Terms and Conditions

Here at Petsvilles we make every effort to ensure that we carry a massive range of products for a wide range of pets. We work hard to ensure the quality and consistence  of our product range. However, we are aware that sometimes things don’t go a 100% to plan. That is why this policy has been established to give you the comfort of knowing (subject to the conditions set out below) if any product you purchase from Petsville is found to be defective, Petsville will happily repair, replace the product, or offer you a refund.

By making a purchase at our webstore you have agreed to accept and abide by the conditions below.

Faulty or defective products

In the unlikely event you are not happy with your purchase and received a faulty product from us, please email or call us as soon as you can and within the 7 day limit. For emails if you don’t get a response in 24 hours please call via phone.

In many situations, we will need to do a simple assessment by our store staff or for online purchases the customer service team.

Never send an item back before contacting us first and we agree to a solution. We may be able to come up with a simpler solution that will save you having to send the item back.

Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.

When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable time-frame.

An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.

Note: Please order products carefully or ask for our advice in writing prior to making a purchase. Petsville will not offer any refund or credit based on incorrect choice or for the unsuitability of any products purchased outside of these terms.

All items carry a 7 day DOA (Dead-On-Arrival) warranty

1. We take NO responsibility in damages and losses that occur during shipping.

2. It is buyer’s responsibility to ship a faulty item back to us, at their cost.

3. Please do not damage the packaging and always send back the item in its original packaging, otherwise we may charge a packaging fee.

4. Postage and handling fee’s are not refundable.

5. If it is agreed that a replacement product will be sent out via a courier to replace a broken/ damaged product, in this circumstance the customers must pay the freight costs involved in doing this.

  • As with all purchased items open carefully and do not damage packaging in case its needed for a return.
  • Follow any instructions we give to complete the warranty claim.
  • We do not guarantee that the products you receive will be exactly the same as displayed on the photos of this website. Slight differences between the product and the websites photo that don’t affect the functionality of the product are not grounds for a refund.

Manufacturers often make slight changes to products without letting us know, so it’s difficult for us to prevent this. In the event that customer is not happy with the product we will try to accommodate a refund, but the customer must pay for any freight costs incurred or required.

Exchange Procedure

  • To claim an exchange please email or call us as soon as you can and within 5 day limit. For emails if you don’t get a response in 24 hours please call via phone and leave message if necessary .
  • The item to be exchanged must be as new, ie (unopened/unused/unmarked).
  • As with all purchased items open carefully and do not damage packaging in case its needed for a return.
  • Never send an item back before contacting us first and we agree to a solution.
  • Follow any instructions we give to complete the exchange claim

Consumers right under the Australian Consumer law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Petsville is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Petsville will be borne by you.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Petsville adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The time-frames set out in this policy are considered fair and reasonable given the types of products sold.

General Terms & Conditions:

Please remember that incorrect information can be mistakenly presented on this website or any other website for that matter. Therefore its very important to follow the information provided on an item or its packaging as an authoritative guide regardless of what’s presented on this website. If your item lacks package information please seek other trustworthy expert advise before using any product.

We do not guarantee that products you receive will be exactly the same as displayed on the photos of this website. Slight differences between the product and the websites photo (including colour) that don’t affect the functionality of the product are not grounds for a refund. Manufacturers often make slight changes to products without letting us know, so its difficult for us to prevent this. In the event that customer is not happy with the product we will try to accommodate a credit, but the customer must pay for any freight costs incurred or required.

If given, always follow the directions given on an item or its packaging before use. Use these directions as an authoritative guide above anything else

Please do not consider any information on this website as expert advice. Always seek expert advice before using any of our products or caring for any pets.

We reserve the right to charge what we deem the correct price in the event that our webstore displays in incorrect price for an item and a purchase is made at this incorrect price. In the event that this happens the purchaser is entitled to a refund. If the customer decides that still want to purchase this item they will need to pay the full correct price (as set by us) before the item is dispatched.

REGARDING PET ENCLOSURES: In extreme temperatures consider implementing safety measures like providing shade for your pets enclosure or moving pets too a cooler area or other measures. Always seek professional advice when caring for pets.

Return & Exchange Policy

Please order items carefully or ask for our advice in writing prior to making a purchase. Petsville will not offer any refund or credit based on incorrect choice or for the unsuitability of any products purchased outside of these terms.

