we may need to introduce changes to these Terms more immediately. By continuing to use the Website and Affiliated Websites after a change to the Terms, you agree to be bound by the amended Terms. You should check from time to time to see if the Terms have changed. If you do not agree with the Terms, you may elect not to access this Website.

Definitions

In these Terms, the following words have the meanings set out as follows:

• “Affiliated Website” means any website (other than this Website) containing content owned and operated by PETstock PTY LTD.
• “Autoship / Repeat Delivery” means the subscription service offered by us for the purpose of enabling customers to receive the same goods from us on a recurring basis.
• “Content” means any software, data, information, pictures, graphics and other materials published or made available on the website, including all third party content and user generated content.
• “Member” means a user that has completed our registration process and created an Account.
• “PETstock PTY LTD” means PETstock PTY LTD and its wholly owned subsidiaries.
• “Product” means the goods and / or services being offered by us and promoted through the Website or Affiliated Website.
• “Product Information” means the specific information relating to a Product as set out on the Product Page.
• “Product Page” means the relevant page of the Website or Affiliated Website on which a specific Product is promoted.
• “Product Order” means your Request or that part of your Request we confirm as acceptable.
• “Request” means the order placed by you for the relevant Products in the Shopping Cart.
• “Shopping Cart” means that purchase section of the Website displaying the Products that you intend to purchase.
• “Third Party Information” means information other than Product Information on the Website or Affiliated Website including certain data, news, research, statistics stories, photographs, opinions and information.
• “User” means any user of the Website.
• “We”, “us”, “our” and “Petstock” are a reference to PETstock PTY LTD.
• “Website” means this website or any other site, services (including web-services), software, application or media managed by us.
• “You” and “your” are a reference to you.

1             Functionality

In order to access some of the features of this Website and Affiliated Websites you will need to become a member. When creating an account, you must provide accurate and complete information.

2             Access and Use of Material

When you access or use this Website or any Services you must:

• only do so in accordance with these Terms;
• only access parts of this website that are designated for unrestricted public access unless we have expressly given you permission to access other areas and then only for the purposes, and in the manner, permitted by us;
• keep all passwords that we give you confidential and not disclose it to any other person or permit any other person to use that password;
• immediately change any password that we have given you if you believe that it has become known to any other person;
• follow our instructions and any terms we publish on this Website when using the Services;
• make sure all information and instructions that you give us are true, correct and complete, and that you are authorised to provide the information and instructions;
• not reproduce, duplicate, copy, sell, re-sell, adapt, transmit in any form by any process (graphic, electronic or mechanical, including further copying, recording, or caching by a storage or information retrieval system, or download accelerator) or otherwise exploit any part of this website for any commercial purpose;
• take your own precautions to ensure that whatever you select from this Website is free of viruses or anything else that may interfere with your or any third party’s computer systems.

3             Material Submitted by You

If you use any parts of this Website that allow you to submit material (including links to third party content) that can be viewed by the public (Material), then by using these features you acknowledge and agree that:

• you will not post or transmit or otherwise publish Material, or permit or encourage the posting or transmission or other publication of Material, to this Website that:
  • is subject to any obligation of confidence on the part of us, our officers, directors, agents, related bodies corporate, employees or third party service providers;
  • contains any form of advertising or promotion for goods and services or any spam or other form of unsolicited communication;
  • contains software viruses, files or code designed to interrupt, destroy or limit the functionality of this Website or any computer software or equipment;
  • is illegal, false, inaccurate, misleading, deceptive, invasive of another person’s privacy, defamatory, threatening, abusive, obscene, indecent, libellous, hateful, racially biased;
  • breaches any laws relating to a person’s right to privacy or the export of personal information, or personal information about another person without their consent;
• you will only publish Material that is your original content of which you are sole owner of all intellectual property rights embodied in such content, or where you have obtained all consents and licenses from third parties necessary for the submission and display of the Material on this Website and the grant of the licenses by you to us under these Terms;
• you grant an irrevocable, perpetual, worldwide, non-exclusive, transferable, royalty-free and sub-licensable license to us to use and display the Material on this Website and tomodify, adapt, publish, create derivate works from, sell and distribute the Material, without any compensation or obligation to you;
• the use by us of the Material in accordance with the licenses granted by you to us under these Terms will not breach any third party’s rights;
• you will indemnify us (and its officers, directors, agents, related bodies corporate, employees and third party service providers) from and against any and all claims, losses, liabilities, damages, costs, charges and expenses that may be suffered or incurred by us (or our officers, directors, agents, related bodies corporate, employees and third party service providers) arising out of, or in connection with, the Material (including any breach of these Terms by you or the Material), except to the extent that such claims, losses, liabilities, damages, costs, charges and expenses were caused by our negligence or wilful misconduct; and
• you waive all moral rights that you may have in the Material.

To the extent that the Material includes a rating or review of a product or service, by submitting the Material, you represent and warrant to us that:

• you are a bona fide user of that product or service, and the rating or review reflects your honest opinions, findings, beliefs and experiences in relation to that product or service;
• save to the extent disclosed in the rating or review, you have not received any monetary payment or other valuable consideration in connection with the rating or review; and
• save to the extent disclosed in the rating or review, you do not have any financial interest in that product or service, or any affiliation with the manufacturer or provider of that product or service (or any competitor of the manufacturer or provider of that product or service) which could reasonably be expected to compromise the impartiality of the rating or review.

To the extent the Material includes a question or query, you acknowledge and agree that:

• we may answer your question or query solely in our discretion, but we are not under any obligation to answer your question or query;
• any answers provided to your question or query are general opinions only and should not be taken as being definitive or exhaustive, nor are such answers intended to be advice as to any specific issue you may have.

By submitting your email address (or any other contact details) in connection with the Material, you agree that we and our third party service providers may use your email address (or other contact details) to contact you about the Material and as otherwise set out in our Privacy Policy.

4             Intellectual Property

You acknowledge that any content displayed or made available through the Website is our exclusive property or used and /or displayed by us with the express permission of owner. No Content may be reproduced, published or transmitted without our prior written consent. Copyright, trade mark or other intellectual property right infringement may result in civil and/or criminal penalties.

“Petstock”, “Caribu”, “Pet Post”, “Best Friends Pets”, “My Pet Warehouse”, “Syd Hill & Sons” are our trade marks. All rights in respect of these trademarks are hereby expressly reserved. Unless otherwise indicated, all other trademarks appearing on the Website are the property of their respective owners.

You acknowledge and agree that all copyright and other intellectual property rights that may subsist in the content available through this Website including text, images, graphics, photographs, video, logos, sounds, layout, designs, software and source code belong to us (or, where relevant, to our licensors, or other third parties). Except as permitted by these Terms, or with our prior written permission, you may not, in any form or by any means:

• use this Website or any information or other material from this Website, including any information about products or services obtained from any part of this Website, for any commercial purpose;
• remove any copyright, trademark or any other intellectual property notice from any material accessible on this Website; or
• copy, adapt, modify, store, distribute, print, display, perform, publish, transmit, alter or tamper with in any way, or otherwise use, any material contained in any part of this Website (except as expressly permitted in these Terms).

Nothing contained in this Website shall be construed as granting any licence or right to use any trademark displayed on this Website.

5             Privacy and Personal Information

Petstock’s current privacy policy can be found here[PS1] . Petstock collects, handles, uses and protects Members’ personal information in accordance with our privacy policy.  By continuing to use this Website you agree to the terms of such Privacy Policy.

6             Links and Third Parties

The Website may include links to other websites. While we own the Affiliated Websites, we may not own other linked websites. If you visit a linked website you will be subject to the terms of that website. Any dealing in relation to a website not owned by us (“Third Party Website”) will be solely between you and the owner of that Third Party Website. A link to a website from this Website or an Affiliated Website does not imply our endorsement of the Third Party Websites or any product or service being advertised, promoted or offered on the Third Party Website or any association with the operators of the Third Party Website unless this is specifically stated on the Website or Affiliated Website.

