Terms & Conditions
*20% off storewide sale excludes Flea, Tick and Worm products
Welcome to the Healthy Pet Co website, provided by Healthy Pet Co Pty Ltd ACN 678 540 282 (Healthy Pet Co., we, us or our).
1. OUR TERMS
a) to your use of our website located at www.healthypetco.com.au, including any functionalities and services offered on our website, such as our [Healthy Pet Co Vet Hotline] (as defined in clause 11), the Hub (as defined in clause 13, below), and our Auto-Reorder services (as defined in clause 14) (Website);
b) to your use of our social media channels (Social Media);
c) to your use of our order processing platform connected to our Website (Shopify Platform); and
You are free to simply browse our Website, our Shopify Platform and our Social Media to learn more about us, what we do and the Products we offer.
You must not:
a) post or transmit anything to this Website, our Shopify Platform or our Social Media that is misleading, fraudulent or unlawful or is otherwise threatening, abusive, defamatory, invasive of privacy or publicity rights, vulgar, obscene, profane or otherwise objectionable;
b) restrict or stop other users from using or enjoying this Website, our Shopify Platform or our Social Media;
c) use, modify, copy, distribute, transmit, display, perform, reproduce, publish or license any material on this Website, our Shopify Platform or our Social Media;
d) violate or attempt to violate the security of this Website, our Shopify Platform or our Social Media; or
e) transfer or sell any information, functionality or products or services offered on this Website, our Shopify Platform or our Social Media (including the Products), nor represent that you are entitled to do so.
Any personal information you provide to us when using this Website, our Shopify Platform or our Social Media and/or purchasing our Products will be collected, used and stored by us in accordance with our Privacy Policy.
4. OUR PRODUCTS
a) you are over the age of 18 years and you have full authority, right, and capacity to enter into any agreements with us;
Everything on this Website, our Shopify Platform our Social Media and the Products (including all associated intellectual property) is either owned by, or licensed to, us. This includes the design, compilation and look and feel of this Website, our Shopify Platform, , our Social Media and the Products, and all copyright, trademarks, designs and other intellectual property on this Website, our Social Media and the Products. We also own the trade marks, logos and trade names displayed on this Website, our Social Media and the Products (unless otherwise stated).
a) you shall not retain, acquire or assert any intellectual property right or other right, title or interest in or to the Feedback;
b) we may have development ideas similar to the Feedback;
c) Feedback does not contain confidential information or proprietary information from you or any third party; and
d) we are not under any obligation of confidentiality with respect to the Feedback.
When you place an order with Healthy Pet Co, it is an offer by you to purchase a particular Product or Products for the specified price shown on the Website, our Shopify Platform or Social Media at the time of the order and in accordance with these Terms.
Healthy Pet Co reserves the right to reject your offer to purchase our Products for any reason whatsoever, including but not limited to, error in Product descriptions, you trying to purchase more than normal retail quantities and Product unavailability. Under such circumstances, Healthy Pet Co may contact you to make alternative arrangements.
We further reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders, if any information on the Website, our Shopify Platform or our Social Media is incorrect or inaccurate at any time without prior notice (including after you have submitted your order).
9. DELIVERY
At Healthy Pet Co we offer Australia wide delivery and endeavour to dispatch orders within two business days after placement of the order using third party carriers (such as Australia Post). However, this is an estimate only and there may at times be a delay in dispatching your order (for example during peak times or in the event unforeseen or unavoidable circumstances outside of our reasonable control arise).
We make no guarantees as to the expected delivery times for your Product(s) post-dispatch or with respect to the delivery services of our third party carriers.
We will deliver the Product to the delivery address specified in your order. You are solely responsible for ensuring that you have included the correct shipping details and address when placing orders for Products. If you opt in to contactless delivery (if available), this authorises the delivery driver to leave your parcel in a safe location at the delivery address. Title to and risk in the Product(s) will pass to you upon delivery of the Product(s) to your specified delivery address (including by contactless delivery if applicable).