Delivery Conditions:

By using this website you agree to be bound by our Delivery Conditions as outlined below.

1. Permission to leave – By placing an order with us you agree to have the product left at the front door (side door, verandah, etc) in the event that no one is home to sign for and receive the products. You also agree to accept the risk this may involve.

2. Remote Area Surcharge – We reserve the right to request an extra remote area surcharge above the freight charges already paid if your delivery location is classified by our couriers as remote. (see below for more details)

3. PO BOXES – Please do NOT place an order using a PO Box address. Please email us first before ordering to see if its possible. Australia post can sometimes deliver to PO boxes but item must be under 19 kg.

4. Changing Shipping Method – We reserve the right to send your order with a different shipping method / courier then the one you selected at the checkout, without notice. (see below for more details)

5. What if I’m not home at time of Delivery? This will vary depending on the courier. Most couriers will have to leave the parcel at your door if your not home. If the courier cant find a safe place to leave the parcel (eg a security unit) they will likely have to return the parcel to sender. The buyer will then have to pay for freight a second time to have the parcel re-delivered. Some couriers, may leave a calling card requesting you pick up your order from the post office or courier depot. Usually the courier will be given authority to leave your parcel but if its not safe to do so or for some other reason the courier may decide to leave a calling card instead. When this happens you may need to go to the appropriate post office or depot to pick up. We are not liable if the courier fails to follow the authority to leave the product that we give.

All points

1. Permission to leave – By placing an order with us you agree to have the item/s left at the front door (side door, verandah, etc) in the event that no one is home to sign for and receive the item/s. You also agree to accept the risk this may involve.

  • If you wish we can leave delivery instructions with the courier to have your order left in a particular place at your home ie side of house, backyard etc. This can be done in 2 ways
    • Fill out the “Delivery Instructions” section when entering your shipping address. If done in this way your delivery instructions will appear automatically each time you order, just as your address does.
    • Enter the details in the text box of the ” Review and Place Order ” section of the checkout. These delivery instructions will apply to this order only.
  • If you don’t mention any delivery instructions the default drop off location if your not home will be ” at the front door
  • Deliveries can arrive at any time during day from 6 am to 10 pm so please choose a delivery location where your order can be left safely at any time.
  • If the delivery address for your order is to a business please mention its name in the company box of the delivery details section. By doing this the courier will know to only deliver during business hours (9 to 5pm.).

2. Remote Area Surcharge – We reserve the right to request an extra remote area surcharge above the freight charges already paid if your delivery location is classified by our couriers as remote. (see below for more details)

3. PO BOXES – Please do NOT place an order using a PO Box address.

4. Changing Shipping Method – We reserve the right to send your order with a different shipping method / courier then the one you selected at the checkout, without notice. (see the “Selecting a Shipping Method at the Checkout ” section below for more details)

5. Even if we give an expected day or time of arrival for your order(via email or phone) we DO NOT guarantee deliveries will arrive at this specified time or date. We always do our best but ultimately we are dependant on very busy courier companies who can be late for a variety of reasons. Always give yourself plenty of time for an order to arrive.

6. We do not ship to countries outside Australia.

7. Always inspect a parcel before signing for it , that you have received it in good condition. Some couriers like fastway couriers offer partial insurance if it is reported to the driver at the time of delivery. We may be able to make a claim on your behalf, but you must report report it to delivering driver and contact us immediately . Only at our discretion.

8. We do NOT insure, cover or accept any responsibilty for items that are damaged or lost in transit via a courier.

9. Warranty & Returns- Please read our Terms and Conditions before any purchase.

Selecting a Shipping Method at the Checkout

You may be given 1 or multiple shipping method options to choose from when placing your order.

Some of the Shipping methods available are:

  • Fastways
  • Parcle Post
  • Express Post,
  • In-store Pick up

Warranty and Returns

By using this website you agree to be bound by our Warranty & Returns Conditions as outlined below.

By using our website you agree to be bound by the Terms and Conditions of this website which include the Returns and Warranty Terms as described below. For the complete Terms and Conditions of this website please see the Terms and Conditions page.
We at Petsville are committed to providing you with great service and peace of mind. Our customer friendly terms and conditions will help you order with confidence and satisfaction with every purchase.