Terms of Service

Welcome to Pure Pantry Pets.

By accessing our website, placing an order, or purchasing from Pure Pantry Pets, you agree to the following Terms of Service. Please read them carefully before using our website or purchasing our products.

These Terms apply to all customers, visitors and users of our website.

1. About Pure Pantry Pets

Pure Pantry Pets supplies freeze-dried pet food and treats within Australia.

Our products are intended for pet consumption only and are not for human consumption.

2. Australian Consumer Law

Nothing in these Terms limits, excludes or modifies any rights you may have under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a remedy, including a replacement or refund, depending on the circumstances.

3. Use of Our Website

By using our website, you agree that you will not:

• use our website for any unlawful purpose

• interfere with the security or operation of the website

• copy, reproduce or misuse our content, images, branding or product descriptions

• submit false, misleading or fraudulent information

• attempt to access areas of the website that are not intended for public use

We may refuse access to our website or cancel orders if we believe a customer has misused our website or breached these Terms.

4. Product Information

We do our best to ensure all product descriptions, ingredients, prices, images, weights and availability are accurate and up to date.

However, errors may occasionally occur. We reserve the right to correct any errors, update product information, change pricing, or cancel an order if information on our website is incorrect.

Product images are for general reference only. Natural pet food products may vary slightly in colour, shape, texture, size and appearance from batch to batch.

5. Pet Food Suitability

Our products are designed for pets, but every pet is different.

It is your responsibility to ensure that any product purchased is suitable for your pet’s age, size, breed, dietary needs, allergies, sensitivities and health conditions.

If your pet has allergies, medical conditions, is pregnant, nursing, elderly, very young, or is on a restricted diet, please seek advice from a veterinarian before feeding.

Pure Pantry Pets is not responsible for issues caused by unsuitable product selection, overfeeding, incorrect feeding, or failure to follow storage and feeding instructions.

6. Feeding Advice

Any feeding information provided by Pure Pantry Pets is general in nature only.

It is not veterinary advice and should not replace advice from a qualified veterinarian.

Always introduce new foods slowly and monitor your pet for any signs of intolerance or sensitivity.

Fresh water should always be available when feeding freeze-dried foods or treats.

7. Orders

When you place an order, you agree that all information you provide is accurate, complete and current.

Once an order is placed, you will receive an order confirmation. This confirmation does not guarantee acceptance of your order.

We reserve the right to refuse, cancel or limit any order for reasons including but not limited to:

• product unavailability

• payment issues

• suspected fraud

• incorrect pricing or product information

• shipping restrictions

• misuse of discount codes

• errors in the order details

If we cancel an order after payment has been made, we will refund the amount paid for the cancelled items.

8. Pricing & Payment

All prices are listed in Australian dollars unless stated otherwise.

Prices may change at any time without notice.

Payment must be received in full before an order is processed or dispatched.

We are not responsible for any fees charged by your bank, card provider, payment provider or currency conversion service.

9. Discount Codes & Promotions

Discount codes, promotional offers and sale prices may be subject to specific terms and conditions.

Discount codes:

• must be used before checkout is completed

• cannot be applied after an order has been placed

• may not be combined with other offers unless stated

• may have expiry dates, minimum spends or product exclusions

• may be cancelled or changed at any time

We reserve the right to refuse or cancel the use of a discount code if we believe it has been misused.

10. Shipping & Delivery

We ship within Australia only.

Delivery times are estimates only and may vary due to courier delays, public holidays, weather events, high-volume periods, incorrect addresses or circumstances outside our control.

Pure Pantry Pets is not responsible for delays once an order has been handed to the courier.

It is your responsibility to provide a correct and complete delivery address at checkout.

If an order is returned to us because of an incorrect address, failed delivery, refusal to accept delivery, or failure to collect the parcel, additional postage fees may apply to resend the order.

11. Authority to Leave

If you give authority to leave or the courier leaves your parcel in a safe place, you accept responsibility for the parcel once it has been marked as delivered.