While we always conduct our own checks and take reasonable care, we are not responsible for any Third Party Information that does not originate directly from us, for any links we provide to Third Party Websites, or for information or goods or services at or accessible from those Third Party Websites. This includes the content of third party advertisements appearing on this Website and links to Third Party Websites. These are provided for convenience only and may not remain current or maintained. The appearance of advertisements for third parties on this Website is not to be construed as an endorsement, approval, recommendation or preference by us of the owners or operators of those Third Party Websites, or of any information, goods or services referred to or offered on those sites or otherwise posted on this Website. Responsibility for any of that content rests solely with those third parties.

7             Force Majeure

We will use our reasonable endeavours to avoid delays or failures of the Services. However, to the maximum extent permitted by law, we will not be liable you or any other person for any delay or failure to perform any of our obligations under these Terms, or for any loss or damage therefrom, to the extent the delay or failure is caused by any event beyond our control.

8             No Assignment

You may not assign any of your rights or obligations under these Terms without our prior written consent.

9             Severability

If any provision of these Terms is deemed invalid, void, or for any reason unenforceable, that provision shall be deemed severable from the other provisions of these Terms and shall not affect the validity and enforceability of any other provision of these Terms.

10          Law

For websites and stores located in Australia or the supply of goods and services within Australia, these Terms are governed by and will be construed in accordance with the laws of Australia and you submit to the jurisdiction of the courts of Australia. We make no representation or warranty that the content of the Website  or Affiliate Websites comply with the laws of any country outside Australia.  If you access the Website or an Affiliated Website from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access those websites.

For websites and stores located in New Zealand or the supply of goods and services within New Zealand, these Terms are governed by and will be construed in accordance with the laws of New Zealand and you submit to the jurisdiction of the courts of New Zealand. We make no representation or warranty that the content of such websites complies with the laws of any country outside New Zealand.  If you access such a website from outside New Zealand, you do so at your own risk and are responsible for complying with the laws in the place where you access those websites.

11          Contact

If you have any questions or concerns in relation to the Website, Affiliated Websites or these Terms please Contact Us.

12          Registration

Registration is completely optional. When you register you consent and agree to receive marketing information, offers and special discounts from Petstock. Registration may include submitting your name, email address, address, telephone numbers, options on how you wish to receive updates and promotional material and other information.

You may access this information at any time by logging in and going to your account.

13          Orders

You acknowledge and agree that any Request you submit to us through this Website is a legal offer to us to purchase the goods or services that are the subject of the Request for the specified price (including the delivery, tax and other charges) at the time of the order and under these Terms.  Should we accept your Request, we will acknowledge acceptance of it by sending you an email confirmation.

Upon receipt of your Request, we will review the Request. We reserve the right to reject your offer of purchase, or cancel an order that we have previously accepted, at any time before delivery. This may be necessary for a number of reasons, , including but not limited to:

1. Petstock not being able to supply goods or services within a reasonable time or at all due to an event beyond our control;
2. an error on the Website in relation to the goods or services, for example, in relation to a description, price or image;
3. you not meeting our payment terms;
4. Petstock not being able to process or accept your payment;
5. the quantity of goods included in the order; or
6. where we reasonably consider that  the goods are being purchased for the purpose of being resold (which is not permitted).

We will use our reasonable endeavours to avoid cancelling your order after acceptance wherever reasonably possible. However, in some circumstances this will not be possible and we will need to cancel your order. Where we cancel your order after acceptance we will notify you of cancellation.  We will not be liable to you or any third party if we cancel your order.

You may cancel your order where we have not able to deliver your order within a reasonable time of the estimated delivery time advertised on the Website or as set out in these Terms, other than a result of any delay for which you are wholly or partly responsible such as a failure to provide the correct delivery address or to pay for the goods.  Please check your order carefully before submitting it as orders may not be able to be changed or cancelled once the order has been accepted by us.

In the event of us or you cancelling your order after payment has been processed, we will refund any money paid in respect of that order.

If you end your visit to the Website or Affiliated Website with items in your Shopping Cart (that is without completing the Request, including payment), we may retain those items in your Shopping Cart for a period of time determined by us, unless you first remove them. Where you are a Member we may send you an email notification from time to time to remind you that you still have items in a Shopping Cart.

14          Autoship/ Repeat Delivery

Customers must be registered with an online account at Petstock.com.au in order to place and manage an Autoship / Repeat Delivery.

Autoship / Repeat Delivery discount only applies to the items available for Autoship / Repeat Delivery.

The Autoship / Repeat Delivery discount may not be used in conjunction with any other offer including but not limited to price matches, promotional codes and Petstock Rewards.

The Autoship / Repeat Delivery discount amount is a percentage of the full price of the product selected as indicated on the specific product page. The price you commit to on your Autoship / Repeat Delivery may change in line with product price changes on the day your Autoship / Repeat Delivery order is processed.

You will be charged for your initial order placed and your Autoship / Repeat Delivery recurring orders will be charged without further authorisation from you unless you cancel or otherwise modify your subscription or delivery preferences in your My Account section.

Payment for the Autoship / Repeat Delivery service must be by Paypal or credit or debit card acceptable to us. It is your responsibility to ensure your nominated payment method(s) details are valid and up to date and that sufficient funds are available at the time of payment processing.

Autoship / Repeat Delivery reoccurring payments will be charged to your nominated payment method(s) on the day your order is processed.  By adding or nominating a payment method, you provide your consent for your payment method to be used on the purchase of goods or the Autoship / Repeat Delivery service.

We do not collect or store payment information. All payment information is collected and stored by the applicable third-party in order to be processed as required. We never permanently store complete debit/credit card details.

All online debit/credit card transactions performed on this Website are through secured payment gateways. We currently use Stripe payment gateway for our online payment transaction for the Autoship / Repeat Delivery service.  Complete debit/credit card details cannot be viewed by this Website or Petstock.

No changes can be made to an Autoship / Repeat Delivery that has already been dispatched. Alterations and/or cancellations must be processed a minimum of three days prior to next scheduled dispatch. Alterations and/or cancellations made with less than three days’ notice will be applied to the following order dispatch.

You may cancel your Autoship/Repeat Delivery order at any time by cancelling your Autoship/ Repeat Delivery in your Account. The cancellation will be applied immediately, but if your next order is scheduled for despatch within three days, your final order will be processed and the cancellation will take effect after despatch of the final order. [PS2] [MW3] 

Autoship / Repeat Delivery orders will be dispatched from our store on the Shipment date as specified in My Auto Shipments and then handed to a third party carrier for delivery. Delivery may take up to 15 days to reach your destination.

If goods are out of stock and cannot be sent to you we will try to contact you via your preferred contact method to ask if you would like a substitute item.  If we cannot contact you three days before your order is scheduled for processing, we will cancel your Autoship / Repeat Delivery for that item, and you will not be charged for that item for that specific order.

It is the responsibility of the customer to maintain current and up to date payment details for active Autoship / Repeat Delivery via the My Account section on this site.

Shipping is calculated on Autoship / Repeat Delivery in accordance with our Shipping & Delivery Policy.

Our Terms and Returns and Exchanges policies apply to all Autoship / Repeat Delivery orders.

15          Petstock Brand Cash

Customers must be a Petstock Rewards Member to qualify for Brand Cash.

Brand Cash applies to eligible purchases:

• at physical retail stores branded as Petstock, My Pet Warehouse or Best Friends Pets (excluding Mitre 10 or Home Timber & Hardware stores); and
• via the Website or App (if available).

Members will receive Brand Cash to the value of 15% of the scanned price of an individual brand of participating premium dog and cat food and flea, tick and worming treatments, and selected treats, toys and litter, which will be automatically added to the Member’s Petstock Rewards account.