10. RETURNS POLICY
Refundable products:
We accept returns and offer a full refund for Products returned to us within 14 calendar days or 10 business days (whichever is the greater) from the date of delivery of Products (Return Period) in the following situations:
a) your Product arrives damaged or is the subject of a recall;
b) you have received the wrong Product due to a mistake made on our end and the Product you received is unopened, undamaged, is in the original packaging and in saleable condition; or
c) your Product was undelivered or lost in transit.
Notwithstanding the above, Products returned to us after the Return Period will not qualify for a refund, unless otherwise approved by us in writing (and may be subject to a restocking fee).
Ineligible Products:
Unfortunately, we cannot accept the return of any of our Products (nor provide a refund) in the following situations:
a) you have not submitted a claim to us and returned the Product within the Return Period;
b) you have opened the Product;
c) your pet(s) do not like the Product(s) (including as a result of taste, dietary requirements and/or allergies); or
d) your shipping address was incorrect.
How to submit a request for Refund:
To request a refund, you can contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and comply with our requests (which may include sending order details, receipts, tracking numbers, photographic proof of damaged Products and/or other information as is reasonable to support your claim).
If you are not sure whether you are entitled to a full refund, please contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and we will work with you to resolve the issue.
Upon accepting a request for return, our Customer Service team will issue you with a return number and details for returning the Product to us.
You will be responsible for the cost of returning the Product to us unless otherwise notified by us in writing.
Consumer Law Guarantees
Our Products also come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Consumer and Competition Act 2010) (ACL), including guarantees that the Products will be of acceptable quality.
If you receive Products from us that do not comply with the ACL, you must contact our Customer Service team via the live chatbot widget or by email via info@healthypetco.com.au us with proof of purchase (i.e. a receipt) and follow our instructions for the return of the Product to us for inspection (at your cost) (Disputed Product).
Upon inspection, if we consider that the Disputed Product has a major failure under the ACL, we will provide you with a replacement or refund for that Product (at your election) and any compensation to which you are entitled under the ACL for any other reasonably foreseeable loss or damage.
Upon inspection, if we consider that the Disputed Product provided to you has a minor failure, we will provide you with a replacement or refund for those Products (at our election).
To the extent permitted by law, Healthy Pet Co reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect by you.
11. USE OF HEALTHY PET CO VET AND NUTRITION ADVICE
We have our own fully qualified veterinarian on board to assist you with any pet food, nutrition, vitamin and supplement advice. You can contact our vet support line via our website: https://www.healthypetco.com.au/pages/contact, by typing your request into our live chatbot widget or via email: info@healthypetco.com.au.
While our veterinarians are all appropriately qualified, any information, content, advice, suggestions or recommendations provided on this Website, our Shopify Platform, or via our Social Media, is general in nature and does not constitute personalised veterinary or professional advice as it relates to your pet(s), so must be treated as a guide only. You should always consult your own veterinarian to determine the suitability of our Products to your pet’s needs, including in connection with the treatment of any conditions or dietary management.
Any reliance by you on the information, content, advice, suggestions and recommendations on this Website, the Vet Hotline, our Shopify Platform or our Social Media is at your own risk and you take full responsibility for any actions you take in connection with such information, content, advice, suggestions and/or recommendations.
12. THE HUB
The Healthy Pet Hub (the Hub) is a customer rewards loyalty program managed and conducted by us for the benefit of our customers.
All benefits offered to Hub Members (as defined below) will be subject to terms and conditions as specified by us from time to time, including in relation to expiry dates.
How to join
Subject to these Terms, opting into the Hub occurs automatically upon the creation of a customer account when you provide your personal information for the Healthy Pet Co. database online via the sign-up box at healthypetco.com.au or at the checkout page.
You acknowledge and agree that any information shared by you for the purposes of the Hub (such as photos of your pet) may be used by us for marketing purposes, to help us identify Products, and for other purposes which we think you may like or which may be relevant to you and your pet.