Pure Pantry Pets is not responsible for stolen, lost, damaged or spoiled parcels after delivery has been completed, unless required under Australian Consumer Law.

12. Storage After Delivery

Freeze-dried products must be stored correctly after delivery.

Please store products in a cool, dry place away from direct sunlight, heat and moisture. Once opened, reseal the pouch properly after each use.

We are not responsible for product deterioration caused by incorrect storage, exposure to moisture, contamination after opening, failure to reseal packaging, or use beyond the recommended period after opening.

13. Returns & Refunds

Returns and refunds are handled in accordance with our Returns & Refund Policy and Australian Consumer Law.

Due to the consumable nature of pet food products, we do not accept returns or offer refunds for change of mind.

This includes where:

• your pet does not like the product

• you ordered the wrong item

• you no longer need the item

• you purchased the wrong quantity

• you found the item cheaper elsewhere

This does not affect your rights under Australian Consumer Law if a product is faulty, damaged, unsafe, incorrectly supplied, or does not meet consumer guarantees.

14. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, incorrect, or there is another issue with your order, please contact us within 48 hours of delivery at:

purepantryau@gmail.com

Please include your order number, photos of the product, packaging, shipping box and a clear description of the issue.

We may request further information to assess your claim.

15. Product Availability

Product availability may change without notice.

We do not guarantee that any product will always be available.

If a product becomes unavailable after you place an order, we may contact you to arrange a replacement, store credit, refund, or partial refund.

16. Allergens & Cross-Contact

While we take care when handling and packing products, our products may be prepared, packed or stored in areas where other animal proteins or ingredients are present.

We cannot guarantee that products are free from traces of other proteins or allergens unless specifically stated.

Please consider your pet’s allergies and sensitivities before purchasing.

17. Customer Accounts

If you create an account on our website, you are responsible for keeping your login details secure.

You are responsible for all activity that occurs under your account.

Please contact us immediately if you believe your account has been accessed without permission.

18. Reviews, Comments & User Content

If you submit reviews, comments, photos, feedback or other content to Pure Pantry Pets, you agree that we may use, reproduce, publish or display that content for business, marketing or website purposes.

You must not submit content that is false, offensive, defamatory, abusive, unlawful, misleading, or infringes the rights of another person.

We reserve the right to remove or refuse any content at our discretion.

19. Intellectual Property

All content on our website, including text, images, logos, graphics, product descriptions, branding, packaging design, layout and website content, belongs to Pure Pantry Pets or is used with permission.

You may not copy, reproduce, modify, distribute, use or exploit our content without written permission.

20. Third-Party Links

Our website may contain links to third-party websites or services.

We are not responsible for the content, privacy practices, policies or actions of third-party websites.

Accessing third-party links is at your own risk.

21. Limitation of Liability

To the fullest extent permitted by law, Pure Pantry Pets is not liable for any indirect, incidental, special or consequential loss, including loss of profits, loss of business, loss of data, or loss caused by misuse of our products.

Nothing in this section limits your rights under Australian Consumer Law.

22. Events Outside Our Control

We are not responsible for delays or failure to perform our obligations where caused by events outside our reasonable control.

This may include courier delays, natural disasters, extreme weather, supply shortages, power outages, internet disruptions, government restrictions, strikes, illness, accidents or other unforeseen events.

23. Privacy

Your use of our website and purchase of our products may involve the collection and use of personal information.

Please refer to our Privacy Policy for information about how we collect, use and protect your personal information.

24. Changes to These Terms

We may update these Terms of Service from time to time.

The version published on our website at the time of your order will apply to that order.

Continued use of our website after changes are published means you accept the updated Terms.

25. Governing Law

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

By using our website or purchasing from Pure Pantry Pets, you agree that any dispute will be handled under the laws of Queensland, Australia.

26. Contact Us

If you have any questions about these Terms of Service, please contact us at:

Email: purepantryau@gmail.com