Terms & Conditions | Best Friends Pets

Last Updated 11/11/22

Disclaimer

This Website and its contents is provided on an ‘as is’ basis and we do not represent or warrant the accuracy, adequacy, completeness of information on this Website or that it is up to date. For example (but without limitation):

illustrations, photos and packaging are only a representation of the products advertised, variations may occur from store to store.
prices and colours of products may change, and all products are subject to availability;
variations to products may occur from time to time for various reasons (including changes in seasonal range, or product specifications);
despite every effort to accurately duplicate each product's colours on this Website, they are intended as a guide only and actual colours may vary. The colours you see online will also depend on your screen display and settings, therefore, we cannot guarantee that your monitor's display of any image will accurately reflect the colour of the product on delivery;
description of products are summaries only (with further information available on request to us);
due to technical or human error, information may be recorded incorrectly or omitted;
we will not be responsible for the lack of stock due to supplier problems;
we reserve the right to limit purchases to normal retail quantities.
We do not warrant that access to this Website will be uninterrupted or error-free, that defects will be corrected or that the site or the server that makes it available are free of viruses, bugs or anything similar that may impact the functionality, accuracy and/or reliability of the website.

Acknowledgement

This Website together with the Affiliated Websites are owned and operated by Best Friends Retail PTY LTD and/or its wholly-owned subsidiaries. You acknowledge that by accessing or using the Website and any services supplied via this Website (Services) you agree to be bound by the following terms and conditions (Terms). Please read these Terms carefully. If you do not accept these Terms, please refrain from using the Website.
We reserve the right to change these Terms at any time. We will notify you of that change by updating the "last updated" notice at the top of this page. By continuing to use the Website and Affiliated Websites, you agree to be bound by the amended terms of use. You should check from time to time to see if the Terms have changed.

Definitions

In these Terms, the following words have the meanings set out as follows:

“Affiliated Website” means any website (other than this Website) containing content owned and operated by Best Friends Retail PTY LTD.
“Autoship / Repeat Delivery” means the subscription service offered by us for the purpose of enabling customers to receive the same goods from us on a recurring basis.
"Content" means any software, data, information, pictures, graphics and other materials published or made available on the website, including all third party content and user generated content.
"Member" means a user that has completed our registration process and created an account.
"Best Friends Retail PTY LTD" means Best Friends Retail PTY LTD and its wholly owned subsidiaries.
"Product" means the goods and / or services being offered by us and promoted through the Website or Affiliated Website.
“Product Information” means the specific information relating to a Product as set out on the Product Page.
“Product Page” means the relevant page of the Website or Affiliated Website on which a specific Product is promoted.
“Product Order” means your Request or that part of your Request we confirm as acceptable.
“Request” means the order placed by you for the relevant Products in the Shopping Cart.
“Shopping Cart” means that purchase section of the Website displaying the Products that you intend to purchase.
“Third Party Information” means information other than Product Information on the Website or Affiliated Website including certain data, news, research, statistics stories, photographs, opinions and information.
"User" means any user of the Website.
"We", "us", "our" and “Best Friends Pets” are a reference to Best Friends Retail PTY LTD.
“Website” means this website Best Friends Pets. or any other site, services (including web-services), software, application or media managed by us.
“You" and "your" are a reference to you.

Website

1. Functionality

In order to access some of the features of this Website and Affiliated Websites you will need to become a Member. When creating an account you must provide accurate and complete information.

2. Access and Use of Material

When you access or use this Website or any Services you must:

only do so in accordance with these Terms;
only access parts of this website that are designated for unrestricted public access unless we have expressly given you permission to access other areas and then only for the purposes, and in the manner, permitted by us;
keep all passwords that we give you confidential and not disclose it to any other person or permit any other person to use that password;
immediately change any password that we have given you if you believe that it has become known to any other person;
follow our instructions and any terms we publish on this Website when using the Services;
make sure all information and instructions that you give us are true, correct and complete, and that you are authorised to provide the information and instructions;
not reproduce, duplicate, copy, sell, re-sell, adapt, transmit in any form by any process (graphic, electronic or mechanical, including further copying, recording, or caching by a storage or information retrieval system, or download accelerator) or otherwise exploit any part of this website for any commercial purpose;
take your own precautions to ensure that whatever you select from this Website is free of viruses or anything else that may interfere with your or any third party's computer systems.