Your Hub membership will only be activated upon completion of your first purchase via the Website, after which you will be eligible to begin accruing Hub Rewards Points (as defined below).
Individuals cannot hold multiple Hub memberships. Hub membership is available to individuals only; associations, corporations, partnerships and other organisations are not eligible to be Hub members.
You must be aged 18 years or above and be a legal resident of Australia to be eligible for membership.
We may accept, refuse and/or revoke an application for membership to the Hub at any time in our absolute discretion, including failure to provide requested information.
Membership Tiers
The Hub has four tiers of membership in which eligible Hub members (Hub Members or Members) can benefit from their engagement with Healthy Pet Co:
a) Tier 1 – Pet Pals – is conferred on those registered Hub Members who have spent between $1 and $300 on Products via the Website within the previous 365 days.
b) Tier 2 – Best Buddies – is conferred on those registered Hub Members who spend between $301 and $500 on Products via the Website within the previous 365 days.
c) Tier 3 – Loyal Friend - is conferred on those registered Hub Members who spend between $501 and $800 on Products via the Website within the previous 365 days.
d) Tier 4 – Lovable Companion - is conferred on those Hub Members who spend more than $800 on Products via the Website within the previous 365 days.
We may, in our sole discretion alter, limit, or modify the Hub rules, regulations, benefits, and/or eligibility for Membership at any time, by giving reasonable notice on the Website and/or by email. It is your responsibility to check the Website regularly for updates.
The Hub only pertains to Products purchased via Healthy Pet Co.’s Website and is not affiliated with any other programs offered by other brands or retailers, even if our Products are retailed by those brands or retailers.
Rewards Points
For every $1 spent on Products via our Website, Hub Members will accrue 1 point. These points can be used on any Products via our Website (Hub Rewards Points).
Customers will also be rewarded with extra Hub Rewards Points for the following activities:
- joining the Hub
- the anniversary of your pet’s birthday
- the anniversary of when you joined the Hub
- moving up a Tier
- Double Points Days – only applicable to Members in the Loyal Friend and Lovable Companion Tiers
- following Healthy Pet Co. on Social Media, including Facebook, Instagram and Tiktok
- posting a review on our Website
- referring a friend (applicable to new customers only and a minimum spend of $8100)
Accrued Hub Rewards Points will be reflected in your balance within 2-3 business days of their accrual.
Once a Member holds at least 150 Hub Rewards Points, Hub Rewards Points can be redeemed. Each Hub Rewards Point will entitle the Member to $0.10 off across eligible purchases (so, for example, 150 Hub Reward Points will entitle a Member to $15 off eligible purchases).
Hub Rewards Points can be redeemed or donated at any time within 12 months of their accrual and on any Products via our Website unless stated otherwise.
Hub Rewards Points will expire 365 days after accrual.
Hub Rewards Points are non-transferable and cannot be redeemed for cash.
Hub Rewards Points are not redeemable for returned Products and may be deducted from your account where you have returned Products or you have been refunded for Products in respect of which the Hub Rewards Points were accrued.
Changes to the Hub
We will make reasonable endeavours to notify you of any changes to the Hub and its offerings, however in certain circumstance this may not be possible.
If for any reason the Hub is not capable of running as planned (including in the event of fraud or attempted fraud), we reserve the right in our absolute discretion to modify these Terms (and any other terms applicable to the Hub), including the Hub Rewards Points, and/or to suspend or terminate the Hub. In the event of such modification, suspension or termination, we will notify the Hub Members via email, as well as by communicating this on our Website. Members will not receive any compensation in the event of modification or suspension of the Hub (including in respect of any unredeemed Hub Rewards Points).