Brand Cash is redeemable on the same premium dog and cat food or flea, tick and worming treatment brand or selected treat, toy or litter brand and is not restricted by size or type of food i.e. dry and wet. Brand Cash earned from Premium Food brands cannot be redeemed on treats.

Brand Cash will be redeemable for your next purchase.

Brand Cash is not earned when a member opts to Price Match, except when Price Matching to Petstock’s online store – excluding Autoship at www.petstock.com.au.

Premium food Brand Cash is only earned on participating brands and excludes all treats of the same brand. Only available on selected Prime 100 food products. Excludes Hill’s Prescription Diet and Royal Canin Veterinary Diet.

15% Brand Cash back is available on the following participating brands:

Premium Food brands:

•  Advance
• Balanced Life
• Big Dog
• Black Hawk
• Canidae
• Cherish
• Earthborn Holistic
• Eukanuba
• Feline Natural
• K9 Natural
• Glow
• Golp
• Healthy Everyday Pets
• Hill’s Science Diet
• Holistic Select
• Ivory Coat
• LifeWise
• Man’s Best
• Meals for Mutts
• Prime (spd BARF only)
• Pro Plan
• Royal Canin
• Royal Canin Veterinary Diet
• SavourLife
• Taste of the Wild
• Trilogy
• Vet’s All Natural (excluding raw food)
• Wellness Core
• XP3020
• Zero G
• Ziwi Peak
• Supplements:
•  Glyde
• ZamiPet
• Flea, Tick and Worming treatment brands:
• Aristopet
• Advantage
• Advantix
• Advocate
• Credelio
• Drontal
• Kiltix
• Profender
• Seresto
• Comfortis Plus
• Bravecto
• Capstar
• Cazitel
• Frontline Plus
• HeartGard
• Moxiclear
• NexGard
• NexGard Spectra
• ParaGard
• Interceptor
• Milbemax
• Revolution
• Selapro
• Sentinel
• Simparica Trio
• Simparica
• Toys, Treats & Leads:
• Greenies
• Rogz
• KONG
• Litter and Accessories
• Breeders Choice
• Catsan
• Catmate
• Ezi-Lock
• Rufus & Coco
• World’s Best

15.1       Brand Cash Expiry

• Premium Food Brand Cash will expire three months after the month in which it was earned. KONG Brand Cash expires six months after the month in which it was earned. Flea, tick and worming treatment Brand Cash expires based on the product treatment period, with a minimum expiry of three months e.g. three months for one and three packs, six months for six packs etc.
• You will be reminded that Brand Cash is expiring via email so make sure your details are up to date! You can also track when your Dollars are expiring by asking a team member in-store, when you are logged into your account online or on the Petstock Rewards app.

16          Rewards

PETstock Rewards Program – Terms and Conditions

Effective: 8 November 2023.

DEFINITIONS

‘Application Form’ means the application form for Membership as amended by PETstock from time to time, the current version of which is available [here].

‘App’ means PETstock’s mobile application called the “PETstock App” (if available).

‘Australian Consumer Law’ means Schedule 2 to the Competition and Consumer Act 2010 (Cth);

’Autoship’ means the subscription services offered by PETstock for the purpose of enabling customers to receive the same goods from PETstock on a recurring basis.

‘Brand Cash’ means brand loyalty dollars earned with each eligible purchase transaction on participating brands that are automatically accrued to the Member’s account.

‘Member’ means a person who has applied for membership of the PETstock Rewards Program and whose application has been accepted by PETstock.

‘Members’ means the members of the PETstock Rewards Program.

‘PETstock’ means PETstock Pty Ltd ABN 80 098 394 588 and includes where appropriate PETstock’s employees, agents, and contractors, officers and Related Bodies Corporate.

‘PETstock Dollars’ means loyalty dollars earned with each eligible purchase transaction that are automatically accrued to the Member’s account.

‘PETstock Group’ means PETstock and its Related Bodies Corporate.

‘PETstock Rewards Program’ means the PETstock loyalty and rewards program operated by PETstock in accordance with these terms and conditions, as amended from time to time.

‘Qantas Points’ means loyalty points accrued in the Qantas Frequent Flyer Program, in accordance with the Qantas Frequent Flyer Terms and Conditions.

‘Qantas Frequent Flyer Program means Qantas’ Frequent Flyer loyalty program.

‘Qantas Frequent Flyer Terms and Conditions’ means the terms and conditions published on the Qantas Website from time to time which form the basis of the Qantas Frequent Flyer Program (as amended from time to time), available here.

‘Related Body Corporate’ has the meaning given to it in the Corporations Act 2001 (Cth).

‘Reward’ means a benefit accrued or awarded under the PETstock Rewards Program, in accordance with these terms and conditions.

‘Reward Option’ means the option to receive either: (i) Brand Cash and PETstock Dollars; OR (ii) Qantas Points; on eligible purchases from PETstock in store and on-line

‘We’, ‘us’ and ‘our’ are references to PETstock.

‘You’ and your’ are references to you.

MEMBERSHIP

1. An applicant may apply to be a Member by signing up:
2. In a PETstock store;
3. On our website at: www.petstock.com.au/account/register; or
4. On our App (if available).
5. Membership is only available to individuals. Trusts, partnerships, joint ventures, associations and corporations cannot apply.
6. PETstock may (acting reasonably) accept or refuse an application for Membership in its discretion. If an applicant does not provide the necessary information on the Application Form, that applicant may not be eligible to participate in the PETstock Rewards Program.

• Membership rights are determined by PETstock from time to time and may include discounts for products purchased at PETstock stores.  Where possible, PETstock will notify Members when there are changes to Membership rights in accordance with clause 78 of these terms and conditions.
• Discounts, Rewards and other benefits available in the PETstock Rewards Program are personal to the Member noted on the Application Form and may not be transferred or used in conjunction or combination with any other offer or promotion. Member discounts are not available on goods at ‘sale’ or ‘special’ prices.
• It is the responsibility of the Member to maintain a valid postal address, email address and mobile phone number with PETstock and to keep your Membership details up to date, in order to continue to receive Member benefits.
• PETstock’s St Arnaud, Barham and Cohuna stores do not participate in the PETstock Rewards Program. Purchases made in those stores will not earn Rewards and Rewards may not be redeemed at those stores.

PARTICIPATION AND LIMITATION OF LIABILITY

• By applying for Membership, the applicant acknowledges and accepts these terms and conditions, which will apply upon the issue of an approved Membership.
  
  
• Each Member consents and agrees to receive marketing information, offers and special discounts from PETstock and PETstock Group members. A Member may choose to opt out at any time by either unsubscribing from notifications using the tools provided in the sent communication or by contacting their store or PETstock Head Office on customerservice@petstock.com.au.
  
  
• If requested, a Member must produce proof of Membership if seeking the benefit of any Reward, discount or other benefit offered to Members, or upon request by PETstock. This is currently through provision of their Membership number or appropriate form of identification such as a current drivers licence.
  
  
• Any liability (including for tax) arising out of or in any way connected with a Member’s participation in the PETstock Rewards Program is the responsibility of that Member.
  
  
• Nothing in these terms and conditions excludes, modifies or purports to exclude or modify the statutory consumer guarantees set out in the Australian Consumer Law (Non-Excludable Guarantees). The Australian Consumer Law implies terms, conditions or warranties into contracts for the supply of goods or services that cannot be excluded (Non-excludable Guarantees).

1. If the Australian Consumer Law or any other legislation implies a condition, warranty or term into these terms and conditions or provides statutory guarantees in connection with the goods or services supplier, PETstock’s liability for breach of such condition, warranty or other term or guarantee is limited, to the extent it is able to do so, to:

1. in the case of the supply of products, PETstock doing one or more of the following:
   1. replacing the products, or supplying equivalent goods;
   1. repairing the products;
   1. paying the cost of replacing the goods or of acquiring equivalent products; or
   1. paying the cost of having the relevant goods repaired; or
      
      
   1. in the case of the supply of services, PETstock doing either or both of the following:
      1. supplying or arranging for the supply of the services again; and/or
      1. paying the cost of having the services supplied again.