3. Material Submitted by You

If you use any parts of this Website that allow you to submit material (including links to third party content) that can be viewed by the public (Material), then by using these features you acknowledge and agree that:

you will not post or transmit or otherwise publish Material, or permit or encourage the posting or transmission or other publication of Material, to this Website that:
- is subject to any obligation of confidence on the part of us, our officers, directors, agents, related bodies corporate, employees or third party service providers;
- contains any form of advertising or promotion for goods and services or any spam or other form of unsolicited communication;
- contains software viruses, files or code designed to interrupt, destroy or limit the functionality of this Website or any computer software or equipment;
- is illegal, false, inaccurate, misleading, deceptive, invasive of another person’s privacy, defamatory, threatening, abusive, obscene, indecent, libellous, hateful, racially biased;
- breaches any laws relating to a person's right to privacy or the export of personal information, or personal information about another person without their consent;
you will only publish Material that is your original content of which you are sole owner of all intellectual property rights embodied in such content, or where you have obtained all consents and licences from third parties necessary for the submission and display of the Material on this Website and the grant of the licences by you to us under these Terms;
you grant an irrevocable, perpetual, worldwide, non-exclusive, transferable, royalty-free and sub-licensable licence to us to use and display the Material on this website, modify, adapt, publish, create derivate works from, sell and distribute the Material, without any compensation or obligation to you;
the use by us of the Material in accordance with the licences granted by you to us under these Terms will not breach any third party’s rights;
you will indemnify us (and its officers, directors, agents, related bodies corporate, employees and third party service providers) from and against any and all claims, losses, liabilities, damages, costs, charges and expenses that may be suffered or incurred by us (or its officers, directors, agents, related bodies corporate, employees and third party service providers) arising out of, or in connection with, the Material (including any breach of these Terms by you or the Material); and
you waive all moral rights that you may have in the Material.

To the extent that the Material includes a rating or review of a product or service, by submitting the Material, you represent and warrant to us that:

you are a bona fide user of that product or service, and the rating or review reflects your honest opinions, findings, beliefs and experiences in relation to that product or service;
save to the extent disclosed in the rating or review, you have not received any monetary payment or other valuable consideration in connection with the rating or review; and
save to the extent disclosed in the rating or review, you do not have any financial interest in that product or service, or any affiliation with the manufacturer or provider of that product or service (or any competitor of the manufacturer or provider of that product or service) which could reasonably be expected to compromise the impartiality of the rating or review.

To the extent the Material includes a question or query, you acknowledge and agree that:

we may answer your question or query solely in its own discretion, but is not under any obligation to answer your question or query;
any answers provided to your question or query are general opinions only and should not be taken as being definitive or exhaustive, nor are such answers intended to be advice as to any specific issue you may have.

By submitting your email address (or any other contact details) in connection with the Material, you agree that We and our third party service providers may use your email address (or other contact details) to contact you about the Material and as otherwise set out in our Privacy Policy.

4. Intellectual Property

You acknowledge that any content displayed or made available through the Website is our exclusive property or used and /or displayed by us with the express permission of owner. No Content may be reproduced, published or transmitted without our prior written consent. Copyright, trade mark or other intellectual property right infringement may result in civil and/or criminal penalties.

"Best Friends Pets", “Caribu”, “Pet Post”, “Best Friends Pets”, “My Pet Warehouse”, “Syd Hill & Sons” are our trade marks. All rights in respect of these trademarks are hereby expressly reserved. Unless otherwise indicated, all other trademarks appearing on the Website are the property of their respective owners.

You acknowledge and agree that all copyright and other intellectual property rights that may subsist in the content available through this Website including text, images, graphics, photographs, video, logos, sounds, layout, designs, software and source code belong to us (or, where relevant, to our licensors, or other third parties). Except as permitted by these Terms, or with our prior written permission, you may not, in any form or by any means:

use this Website or any information or other material from this Website, including any information about products or services obtained from any part of this Website, for any commercial purpose;
remove any copyright, trademark or any other intellectual property notice from any material accessible on this Website; or
copy, adapt, modify, store, distribute, print, display, perform, publish, transmit, alter or tamper with in any way, or otherwise use, any material contained in any part of this Website (except as expressly permitted in these Terms).

Nothing contained in this website shall be construed as granting any licence or right to use any trademark displayed on this Website.

5. Privacy and Personal Information

Please refer to the Privacy Policy[link] for further conditions relating to your personal information, what we collect and how it may be used. By continuing to use this Website you agree to the terms of such Privacy Policy.

6. Links and Third Parties

The Website may include links to other websites. While we own the Affiliated Websites, we may not own other linked websites. If you visit a linked website you will be subject to the terms of that website. Any dealing in relation to a website not owned by us (“Third Party Website”) will be solely between you and the owner of that Third Party Website. A link to a website from this Website or an Affiliated Website does not imply our endorsement of the Third Party Websites or any product or service being advertised, promoted or offered on the Third Party Website or any association with the operators of the Third Party Website unless this is specifically stated on the Website or Affiliated Website.

