1. Overview

This website is operated by Pets Heaven (“we”, “us”, “our”). By accessing our website and/or purchasing from us, you agree to be bound by the following Terms & Conditions, including all policies referenced herein.

These Terms apply to all users of the site, including browsers, customers, merchants and contributors of content.

We reserve the right to update or amend these Terms at any time. Continued use of the website constitutes acceptance of any changes.

Nothing in these Terms excludes, restricts or modifies your rights under Australian Consumer Law.

2. Orders & Acceptance

All orders placed through our website are subject to acceptance and availability.

We reserve the right to:

• Refuse or cancel any order at our discretion

• Limit quantities per customer, household or order

• Cancel orders suspected of resale or fraudulent activity

In the event of cancellation, we will notify you using the contact details provided at checkout.

All prices are listed in AUD and are subject to change without notice.

3. Product Information & Upgrades

At Pets Heaven Australia, we are committed to continuous improvement in quality, comfort and design.

We reserve the right to enhance or upgrade product features at any time, including but not limited to:

• Stitching improvements

• Material upgrades

• Liner enhancements (e.g., water-resistant to waterproof)

• Structural refinements

During transitional stock periods, minor variations may occur between website imagery and received product.

Such refinements do not constitute a defect.

If you are dissatisfied during a transitional period, your return may fall under our Change of Mind Policy outlined below.

4. Sizing Disclaimer

All beds and products are hand-measured.

A reasonable variance of up to 10cm may occur and is not considered a fault.

Customers are responsible for reviewing sizing charts carefully prior to purchase.

5. Free Gift Promotions

Where advertised, customers may receive:

• One (1) complimentary gift per qualifying dog bed purchase

• Maximum of one (1) free gift per order unless otherwise specified

Free gifts:

• Are automatically added by our system

• Are strictly while stocks last

• May be substituted or removed without notice

• Are not guaranteed due to stock or system delays

If a customer alters or increases the free gift quantity manually, we reserve the right to invoice the full retail value of any additional items supplied.

Failure to remit payment may result in recovery action.

6. Repeat Purchase Discount Codes

Customers may receive a promotional discount code following their first purchase.

Conditions:

• Valid for the period stated at issue

• Remains valid only if the original purchase is not returned

If multiple orders are placed and a return alters eligibility, we reserve the right to deduct the discount value from any applicable refund.

We may, at our discretion, issue a replacement code upon request.

Discount codes must be applied at checkout. Retroactive discounts will not be honoured.

7. Address Accuracy & Delivery Responsibility

Orders are shipped strictly to the address entered at checkout.

Customers are responsible for ensuring:

• Address accuracy

• Correct postcode

• Accurate contact number

Due to order volume, we do not verify addresses individually.

If an incorrect or incomplete address is supplied:

• Re-shipping costs are the responsibility of the customer

• Original shipping charges are non-refundable

• If resend is declined, refund will be issued minus return shipping fees

If a parcel is rejected upon delivery:

• Refund will be issued minus original and return courier fees

8. Order Changes & Cancellations

All orders are considered final once placed.

While we may attempt to assist with changes, modifications are not guaranteed.

We are unable to guarantee cancellation once an order has entered processing or dispatch.

9. Pet Damage Policy

Damage resulting from chewing, scratching, digging or misuse by pets is not considered a manufacturing fault.

Returns, refunds or replacements will not be provided for pet-inflicted damage.

SHIPPING POLICY

10. Dispatch Time

Orders are typically dispatched within 1–2 business days (excluding public holidays).

Dispatch times may vary during peak promotional periods.

11. Delivery Timeframes

Domestic (Australia)

Estimated delivery: 1–7 business days

International

Estimated delivery: 6–20 business days

Delivery timeframes are estimates only and not guarantees.

Courier delays may occur. Delays do not entitle customers to refunds unless the parcel is confirmed lost.

12. Lost or Delayed Parcels

If a parcel is delayed:

• Customers must first contact the courier

• We will open an investigation where required

Refunds or replacements will only be issued once the courier confirms the parcel is officially lost.

Parcels marked “Delivered” are considered fulfilled.

We are not liable for theft after confirmed delivery.

13. Damaged in Transit

If your parcel arrives visibly damaged:

• Reject the parcel if possible

• Contact us immediately

• Provide clear photographic evidence

Claims must be lodged prior to product use.

14. Returns Policy

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery, provided the item:

• Is unused

• Has not been used by a pet

• Is in original packaging

• Is in resalable condition

Return shipping costs are the responsibility of the customer.

Refunds are issued as:

• Store credit (unless otherwise required under Australian Consumer Law)

Original shipping fees are non-refundable.

15. Consumer Guarantees

Nothing in these Terms excludes your rights under Australian Consumer Law.

You are entitled to a replacement or refund for:

• Major faults

• Manufacturing defects

We reserve the right to assess returned items prior to issuing a remedy.

Our total liability is limited to the purchase price of the product.

We are not liable for indirect, consequential or incidental losses.

16. Reviews & User Content

By submitting a review, you confirm:

• It is truthful and based on genuine experience

• It does not contain misleading or defamatory content

We reserve the right to remove reviews that:

• Are unverified

• Are factually inaccurate

• Breach these Terms

17. Limitation of Liability

To the fullest extent permitted by law:

• Products are supplied “as is”

• We do not guarantee uninterrupted website availability

• We are not liable for indirect or consequential damages

Liability is limited to the amount paid for the product.

18. Privacy

Your submission of personal information is governed by our Privacy Policy.

19. Governing Law

These Terms are governed by the laws of Australia.

20. Contact Information

For all enquiries:

Pets Heaven Australia
Email: hello@petsheaven.com

Terms & Condition

Pets Heaven Australia