1. Except for any liability that cannot by law be excluded, including the Non-Excludable Guarantees, PETstock is not responsible for and excludes any liability, loss, damage or expense incurred by a Member  in connection with PETstock Rewards Program, including injury or loss incurred whilst participating in any activity of PETstock Rewards Program or PETstock or in any activity in which Members are invited to participate, except to the extent that such loss, damage or expense arises as a direct result of PETstock’s wilful misconduct or negligence. 

1. All discounts for Members for purchases at PETstock stores are subject to availability.
   
   
2. Member discounts are not negotiable, are non-transferable, and are not redeemable for cash.
   
   
3. To the maximum extent permitted by law:
4. PETstock makes no warranty or representation as to the quality, suitability or merchantability of any goods or services offered or redeemed as Rewards;  and
5. PETstock will not be liable in any way if Rewards, benefits or promotions are unavailable as a result of a technical malfunction, operator fault, errors resulting from computer hardware or software errors or failure.
   
   
6. PETstock does not warrant in any way that the Rewards, discounts or benefits for Members will be available at any particular time or times or in any particular place.
   
   
7. For purchases made online, the PETstock Terms and Conditions, available here, will apply.

PETSTOCK DOLLARS AND BRAND CASH

• Customers must be a Member to qualify to earn PETstock Dollars.
  
  
• Members who prior to 9 November 2023 elected to receive Qantas Points as their nominated Rewards Option will not receive PETstock Dollars in the PETstock Rewards Program.
  
  
• Members receive $10 in PETstock Dollars for every $500 spent on all eligible products (except for equine food products (see condition 25), grooming (see condition 26) and puppy school (see condition 27).  – See below for the rate that PETstock Dollars accrue on these products and services. Members will not accrue PETstock Dollars for Adoption, Pet sitting, gifts cards, products eligible for Brand Cash, freight, Autoship purchases, gas bottle sales and refills and microchipping.
• PETstock Dollars can be redeemed at any time in-store or online at www.petstock.com.au on all products, excluding gift cards, pet adoption, microchipping, Autoship purchases and shipping.
• PETstock Dollars may be redeemed by the Member immediately after they are earned. PETstock Dollars are non-transferable and cannot be redeemed for cash. PETstock Dollars earned on goods and subsequently returned or refunded will be cancelled.
• PETstock Dollars are not earned when a Member opts to price match a product and PETstock agrees to discount the product or service to match the competitor’s price (except where matched to PETstock’s website).
• PETstock Dollars accrue for vet clinic services only at PETstock VET branded clinics.
• Any queries regarding PETstock Dollars need to be submitted in writing to the PETstock Customer Experience Team at customerservice@petstock.com.au.

Equine Food Products

• Members will receive $2.50 in PETstock Dollars for every $500 spent on equine food products.

Grooming

• Members receive $6 in PETstock Dollars for every $100 spent on grooming services. Grooming services are limited to services performed by a PETstock Groomer and are restricted to the following treatments:
• Parasite control
• Bathing and drying
• Brushing and combing
• Nail clipping
• Hair clipping
• Ear cleaning / plucking

Puppy School

• Members receive $6 in PETstock Dollars for every $100 spent on PETstock puppy school.

PETstock Dollars Expiry

• If a Member does not make a purchase for a period of three (3) months from the end of the month they made their last purchase, their PETstock Dollars will be cancelled and the balance reverts to zero.
• If a Member shops at PETstock at least once every three (3) months and their Membership remains active, PETstock Dollars will expire after twelve (12) months at which time their PETstock Dollars balance will revert to zero.
• Members can also track when their PETstock Dollars are expiring by asking a team member in-store, when logged into their account online or on the  App (if available).

Brand Cash

• Customers must be a Member to qualify to earn Brand Cash.
• 35. Members who prior to 9 November 2023 elected to receive Qantas Points as their nominated Rewards Option will not receive Brand Cash in the PETstock Rewards Program.
  Members will receive Brand Cash to the value of 15% of the scanned price of an individual brand of participating dog and cat premium food and flea, tick and worming treatments, KONG, Greenies, Rogz or selected Litter, which will be automatically added to the Member’s PETstock Rewards account.
  
  
• Brand Cash is redeemable on the same dog and cat premium food or flea, tick and worming treatment brand or KONG, Greenies, Rogz or selected litter and is not restricted by size or type of food i.e. dry and wet. Brand Cash earned from Premium Food brands cannot be redeemed on treats.
  
  
• Brand Cash is redeemable two hours after the transaction in which it was earned.
  
  
• Brand Cash is not earned for items ordered on Autoship.
  
  
• Brand Cash is not earned when a member opts to price match (except when price matching to PETstock’s website).
  
  
• Brand Cash is only earned on participating brands and excludes all treats of the same brand. Only available on selected Prime 100 food products. Excludes Hill’s Prescription Diet and Royal Canin Veterinary Diet.
  
  
• 15% Brand Cash back is available on the following participating brands:
• Premium Food brands:
• Advance
• Balanced Life
• Big Dog
• Black Hawk
• Canidae
• Cherish
• Earthborn Holistic
• Eukanuba
• Feline Natural
• K9 Natural
• Glow
• Golp
• Healthy Everyday Pets
• Hill’s Science Diet
• Holistic Select
• Ivory Coat
• LifeWise
• Man’s Best
• Meals for Mutts
• Prime (spd BARF only)
• Pro Plan
• Royal Canin
• Royal Canin Veterinary Diet
• SavourLife
• Taste of the Wild
• Trilogy
• Vet’s All Natural (excluding raw food)
• Wellness Core
• XP3020
• Zero G
• Ziwi Peak
• Supplements:
• Glyde
• ZamiPet
• Flea, Tick and Worming treatment brands:
• Aristopet
• Advantage
• Advantix
• Advocate
• Credelio
• Drontal
• Kiltix
• Profender
• Seresto
• Comfortis Plus
• Bravecto
• Capstar
• Cazitel
• Frontline Plus
• HeartGard
• Moxiclear
• NexGard
• NexGard Spectra
• ParaGard
• Interceptor
• Milbemax
• Revolution
• Selapro
• Sentinel
• Simparica Trio
• Simparica
• Toys, Treats & Leads:
• Greenies
• Rogz
• KONG
• Litter and Accessories:
• Breeders Choice
• Catsan
• Catmate
• Ezi-Lock
• Rufus & Coco
• World’s Best

The list of products is subject to change from time to time. The current list will be accessible on the PETstock website, so please check back regularly for the updated list. All products and brands are subject to availability.

Brand Cash Expiry

• Brand Cash will expire three months after the month in which it was earned. Brand Cash earned on KONG and Rogz Brand products will expire six months after the month in which it was earned. Brand Cash earned on flea, tick and worming treatments will expire based on the product treatment period, with a minimum expiry of three months e.g. three months for one and three packs, six months for six packs etc.
• You will be reminded that your Brand Cash is expiring via email, so make sure your details are kept up to date!

QANTAS POINTS (QANTAS FREQUENT FLYER)

General

• From 9th November 2023, Members will no longer be able to link a Qantas Frequent Flyer account and earn Qantas Points through purchases at Petstock. Members who have their QFF account already linked prior to 9th November 2023, will be able to continue to earn Qantas Points on purchases up until 23:59 AEDT 9th December 2023, and the following clauses 45 to 63 (inclusive) apply to these Members only during this time.