We are not responsible for any Third Party Information that does not originate directly from us, for any links we provide to Third Party Websites, or for information or goods or services at or accessible from those Third Party Websites. This includes the content of third party advertisements appearing on this website and links to Third Party Websites. These are provided for convenience only and may not remain current or maintained. The appearance of advertisements for third parties or links to Third Party Websites on this website is not to be construed as an endorsement, approval, recommendation or preference by us of the owners or operators of those Third Party Websites, or of any information, goods or services referred to or offered on those sites or otherwise posted on this website. Responsibility for any of that content rests solely with those third parties.

7. Force Majeure

We will not be liable you or any other person for any delay or failure to perform any of our obligations under these Terms, or for any loss or damage therefrom, to the extent the delay or failure is caused by any event beyond our control.

8. No Assignment

You may not assign any of your rights or obligations under these Terms without our prior written consent.

9. Severability

If any provision of these Terms is deemed invalid, void, or for any reason unenforceable, that provision shall be deemed severable from the other provisions of these Terms and shall not affect the validity and enforceability of any other provision of these Terms.

10. Law

For websites and stores located in Australia or the supply of goods and services within Australia, these Terms are governed by and will be construed in accordance with the laws of Australia and you submit to the jurisdiction of the courts of Australia. We make no representation or warranty that the content of such websites complies with the laws of any country outside Australia. If you access such a website from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access those websites.

For websites and stores located in New Zealand or the supply of goods and services within New Zealand, these Terms are governed by and will be construed in accordance with the laws of New Zealand and you submit to the jurisdiction of the courts of New Zealand. We make no representation or warranty that the content of such websites complies with the laws of any country outside New Zealand. If you access such a website from outside New Zealand, you do so at your own risk and are responsible for complying with the laws in the place where you access those websites.

11. Contact

If you have any questions or concerns in relation to the Website, Affiliated Websites or these Terms please Contact Us[link] .

Orders

You acknowledge and agree that any Request you submit to us through this Website is a legal offer to us to purchase the goods or services that are the subject of the Request for the specified price (including the delivery, tax and other charges) at the time of the order and under these Terms. Should we accept your Request, we will acknowledge acceptance of it by sending you an email confirmation.
We reserve the right to reject your offer of purchase, or cancel an order that we haves previously accepted, at any time before delivery and for whatever reason, including but not limited to:

not being able to supply goods or services within a reasonable time or at all due to an event beyond our control;
an error on the Website in relation to the goods or services, for example, in relation to a description, price or image;
you not meeting our payment terms;
not being able to process or accept your payment;
the quantity of goods in relation;
the goods are being purchased for the purpose of being resold.

Where we cancel your order after acceptance we will notify you of cancellation. We will not be liable to you or any third party if we cancel your order.
You may cancel your order where we have not able to deliver your order within a reasonable time of the estimated delivery time advertised on the Website or as set out in these Terms, other than a result of any delay for which you are wholly or partly responsible such as a failure to provide the correct delivery address or to pay for the goods. Please check your order carefully before submitting it as orders may not be able to be changed or cancelled once the order has been accepted by us.
In the event of us or you cancelling your order after payment has been processed, we will refund any money paid in respect of that order.
If you end your visit to the Website or Affiliated Website with items in your Shopping Cart (that is without completing the Request, including payment), we may retain those items in your Shopping Cart for a period of time determined by us, unless you first remove them. Where you are a Member we may send you an email notification from time to time to remind you that you still have items in a Shopping Cart.

Best Friends Pets Brand Cash

Customers must be a Best Friends Pets Rewards Member to qualify for Brand Cash.

Brand Cash applies to eligible purchases:

at physical retail stores branded as Best Friends Pets, My Pet Warehouse or Best Friends Pets (excluding Mitre 10 or Home Timber & Hardware stores);
via the https://www.bestfriendspets.com.au/

Members will receive Brand Cash to the value of 15% of the scanned price of an individual brand of participating premium dog and cat food and flea, tick and worming treatments, and selected treats, toys and litter, which will be automatically added to the Members Best Friends Pets Rewards account.

Brand Cash is redeemable on the same premium dog and cat food or flea, tick and worming treatment brand or selected treat, toy or litter brand and is not restricted by size or type of food i.e. dry and wet. Brand Cash earned from Premium Food brands cannot be redeemed on treats.