We may also choose, in our absolute discretion, to revoke, cancel or suspend your Hub membership (including any accrued Hub Rewards Points) where we determine (or we have reasonable grounds to suspect that) there has been an abuse of the Hub, failure to follow any terms of the Hub, inactivity for more than 15 months, misrepresentation, conduct detrimental to the interests of Healthy Pet Co., or fraud or attempted fraud in connection with your Hub Membership or any other activity with us. If you believe we have acted unreasonably in this respect, you can contact our Customer Service team via the live chatbot widget or by email via thehub@healthypetco.com.au.
13. AUTO-REORDER
Some of our Products are available to purchase using our automatic-reorder subscription services (Auto-Reorder).
By opting in to an Auto-Reorder subscription, you are agreeing to be charged for the initial order placed, as well as a recurring payment and supply of the relevant Product, at the intervals selected by you at the time of opting into the Auto-Reorder, without further authorisation by you (unless you cancel or otherwise modify your Auto-Reorder subscription).
Your Auto-Reorder subscription may be modified or cancelled at any time after the initial payment. Modifications and cancellations must be made by you and processed by us at least 48 hours in advance of the next scheduled Auto-Reorder order. Modifications or cancellations processed with less than 48 hours’ notice will be applied to the following Auto-Reorder order.
No changes can be made to an Auto-Reorder order once it has been processed by us.
Auto-Reorder price
The price applicable to each Auto-Reorder order will be the ‘auto-reorder’ price for the relevant Product on the date of the order, as may be amended from time to time. You acknowledge and agree that, by opting in to an Auto-Reorder subscription, you are agreeing to the price for the relevant Product at the time of each order (notwithstanding that such price may change from time to time) for a minimum period of 3 months.
If you create an Auto-Reorder on a sale item, the price will revert to the regular price when the product is no longer on sale.
We will endeavour to notify you of any price changes to Products that are the subject of an Auto-Reorder, however it is your responsibility to review Product prices prior to each Auto-Reorder order date.
Out of stock items:
Changes may occur to Product(s) you have ordered via our Auto-Reorder subscription where a Product is subject to supply issues. In such cases, Healthy Pet Co will use their best endeavours to find you an equivalent or better substitute for the relevant Product. We may also contact you via your preferred contact method to ask if you would like a substitute item.
For example, if you order a 9kg bag of a particular brand of pet food, and that item is out of stock at the time of your Auto-Reorder order, we may instead send two 4.5kg bags of the same product in its place. We may also elect to replace the item with another brand or product of equal or greater value and which we deem to be a suitable replacement.
You may elect to opt out of substitutions at the time of creating an Auto-Reorder subscription, and any time thereafter (via your account). If you opt out of substitutions, and the relevant Product is subject to supply issues, we will cancel the applicable Auto-Reorder order for that Product and you will not be charged for that Product for that order.
Payment:
Payment for Auto-Reorder services must be made using a credit card or other payment as specified as being acceptable to us from time to time.
It is your responsibility to ensure your nominated payment details are valid and up to date and that sufficient funds are available at the time of payment processing. Failure to do so may result in additional fees being charged.
The payment information you provide us is collected and stored by applicable third-party providers (we currently us the Stripe payment gateway). Healthy Pet Co does not collect or store your payment details.