45.             Customers must be a Member of the PETstock Rewards Program to earn Qantas Points on eligible purchases at PETstock stores and on the PETstock website and have prior to 9 November 2023 elected to receive Qantas Points as their Rewards Option in the PETstock Rewards Program;

46.             Members who elect to receive Brand Cash and PETstock Dollars as their Rewards Option will not receive Qantas Points in the PETstock Rewards Program;

47.             Qantas Points accrue for eligible purchases at PETstock branded stores only (both in-store and online purchases). Qantas Points do not accrue for purchases at any other branded stores operated by the Petstock Group (e.g Best Friends Pets branded stores or My Pet Warehouse branded stores);

48.             Members must also be a member of the Qantas Frequent Flyer Program to earn Qantas Points in the PETstock Rewards Program; 

49.             Qantas Frequent Flyer Program membership and the issuing of Qantas Points are subject to the Qantas Frequent Flyer Terms and Conditions. Each Member that elected prior to 9 November 2023 to earn Qantas Points as part of the PETstock Rewards Program acknowledges and agrees that the accruing of Qantas Points under the PETstock Rewards Program will be subject to these terms and conditions, and that the Qantas Points are subject to the Qantas Frequent Flyer Terms and Conditions;

50.             The number of Qantas Points accrued on purchases by the Member will be notified by PETstock to Qantas 30 days after the day of the eligible purchase online or in-store. Members should allow 45 days for Qantas Points to appear on their Qantas Frequent Flyer Program account.  Points will only be allocated in accordance with the Qantas Frequent Flyer Terms and Conditions;

51.             Redemption of Qantas Points is only available through the Qantas Frequent Flyer Program in accordance with the Qantas Frequent Flyer Terms and Conditions;

52.             Qantas Points are not able to be redeemed for PETstock purchases online or in-store;

How to accrue Qantas Points

53.             Qantas Points will not be earned for items ordered on Autoship;

54.             Qantas Points will accrue for multiple transactions in one day. For 5x bonus Qantas Points when shopping the same brand: 1) each transaction must be at least 2 hours after the previous transaction; and 2) multiple transactions per day must be at least 2 hours apart to earn bonus points;

55.             Qantas Points are not earned when a Member opts to price match to a competitor’s price, except when price matching to PETstock’s website at www.petstock.com.au;

One Qantas Point per dollar spent everyday

56.             Members will receive one (1) Qantas Point per dollar spent on all eligible products. Members will not accrue Qantas Points on the following excluded items: Equine food products, Rural food products, Rural timber fencing, Adoption, Pet sitting, gifts cards, freight, Autoship purchases, gas bottle sales and refills and microchipping.

57.             The total number of Qantas Points to be accrued in respect of each transaction will be rounded down to the nearest full Qantas Point.

58.             Qantas Points earned on goods and subsequently returned or refunded will be cancelled.

Grooming

59.             Members earn Qantas Points at a rate of three (3) Qantas Points per dollar spent at PETstock for grooming services. Grooming services are limited to services performed by a PETstock Groomer and are restricted to the following treatments:

Parasite control

Bathing and drying

Brushing and combing

Nail clipping

Hair clipping

Ear cleaning / plucking

Puppy School

60.             Members earn three (3) Qantas Points per dollar spent on PETstock puppy school.

Brand Bonus Points

61.          Members will receive five (5) bonus Qantas Points per dollar of the scanned price of an individual brand of participating dog and cat premium food and flea, tick and worming treatments, KONG, Greenies, Rogz or selected Litter if they return to shop the same brand within the qualifying period.

62.          The qualifying period is as follows:

Three months after the month in which it was earned for Premium food and selected litter.

Six months after the month in which it was earned for KONG and Rogz. 

Flea, tick and worming treatments based on the product treatment period, with a minimum expiry of three months e.g. three months for one and three packs, six months for six packs etc.

63.          5x bonus Qantas Points are available on the following participating brands.

Premium Food brands:

Advance

Balanced Life

Big Dog

Black Hawk

Canidae

Cherish

Earthborn Holistic

Eukanuba

Feline Natural

K9 Natural

Glow

Golp

Healthy Everyday Pets

Hill’s Science Diet

Holistic Select

Ivory Coat

LifeWise

Man’s Best

Meals for Mutts

Prime (spd BARF only)

Pro Plan

Royal Canin

Royal Canin Veterinary Diet

SavourLife

Taste of the Wild

Trilogy

Vet’s All Natural (excluding raw food)

Wellness Core

XP3020

Zero G

Ziwi Peak

Supplements:

Glyde

ZamiPet

Flea, Tick and Worming treatment brands:

Aristopet

Advantage

Advantix

Advocate

Credelio

Drontal

Kiltix

Profender

Seresto

Comfortis Plus

Bravecto

Capstar

Cazitel

Frontline Plus

HeartGard

Moxiclear

NexGard

NexGard Spectra

ParaGard

Interceptor

Milbemax

Revolution

Selapro

Sentinel

Simparica Trio

Simparica

Toys, Treats & Leads:

Greenies

Rogz

KONG

Litter and Accessories:

Breeders Choice

Catsan

Catmate

Ezi-Lock

Rufus & Coco

World’s Best

The list of products is subject to change from time to time. The current list will be accessible on the PETstock website, so please check back regularly for the updated list. All products and brands are subject to availability.

OTHER BENEFITS

DIY Dog Wash

• Members receive a maximum of one (1) free DIY dog wash at PETstock per calendar year.

PETstock VET

• Members will accrue PETstock Dollars or Qantas Points (whichever is applicable) on dollars spent on vet clinic services at PETstock Vet branded clinics.
  
  
• Members will also receive $20 off their very first PETstock VET consultation as a new client, one (1) free annual nurse dental check and one (1) free nurse weight & nutrition check at a PETstock VET to a maximum of one (1) per Member, per calendar year.
  
  
• Dental checks and nutrition checks are only available at PETstock VET hospitals, not animal health centres.

CHANGES AND TERMINATION

• Members acknowledge that:
  • the PETstock Rewards Program is a program that PETstock offers to reward loyal customers;
  • the PETstock Rewards Program is an additional benefit offered by PETstock to its customers;
  • from time to time PETstock may need to make changes to aspects of the PETstock Rewards Program, for example,  to reflect operational changes, changes in law and changes in suppliers or availability of products; and
  • it may also need to cancel or vary access to the Program as a result of these changes, or where Members have not complied with the terms of the PETstock Rewards Program.

• Member rights are valid until:
  • terminated or cancelled by PETstock (acting reasonably and in accordance with these terms and conditions);
  • the relevant Rewards expire in accordance with these terms and conditions; or
  • the Member notifies their nominated PETstock store that he or she wishes to terminate their Membership. 
    
    
• If we determine that you have used the Rewards or any discounts in an excessive, unreasonable or fraudulent manner, we may, acting reasonably, cancel, revoke or limit your right to enjoy the Rewards and other benefits under the PETstock Rewards Program immediately by notice to you. If you believe we have unreasonably cancelled, revoked or limited your right to enjoy the Rewards, you can contact our Customer Experience Team at customerservice@petstock.com.au or call 13PETS.
  
  
• A Member may terminate their participation in PETstock Rewards at any time by calling the PETstock Customer Experience Team on 13PETS or by contacting their local store. Any PETstock Dollars and Brand Cash accrued at the date of the termination will be forfeited. Any purchases made after the date of the termination will not accrue any PETstock Rewards.
  
  
• PETstock may terminate a Membership without notice if PETstock has reason to suspect that a Member is misusing the PETstock Rewards Program, including if a Member:
• fails to comply with these terms and conditions;
• provides PETstock with any misleading information; or
• registers and/or activates more than one account.
  
  
• If a Membership is terminated in accordance with these terms and conditions, PETstock may, acting reasonably in the circumstances, also cancel any Rewards accrued at the date of termination.
  
  
• You acknowledge that certain products or offers available in the PETstock Rewards Program may become unavailable or be otherwise impacted by reasons outside of PETstock’s control.
  
  
• PETstock may at any time in its absolute discretion revise any of the Rewards offered in the PETstock Rewards Program or substitute advertised discounts for any other item of a comparable value or change, terminate or cancel Membership rights. PETstock will use its reasonable endeavours to provide notice of any such changes or variations on the PETstock website however in certain circumstances this may not be possible.
  