Brand Cash will be redeemable for your next purchase.

Brand Cash is not earned when a member opts to Price Match, except when Price Matching to Best Friends Pets’s online store - excluding Autoship at www.bestfriendspets.com.au.

Premium food Brand Cash is only earned on participating brands and excludes all treats of the same brand. Only available on selected Prime 100 food products. Excludes Hill’s Science Diet Veterinary Diets & Vets All Natural raw food.

15% Brand Cash back is available on the following participating brands.

Premium Food brands:

· Advance

· Balanced Life

· Big Dog

· Black Hawk

· Canidae

· Earthborn

· Eukanuba

· Feline Natural

· K9 Natural

· Glow

· Hill’s Science Diet

· Holistic Select

· Ivory Coat

· Man's Best

· Meals For Mutts

· Nutro

· Prime (spd BARF only)

· Pro Plan

· Royal Canin

· Vet's All Natural (excluding raw food)

· XP3020

· Zero G

· Ziwi Peak

Flea, Tick and Worming treatment brands:

· Advantage

· Advantix

· Advocate

· Drontal

· Kiltix

· Profender

· Seresto

· Big 5

· Comfortis

· Comfortis Plus

· Bravecto

· Capstar

· Cazitel

· Frontline Plus

· HeartGard

· NexGard

· NexGard Spectra

· ParaGard

· Interceptor

· Milbemax

· Sentinel

· Revolution

· Simparica

Treats, Litter & Toys:

· Breeder's Choice

· Greenies

· KONG

· Rogz

Brand Cash Expiry

Premium Food Brand Cash will expire three months after the month in which it was earned. KONG Brand Cash expires six months after the month in which it was earned. Flea, tick and worming treatment Brand Cash expires based on the product treatment period, with a minimum expiry of three months e.g. three months for one and three packs, six months for six packs etc.

You will be reminded that Brand Cash is expiring via email so make sure your details are up to date! You can also track when your Dollars are expiring by asking a team member in-store, when you are logged into your account online or on the Best Friends Pets Rewards app.

Smart Price Guarantee

Find a better deal on an identical item, and we'll match it subject to the following terms and conditions (“Smart Price”):

Best Friends Pets reserves the right to refuse a Smart Price request if price falls below cost. Smart Price's are at our sole discretion.
For a Smart Price to take place the customer must be a member of our Best Friends Pets Rewards program.
A competitor’s publicly advertised price must be produced by the customer to the Best Friends Pets team.
The products must be an identical product that is in stock in the quantity requested and available for sale by both the competitor and Best Friends Pets at the time of quoting (i.e. no backorders or rainchecks).
We will only Smart Price match a product that is available within a 15 km radius from our store or at that Store Manager’s discretion for products outside a 15 km radius.
The product must be new and identical: including brand, model, year of manufacture and colour. Identical is defined by: same brand, model, year of manufacture, colour, size, flavour, variety and quality.
Smart Price requests will not be considered retrospectively after an order has been placed or purchase completed with Best Friends Pets.
The Smart Price request must include all associated costs, including GST & taxes, delivery, freight, fees and charges.
The Smart Price request must include any bonus offers or accessories offered by Best Friends Pets.
Excludes any cash back offers and reproductions (e.g. photocopies, print outs etc.) from the matching retailer
Best Friends Pets will not smart price against Marketplaces, independent sellers, or any websites that do not sell directly to the general public.
Our Customer Experience team will aim to get to your smart price request within 24 hours. However, in busy periods the response time may be slightly delayed.
Smart Price requests will not earn Best Friends Pets Dollars or Brand Cash through our Best Friends Pets Rewards loyalty program on that purchase.
Smart Price's do not automatically apply to future transactions.
Smart Price's do not apply to the Auto-Ship / Repeat Delivery service.
Best Friends Pets Dollars and/or Brand Cash will still be earned when price matching an in-store product from any Best Friends Pets store or against Best Friends Pets’s online store - excluding Autoship / Repeat Delivery.

Pricing Policy

We are committed to offering our customers convenience, service and product availability at competitive prices, whether shopping at your local store or online with us.

Product availability and pricing of some products may vary between this Website, other websites operated by us and stores. From time to time we may run 'online only' offers which may vary from store advertising or not be available elsewhere.

Prices displayed online are current at the time of issue but may change at any time and are subject to availability. Prices and availability of items are subject to change without notice.

Where a price is compared to a higher price that higher price may not have been the price immediately before and intermediate price reductions may have occurred. Goods may have been available at the lower price for longer than they were offered at the higher price.

