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Terms of Use

Last updated: 18 June 2025

These Terms of Use ("Terms") govern your access to and use of louispetco.au (the Site) and any purchase of products or services offered by Louis Pet Co Pty Ltd ABN 896 458 211 09 ("Louis Pet Co", "we", "us" or "our").

By using the Site you agree to be bound by these Terms and to comply with all applicable laws. If you do not agree, please do not use the Site.

1. Eligibility and conduct

  • You must be at least 18 years old, or the age of majority in your jurisdiction, to purchase from the Site.
  • You agree not to interfere with the Site, attempt unauthorised access, post unlawful content or breach any law while using our Services.

2. Your account

  • You may create an account to manage subscriptions and orders. Keep your password secure and notify care@louispetco.au if you suspect unauthorised use.
  • You are responsible for all activities that occur under your account.

3. Orders and payment

  • All prices are in Australian dollars (AUD) and include GST unless stated otherwise.
  • Placing items in your cart does not reserve them. Your order is accepted when payment is received and you receive an order confirmation email.
  • We use Shopify and leading payment gateways to process transactions securely. Card details are encrypted and never stored by us in full.
  • We may cancel an order and issue a full refund if products become unavailable, payment fails or fraud is suspected.

4. Shipping and delivery (Sydney only)

  • We currently deliver to residential and business addresses within the Greater Sydney metropolitan area (postcodes 2000‑2234). If your postcode is outside this range your order will not be accepted at checkout.
  • Orders are dispatched from our Sydney facility Monday to Friday, excluding public holidays. Standard delivery times are 1‑3 business days from dispatch.
  • Products are packed in insulated cartons with gel packs to keep them at a safe temperature during transit.
  • A person must be available to receive and freeze the parcel(s) on the day of delivery. Risk in the goods passes on delivery.
  • Delivery fees and estimated dates will be displayed at checkout. We are not liable for delays outside our reasonable control.

5. Returns and refund policy

Due to the perishable nature of our products we do not accept change‑of‑mind returns. Your rights under the Australian Consumer Law still apply. Our key points:

  1. Inspect your order immediately upon delivery.
  2. If goods are damaged, spoiled or incorrect, email care@louispetco.au with photos within 24 hours.
  3. We may offer a replacement, credit or refund at our discretion where a product defect is verified.
  4. We do not accept returns of perishable goods for change of mind, flavour preference or failure to follow storage instructions.
  5. Nothing in these Terms limits your statutory rights. If a product is faulty or unsafe you are entitled to a remedy under the Australian Consumer Law.

6. Intellectual property

All Site content – text, graphics, logos, photos and software – is owned by or licensed to Louis Pet Co and is protected by Australian and international intellectual property laws. You may view and print content for personal use only. Any other use requires our written consent.

7. User content

If you post reviews or other material ("User Content") you grant us a non‑exclusive, royalty‑free, worldwide licence to use, reproduce and display that content for promotional purposes. You must own or have permission to use any User Content you submit.

8. Disclaimer

The Site is provided "as is". While we aim for accuracy, information may not always be current or error‑free. Product descriptions or nutritional advice are general in nature and do not replace professional veterinary advice.

9. Limitation of liability

Except for liability that cannot be limited under law, Louis Pet Co will not be liable for indirect or consequential loss arising out of your use of the Site or products. Where liability cannot be excluded our total liability is limited to the price paid for the relevant goods.

10. Indemnity

You agree to indemnify Louis Pet Co for any loss or damage arising from your breach of these Terms or misuse of the Site.

11. Privacy

Your use of the Site is also governed by our Privacy Policy available at louispetco.au/pages/privacy‑policy.

12. Changes to these Terms

We may update these Terms by posting a revised version on the Site and updating the "Last updated" date. Continued use of the Site after changes constitutes acceptance of the new Terms.

13. Governing law

These Terms are governed by the laws of New South Wales, Australia. You submit to the non‑exclusive jurisdiction of the courts of New South Wales.

14. Contact us

Questions about these Terms or your order?

  • Email: care@louispetco.au
  • Mail: 1/457‑459 Elizabeth Street, Surry Hills NSW 2010, Australia

Thank you for shopping with Louis Pet Co.