  
• From time to time, PETstock may need to modify, vary or replace these terms and conditions, for example to reflect changes in laws or changes in our arrangements with our partners and suppliers. PETstock will provide notice to Members of any such variation of these terms and conditions by posting a notice on the PETstock website. Where reasonably possible, the notice period will be 30 days. In some circumstances, it may be necessary to make more urgent changes, in which case we will give you as much notice as reasonably possible in the circumstances. You may cancel your Membership within the period of that advance notice (or at any time), in the event that you do not wish to agree to the relevant change. Please review the PETstock website regularly to check for changes.
  
  
• If you continue to use your Membership following the effective date of the variation to these terms and conditions, you will be deemed to have accepted the revised terms and conditions.
  
  
• PETstock also reserves the right to suspend or terminate the PETstock Rewards Program at any time. PETstock will provide as much notice as reasonably possible in the circumstances (by notification on the PETstock website) of any suspension or termination of the PETstock Rewards Program.

GENERAL

• These terms and conditions supersede and replace any and all previous terms and conditions specifically governing the PETstock Rewards Program.
  
  
• Members participating in the PETstock Rewards Program and its associated promotions are bound by these terms and conditions. 
  
  
• These Terms are governed by the laws of Victoria, Australia.
  
  
• Any questions regarding the PETstock Rewards Program should be referred to your local PETstock store or by contacting the PETstock Customer Experience Team at customerservice@petstock.com.au or calling 13PETS.
  
  
• Any queries regarding the number of Qantas Points, PETstock Dollars or Brand Cash accrued in connection with the PETstock Rewards Program must be submitted in writing to the PETstock Customer Experience Team at customerservice@petstock.com.au. PETstock, acting reasonably, will attempt to resolve any concerns. PETstock’s records of the relevant transactions will be determinative of the value of the transaction. 
  
  
• For more information regarding PETstock Rewards, please refer to our Frequently Asked Questions page at www.petstock.com.au/help/faq

SUBMITTING FEEDBACK

• We retain the right and discretion (but not the obligation) to edit, delete, reject or remove any comment which you post or seek to post in the comments areas of the public-facing pages of the website.
  
  
• You grant us a non-exclusive, royalty-free, perpetual, worldwide licence to reproduce and deal with any material you submit to us by all means whatsoever (including, without limitation, in print and electronic format).

PRIVACY STATEMENT

• PETstock’s current Privacy Policy can be found here. PETstock collects, handles, uses and protects Members’ personal information in accordance with PETstock’s Privacy PolicyIn addition to the terms and conditions relating to disclosure of a Member’s personal information provided under PETstock’s Privacy Policy, PETstock will disclose a Member’s personal information to Qantas and its related bodies corporate and agencies that assist Qantas to administer the Qantas Frequent Flyer Program (if you elected prior to 9 November 2023 to accrue Qantas Points as your Reward Option in the PETstock Rewards Program).

THIRD PARTY INFORMATION

• We may disclose your personal information to:
• our employees, other members of the PETstock Group, contractors or service providers; and
• suppliers and other third parties with whom we have commercial relationships, for business, marketing, and related purposes.
  
  
• In the unlikely event of an investigation into suspected unlawful or improper activity, a law enforcement agency or government agency may exercise its legal authority to inspect the web server’s records (e.g. in relation to hacking or abusive messages). For more information on how we collect and use your personal information, please refer to our Privacy Policy.
• PETstock will send relevant offers and/or information from our preferred suppliers to our Members where we feel that information is of particular benefit or of interest to our Members.

17          Smart Price Guarantee

Find a better deal on an identical item, and we’ll match it subject to the following terms and conditions (Smart Price):

• Petstock reserves the right to refuse a Smart Price request if price falls below cost. Smart Prices are at our sole discretion.
• For a Smart Price to take place the customer must be a Member of our Petstock Rewards program.
• A competitor’s publicly advertised price must be produced by the customer to the Petstock team.
• The products must be an identical product that is in stock in the quantity requested and available for sale by both the competitor and Petstock at the time of quoting (i.e. no backorders or rainchecks).
• We will only Smart Price match a product that is available within a 15 km radius from our store or at that Store Manager’s discretion for products outside a 15 km radius.
• The product must be new and identical: including brand, model, year of manufacture and colour. Identical is defined by: same brand, model, year of manufacture, colour, size, flavour, variety and quality.
• Smart Price requests will not be considered retrospectively after an order has been placed or purchase completed with Petstock.
• The Smart Price request must include all associated costs, including GST & taxes, delivery, freight, fees and charges.
• The Smart Price request must include any bonus offers or accessories offered by Petstock.
• Excludes any cash back offers and reproductions (e.g. photocopies, print outs etc.) from the matching retailer
• Petstock will not Smart Price match against Marketplaces, independent sellers, or any websites that do not sell directly to the general public.
• Our Customer Experience team will aim to get to your Smart Price request within 24 hours. However, in busy periods the response time may be slightly delayed.
• Smart Price requests will not earn Petstock Dollars or Brand Cash through our Petstock Rewards Program.
• Smart Prices do not automatically apply to future transactions.
• Smart Prices do not apply to the Auto-Ship / Repeat Delivery service.
• Petstock Dollars and/or Brand Cash will still be earned when price matching an in-store product from any Petstock store or against Petstock’s online store – excluding Autoship / Repeat Delivery.

18          Pricing Policy

We are committed to offering our customers convenience, service and product availability at competitive prices, whether shopping at your local store or online with us.

Product availability and pricing of some products may vary between this Website, other websites operated by us and stores. From time to time we may run ‘online only’ offers which may vary from store advertising or not be available elsewhere.

Prices displayed online are current at the time of issue but may change at any time and are subject to availability. Prices and availability of items are subject to change without notice.

Where a price is compared to a higher price that higher price may not have been the price immediately before and intermediate price reductions may have occurred. Goods may have been available at the lower price for longer than they were offered at the higher price.

19          Warranty

We are committed to honouring consumer guarantees under the Australian Consumer Law and New Zealand Consumer Guarantees Act. This means we will assist you if goods:

• are or become faulty through no fault of your own;
• are not fit for a stated purpose or a purpose you made known to us;
• do not match our description or sample; or
• have defects that were not obvious, or we did not bring to your attention.

If the fault is minor or can be repaired, then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

However, you may be asked to provide your receipt as proof of purchase. You may also be asked to demonstrate that the problem with the goods was not your fault.

You will ensure that goods we supply to you are not used for any purpose for which they are not suitable, and you shall be responsible for the handling and care of all such goods.

20          Shipping and Delivery – Australia

For deliveries within Australia, all our standard shipping is sent via Australia Post or Courier from our nationwide dispatch locations.

Your order is expected to be delivered in 2-5^ business days within Metro areas. Regional destinations may take up to 7^ business days.

^Delivery times may vary depending on location, carrier and public holidays.

20.1       Free Standard Shipping

Free Shipping will automatically be calculated on your cart upon reaching a value of $25 or more, after all other discounts are applied.

Free shipping only applies to most major metropolitan regions.

You may be charged for shipping if your delivery address is not within a major metropolitan region or if your order exceeds a weight limit of 80kgs.

The free shipping offer may not be valid with other discounts or offers and excludes gift cards and large items such as kennels, fish tanks and cat scratchers.

If your order doesn’t qualify for free standard shipping, the cost of shipping with be calculated at checkout.

Gift cards are shipped at a flat rate of $4.95 when purchased separately.

The purchase of live fish is subject to a separate set of freight terms due to the nature of the order. See the specific Live Fish Delivery T&C’s further down this page for more details

20.2       Express Shipping

We use Australia Post Express. The estimated delivery time for express post orders is 1-3 business days. Shipping times may be delayed during peak periods. If your address is not within a major metropolitan region you may not qualify for express shipping.