14. OUR LIABILITY TO YOU
To the maximum extent permitted by law:
a) all warranties, representations, conditions, rights, remedies, liabilities and other terms implied by law are excluded from these Terms;
b) this Website, our Shopify Platform and our Social Media are provided on an "as is" basis;
c) Healthy Pet Co does not promise this Website, our Shopify Platform or our Social Media (or your access to them) will be uninterrupted or errorfree, that any defects will be corrected, or that this Website, our Shopify Platform and/or our Social Media are free of viruses or any other harmful components;
d) Healthy Pet Co makes no warranties, representations or guarantees of any kind, either express or implied, in connection with the quality, reliability, suitability, availability, accuracy, correctness, completeness, impact or performance of this Website, our Shopify Platform or our Social Media, on any content, suggestions and recommendations provided on this Website, our Shopify Platform or our Social Media, or the Products;
e) Healthy Pet Co is not liable for any loss, cost, damage or claim suffered, incurred or accrued by you or any other person (including, without limitation, any indirect or consequential loss) arising in connection with, or as a result of, the use of this Website, our Shopify Platform, or our Social Media, reliance on any content, suggestions or recommendations provided on this Website, our Shopify Platform or our Social Media, delivery or non-delivery of our Products by third party carriers, use of our Products or the unavailability of any of our Products; and
f) where liability is unable to be excluded by law, Healthy Pet Co’s maximum aggregate liability to you for all losses, costs, damages and claims suffered, incurred or accrued by you arising in connection with, or as a result of, the use of this Website, our Shopify Platform or our Social Media, reliance on any content, suggestions or recommendations provided on this Website, our Shopify Platform, or our Social Media, use of our Products or the unavailability of any of our Products, is limited to the amount paid by you for the Products to which the loss, cost, damage or claim relates, or $100.00, whichever is the lower amount.
Healthy Pet Co has made every effort to display its Products and other information on this Website, our Shopify Platform and our Social Media as accurately as possible. But things change from time to time, and so we may need to correct statements and representations made on this Website, our Social Media and our Products. Additionally, information about our Products appearing on any website (including this Website), on our Social Media, may contain minor technical inaccuracies or typographical errors or omissions. To the maximum extent permitted by law, Healthy Pet Co is not responsible for any such typographical, technical, or pricing errors or omissions.
15. INDEMNITY
You indemnify and hold us and our related entities, affiliates and our respective officers, agents, and employees, harmless from and against any and all claims, demands, proceedings, losses and damages (actual, special and consequential) of every kind and nature, known and unknown, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms or your breach of any law or the rights of a third party.
16. GENERAL
Assignment: You may not assign any of your rights or obligations under these Terms without prior written consent.
Access: This Website, our Shopify Platform and our Social Media will usually be available 24 hours a day, seven days a week. However, sometimes this Website, our Shopify Platform, or our Social Media will be unavailable while we conduct maintenance, or for technical or other reasons. We will try to give you notice before any planned outages, and will try to keep interruptions to a minimum.
Cookies: This Website, our Shopify Platform, and our Social Media may use cookie technology in order to provide information and services to website visitors. Cookies are pieces of information that a website transfers to your computer's hard disk for record keeping purposes and are a necessary part of facilitating online transactions. Most web browsers are set to accept cookies. Cookies are useful to estimate our number of users and determine overall traffic patterns through our Website, our Shopify Platform, our and our Social Media. If you do not wish to receive any cookies you may set your browser to refuse cookies, however you will not be able to take full advantage of the services available on our Website, our Shopify Platform and our Social Media.
Third Party Links: This Website, our Shopify Platform, and our Social Media may contain links to other websites which are owned by third parties, such as our partners and supporters. These links are provided solely for your convenience and are not an indication that we endorse the products or services that are provided by that website. When accessing third party sites and using those products and services, you agree and undertake to do so at your own risk.
Severability: If any term of these Terms is void, unenforceable or illegal, that term is severed. The remainder of these Terms has full force and effect.
Governing law: These Terms are governed by the laws in force in the State of Victoria, Australia. You irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of the State of Victoria, Australia and any courts which may hear appeals from those courts.
Interpretation: Headings are for ease of reference only and shall not affect the interpretation or construction of these Terms.
Words imparting the singular shall include the plural and vice versa. Words imparting a gender shall include every gender and references to persons shall include an individual, company, corporation, firm or partnership.
References to includes or including or like words or expressions shall mean without limitation.
Contact us: If you have any questions or complaints, please contact our Customer Service team via the live chatbot widget, or at:
Mail: PO Box 371, Niddrie VIC 3042 Australia
Website: https://www.healthypetco.com.au/pages/contact
Email: info@healthypetco.com.au
Phone: +61(3) 9967 2233
Last updated: 24 September, 2024