20.3       Authority to Leave (ATL)

This service is available with any home delivery orders. An address must first be considered accessible and safe by the courier. If it is, they will then leave it in a safe place.

When you select Authority to Leave as an option at checkout, you will authorise Petstock and our couriers to deliver your parcel at your nominated delivery address without requiring you to sign for delivery. If you choose Authority to Leave, you accept full responsibility and if you do not receive any items that have been delivered by ATL delivery, they will not be replaced or refunded unless otherwise required by law.

20.4       Shipping Destinations

Petstock Pty Ltd ships goods to all of mainland Australia and Tasmania; however at this time we do NOT accept international orders through our website. Please contact us on 13 PETS to enquire about a special order for deliveries outside of our specified areas.

21          Returning a Product for a Refund or Exchange

We want you to be completely satisfied with every item that you purchase from us. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law and New Zealand Consumer Guarantees Act.

21.1       When to return a product?

When there is a problem

We are committed to honouring consumer guarantees under the Australian Consumer Law and New Zealand Consumer Guarantees Act. This means we will assist you if goods:

• are or become faulty through no fault of your own;
• are not fit for a stated purpose or a purpose you made known to us;
• do not match our description or sample; or
• have defects that were not obvious or we did not bring to your attention.

If the fault is minor or can be repaired then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

You may be asked to demonstrate that the problem with the goods was not your fault.

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, Member’s Account transaction history, or online purchase transaction history or some other acceptable form of proof of purchase.

Change of mind

We will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

• be returned within 28 days of purchase;
• be unused, undamaged, in original packaging with all accessories and instruction manuals and in resalable condition;
• be returned together with any free or bonus item or gift with purchase that was given to you together with the product at the time of purchase; and
• not be a gift card or gift voucher.

The unwanted product must be returned to us either via post or in person to one of our stores. For online transactions, all ‘change of mind’ transactions will be processed as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to one of our physical stores of the same brand.

21.2       How do I return a product purchased online?

Items purchased from our online store can be returned via post to our Online Warehouse or in person at any of our physical stores of the same brand.

If you would like to post the item back to our Online Warehouse, please contact our Online customer service team to assist with organising the best method of shipping for your return or exchange, on customerservice@petstock.com.au.

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).

21.3       Who pays for the return of my purchase?

We will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product’ above), provided they are returned to us using the recommended shipping method (as discussed with an online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind’ returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our Online Warehouse. We cannot be responsible for any items damaged or lost during return transit.

21.4       How long will my refund take?

Please allow seven business days for the return to be processed after your item arrives at our Online Warehouse.

21.5       Can I return my online purchase to a store?

Online purchases can also be returned to any one of our physical stores of the same brand. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind’ returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.

Need to return an item now? Click here to send an email to customerservice@petstock.com.au.

22          Our Palatability Guarantee

Our premium food suppliers pride themselves on the quality and palatability of their products.

We are so confident in our supplier’s offerings that we will offer a 100% money back palatability guarantee, subject to the following conditions:

• The product requested for refund must be 75% full. If the product has less than 75% of the food remaining, then the money back guarantee in no longer valid;
• Product returned must still be within date. Expired stock will not be accepted;
• Customers must provide the original sales receipt;
• All products purchased will be refunded at the price purchased including those purchased during promotion;
• Team Members must be provided with an explanation as to why the product is being returned; and
• The customer’s Name, Member number and contact details must be provided.

When all of the above points have been actioned, a full refund of the product purchased will be provided.

Our Palatability Guarantee is available on Meals for Mutts 2.5kg only. Excludes Meals for Mutts 20kg and 9kg bag sizes. Excludes Ziwi Peak 4kg bags.

23          Repairs under Manufacturer’s Warranties

There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty or consumer guarantee provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.

Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.

Some manufacturers use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer’s contact details.

We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.

You may have remedies available under the Australian Consumer Law. Nothing in this condition is intended to limit the application of the Australian Consumer Law. 

24          Capacity

Use of this website is restricted to those aged over 18 and those able to enter into a legally binding contract.

25          GST

The prices displayed on this website include Goods and Services Tax (GST).

26          Limitation of liability

We will use our reasonable endeavours to ensure that the Website and our Services are correct, accurate and available. However, to the fullest extent permissible at law, we are not liable for loss or damage (including, without limitation, financial loss, damages for loss in business projects, loss of profits or other economic losses, or any indirect, special, economic or consequential loss) whether arising in contract, tort or otherwise from the use of, or inability to use, this Website, the Services or any material appearing on this Website, or from any action or decision taken as a result of using this Website, the Services or any such material, except to the extent that any such loss or damage is caused by our own negligence or wilful misconduct.

We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

You acknowledge that despite reasonable precautions on our part, there is a risk of unauthorised access to or alteration of your transmissions or data or of the information on your computer or this Website.

We do not accept any responsibility or liability for any losses that you may sustain as a result of any such activity.

Nothing in these Terms is intended to exclude liability for loss or damage that cannot be excluded at law or to limit your rights available at law, including under the Australian Consumer Law.

27          Security Policy

When purchasing from Petstock your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support centre on 13 PETS.

28          Gift Cards

28.1       1. Gift Card Redemption & Exclusions

1. Redemption

Except for the exclusions listed in paragraph 1.2 (Exclusions) below, once loaded with value your Gift Card may be redeemed for purchases at stores of the gift card brand purchased.

2. Exclusions

The following are the exclusions applicable to the redemption of your Gift Card:

1. all purchases made via phone, facsimile, or email;
2. payment of store accounts; and
3. Gift Cards cannot be used to purchase Gift Cards or other tender.

2. How to load value onto your Gift Card

1. In store Gift Card purchases

Present the Gift Card to our point of sale Team Member. Nominate the value you wish to be loaded on the eGift Card. A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card.

2. Online Gift Card purchases

Nominate the value you wish to be loaded on the Gift Card. A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card. Add the Gift Card to your cart and proceed to checkout.

3. All Gift Cards

Pay for your Gift Card value with the tender of your choice (other than a Gift Card). The transaction will be completed when the Gift Card is activated and loaded with value. There may be a delay with the Gift Card activating in the system once loaded. During this delay, the Gift Card cannot be used for purchases or transaction enquiries. Except if expressly stated by us in the case of special promotions, you will not be awarded any Petstock Dollars when you purchase a Gift Card.

3. Using your Gift Card

Making a purchase in-store with your Gift Card

Present the Gift Card to our point of sale at a store of the gift card brand purchased, with the merchandise that you wish to purchase using that Gift Card. The transaction will be completed when the balance has reduced on your Gift Card. No change will be given for any Remaining Gift Card Value. The Remaining Gift Card Value may be used in whole or part against future purchases. You agree that we can reduce the Remaining Gift Card Value by the value of all purchases of goods and services that are authorised by you.

Transactions[NRFA4] [PS5]  are authorised by you via the following methods:

• allowing an operator or other person to do so, at the point of sale; or
• giving us detail of the Gift Card and authorising the transaction in some way approved by us.

When you authorise a transaction:

• you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and
• you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.

Transactions are authorised by you via the following methods:

1. entering your gift card barcode, agreeing to the Terms and Conditions and completing the purchase.

[NRFA6] [PS7]  Purchases exceeding the Remaining Gift Card Value

Your Gift Card may only be used to make purchases up to the initial Gift Card value or the Remaining Gift Card Value. If you wish to make a purchase for an amount that exceeds the Gift Card value or the Remaining Gift Card Value, you must pay the excess using another payment method.

4. Exchanging items purchased with a Gift Card

Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to Petstock’s exchange and returns policy.

5. Issues with goods or services purchased with a Gift Card

If you have an issue with any goods or services that you purchased with a Gift Card you should contact the store where the purchase was made or customerservice@petstock.com.au.

6. No cash advances

Gift Cards are not legal tender, account cards, credit or debit cards or securities. You cannot obtain any cash advance with your Gift Card, redeem your Gift Card for cash or receive any portion of the Remaining Gift Card Value in cash.

7. Checking your Gift Card balance and transaction history

You will not be sent statements of transactions on a Gift Card. You can check your Gift Card balance at any time in-store, or by calling 13 PETS.

8. Can I exchange my Gift Card?

You cannot exchange your Gift Card for a different denomination or type of Gift Card or for another tender, cash or discount.

9. Can I purchase a gift card using a gift card?

Gift Cards cannot be used to purchase another gift card.

10. Destruction of Gift Card with no value

All Gift Cards remain the property of Petstock. If the Remaining Gift Card Value is zero your Gift Card cannot be reloaded. Our point of sale operator may destroy your expended Gift Card or you must destroy it by cutting it in half diagonally.

4. Expiry, cancellation and re-issue of Gift Card

1. Expiry of Gift Cards

As of April 2018 Petstock Gift Cards are not subject to an expiry period and remain valid for use until the balance of the card has been expended. Gift Cards purchased prior to April 2018 remain subject to the 12 month expiry period set upon the original issue of the gift card.

Cancellation and voiding of Gift Cards

1. Gift Cards cannot be cancelled once they are issued except if voided by Petstock, or if their value is used.

2. We reserve the right to void any Gift Card that appears to have been defaced, mutilated, altered or tampered with in any way and Petstock may subject Gift Cards to a verification process.

3. We reserve the right to cancel any Gift Card, or to cancel or suspend the Gift Card program, for any reason at any time without notice. This may be necessary in certain circumstances such as in the case of a change in laws, where we have supply issues or technical issues. In such instances (except those set out in paragraph 2 above) we will elect to provide a refund or a replacement Gift Card.

4. We reserve the right to correct the balance of your Gift Card if we believe that a clerical or accounting error has occurred.

3Re-issue of faulty or damaged Gift Cards

A re-issue of faulty or damaged Gift Cards is not available unless the fault or damage to the Gift Card is proven to be a result of the production process or otherwise due to the fault of us or our agents or contractors

5. Lost or stolen Gift Cards

Treat your Gift Card like cash. Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card.

6. Your Gift Card, your responsibility

You are responsible for the use and safety of your Gift Card. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us.

[NRFA8] [PS9] 

8. Privacy and confidentiality

Our Privacy and Security Notice explains how we handle the personal information that we may collect from you with respect to Gift Cards. A copy of the Petstock Pty Ltd Privacy Policy is available at www.petstock.com.au. It is important that you read and understand both the Privacy and Security Notice and the Privacy Policy.

9. Errors and complaints

If you have reason to believe that an error has occurred in relation to your Gift Card, you should call 13 PETS.

10. Limitation of liability

You have certain rights under the Australian or New Zealand consumer law which cannot be excluded and are not affected by these terms and conditions (including the Australian Consumer Law).

Where any applicable legislation (including the Australian Consumer Law) imposes or creates any term, condition, guarantee or warranty in the Terms or in relation to an order and Petstock’s liability for breach of such terms cannot be lawfully excluded but can be limited, the liability of Petstock will be limited.  If the breach relates to a good purchased, Petstock may choose to replace the goods or supply the equivalent goods, repair the goods, pay the cost of replacing the goods or of acquiring equivalent goods or payment of the repair costs for the goods. If the breach relates to services provided, Petstock may choose to supply the services again or pay the cost of having the service supplied again.

29          SMS Mobile

29.1       What are Petstock SMS Alerts?

Petstock SMS alerts are SMS messages that are sent to opt-in users that contain promotional content for Petstock customers.

29.2       How do I sign up for Petstock SMS Alerts?

Sign up to become a Petstock Rewards Member in-store or online. By signing up, you will typically receive 1-2 Petstock SMS marketing messages per month. Petstock SMS Alerts are not mobile spam. The service is a recurring message program.

29.3       Is it free?

Although all Petstock SMS Alerts are complimentary, Message & Data Rates May Apply. Depending on your text plan, you may be charged by your carrier.

29.4       What if I don’t want to receive any more service messages?

To stop receiving all Petstock SMS Alert messages, simply text STOP to the short code 0477752215. Once your telephone number is opted out of promotional messages, you will receive a final confirmation message and no further messages will be sent to your cell phone or mobile device.

29.5       What if I want to opt back in?

You can start receiving Petstock SMS messages again by following any of the steps outlined in the above section: “How do I sign up for Petstock SMS Alerts”.

29.6       What if I want more info?

To request more info, simply contact our Customer Service Team at customerservice@petstock.com.au.

29.7       Commands:

STOP: At any time, you can text STOP to the short code 0477752215. This will prevent you from receiving any future Petstock Alerts, following the confirmation message(s) described above in the “What if I don’t want to receive any more service messages?” section.

29.8       How are the messages sent?

We may use autodialer or non-autodialer technology to send the text messages described above to the mobile phone number you supply when you opt in.

29.9       Privacy Notice

You can review our privacy notice by clicking here.

30          In-store Live Fish Guarantee

At Petstock, we’re confident that the fish leaving our facility are happy and healthy, however, in the unlikely event that your live fish experience is less than desired, or, you experience a problem, we will guarantee your new fish for 7 days from purchase if the environment that the fish has been placed into is suitable and appropriate. All we ask is that you contact your local Petstock store from where you purchased your fish from, bring in a sample of your aquarium water in a clean container, at least 150ml, to ensure the environment is suitable and safe and your membership card or receipt for proof of purchase.

Once we have tested your water, we will provide you details of the result and help to identify any areas of concern to ensure your new friend is happy and healthy.

In-store Live Fish Guarantee does not apply to live fish ordered online through petstock.com.au.

31          Everyday Low Price Products

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32          Everyday Multi Buy Products

Pro Plan 369g super premium wet dog food range, Pro Plan 85g super premium wet cat food range, Eukanuba 354-374g super premium wet dog food, Holistic Select 369g super premium wet dog food range, Holistic Select 156g super premium wet cat food range, Holistic Select 85g super premium wet cat food range, Ziwi Peak 85g super premium wet cat food range, Ziwi Peak 185g super premium wet cat food range, Ziwi Peak 390g super premium wet dog food range, Canidae Grain Free 368g super premium wet dog food range, Canidae Life Stages 368g super premium wet dog food range, Hill’Stm Science Diettm 363-370g super premium wet dog food , Hill’Stm Science Diettm 354g super premium wet dog food range, Hill’Stm Science Diettm 156g super premium wet cat food range, Hill’Stm Science Diettm 79-82g super premium wet cat food, Hill’Stm Science Diettm 85g super premium wet cat food pouch range, Feline Naturals 85g super premium wet cat food range, Feline Naturals 170g super premium wet cat food range, K9 Naturals 170g super premium wet dog food range, K9 Naturals 370g super premium wet dog food range, Advance 400-410g super premium wet dog food, Royal Canin 85g super premium wet cat food range, Fancy Feast 70-85g classic & inspirations wet cat food, My Dog 85g wet dog food range, Optimum 680-700g wet dog food, Dine 85g wet cat food range, Pick N’ Mix lamb bones, veggie ears, puppy clod, roo sticks, beef liver & chicken sticks, Pisces live bunched plants, Aquarium Industries live bunched plants, Pisces live crickets, Aquarium Industries live crickets, Beco catnip toy range, Beco catnip wand range , Ivory Coat 400g super premium wet dog food range, Royal Canin 85g mini & breed specific super premium wet dog food range, Royal Canin 140g super premium wet dog food range, Royal Canin 195g super premium wet dog food range, Pro Plan 85g super premium wet cat food pouch range, Royal Canin 85g mini & breed specific super premium wet dog food range, Royal Canin 140g super premium wet dog food range, Royal Canin 195g super premium wet dog food range, Eukanuba 354-374g super premium wet dog food, Petstock Tennis Balls junior, Petstock Tennis Balls medium, Petstock Tennis Balls giant,