Warranty

We are committed to honouring consumer guarantees under the Australian Consumer Law and New Zealand Consumer Guarantees Act. This means we will assist you if goods:

are or become faulty through no fault of your own;

are not fit for a stated purpose or a purpose you made known to us;
do not match our description or sample; or
have defects that were not obvious or we did not bring to your attention.

If the fault is minor or can be repaired then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

However, you may be asked to provide your receipt as proof of purchase. You may also be asked to demonstrate that the problem with the goods was not your fault.
You acknowledge and agree that you will not rely on any representation or statement made by or on behalf of us other than the express provisions of these Terms.
You will ensure that goods we supply to you are not used for any purpose for which they are not suitable and you shall be responsible for the handling and care of all such goods.

Shipping and Delivery - Australia

For deliveries within Australia, all our standard shipping is sent via Australia Post or Courier from our nationwide dispatch locations. Your order is expected to be delivered in 2-5^ business days within Metro areas. Regional destinations may take up to 7^ business days.

^Delivery times may vary depending on location, carrier and public holidays.

Free Standard Shipping

Free Shipping will automatically be calculated on your cart upon reaching a value of $75 or more, after all other discounts are applied. *Free shipping only applies to most major metropolitan regions. You may be charged for shipping if your delivery address is not within a major metropolitan region or if your order exceeds a weight limit of 80kgs. Free shipping may not be valid with other discounts or offers and excludes gift cards and large items such as kennels, fish tanks and cat scratchers.

If your order doesn't qualify for free standard shipping, the cost of shipping with be calculated at checkout.

Authority to Leave (ATL):

This service is available with any home delivery orders. An address must first be considered accessible and safe by the courier. If it is, they will then leave it in a safe place.

When you select Authority to Leave as an option at checkout, you accept full responsibility and Best Friends Pets cannot be held liable if your order goes missing after it has been deemed delivered by the carrier.

Returning a Product for a Refund or Exchange

We want you to be completely satisfied with every item that you purchase from us. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law and New Zealand Consumer Guarantees Act.

When to return a product?

When there is a problem

We are committed to honouring consumer guarantees under the Australian Consumer Law and New Zealand Consumer Guarantees Act. This means we will assist you if goods:

are or become faulty through no fault of your own;
are not fit for a stated purpose or a purpose you made known to us;
do not match our description or sample; or
have defects that were not obvious or we did not bring to your attention.

You may be asked to demonstrate that the problem with the goods was not your fault.

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history, or online purchase transaction history or some other acceptable form of proof of purchase.

Change of mind

We will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

Be returned within 28 days of purchase;
be unused, undamaged, in original packaging with all accessories and instruction manuals and in resalable condition;
be returned together with any free or bonus item or gift with purchase that was given to you together with the product at the time of purchase;
not be a gift card or gift voucher.

The unwanted product must be returned to us either via post or in person to one of our stores. For online transactions, all ‘change of mind' transactions will be processed as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to one of physical stores of the same brand.

How do I return a product purchased online?

Items purchased from our online store can be returned via post to our Online Warehouse or in person at any of our physical stores of the same brand.

If you would like to post the item back to our Online Warehouse, please contact our Online customer service team to assist with organising the best method of shipping for your return or exchange, on customerservice@bestfriendspets.com.au.

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).

Who pays for the return of my purchase?

We will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with an online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. We cannot be responsible for any items damaged or lost during return transit.

How long will my refund take?

Please allow seven business days for the return to be processed after your item arrives at our Online Warehouse.

Can I return my online purchase to a store?

Online purchases can also be returned to any one of our physical stores of the same brand. A copy of your proof of purchase is required to complete the transaction. Please note any ‘change of mind' returns or exchanges will be processed at the discretion of the store, which may choose to either offer a refund or exchange your item.

Need to return an item now? Click here to send an email to customerservice@bestfriendspets.com.au.

Our Palatability Guarantee

Our premium food suppliers pride themselves on the quality and palatability of their products. We are so confident in our supplier’s offerings that we will offer a 100% money back palatability guarantee. For us to appropriately manage these claims the below points must be adhered to:

The product requested for refund must be 75% full. If the product has less than 75% of the food remaining, then the money back guarantee in no longer valid
Product returned must still be within date. Expired stock will not be accepted.
Customers must provide the original sales receipt
All products purchased will be refunded at the price purchased including those purchased during promotion
Team Members must be provided with an explanation as to why the product is being returned.
The customer’s Name, Member Number and Contact Details must be obtained.

When all of the above points have been actioned, a full refund of the product purchased will be provided.

Repairs under Manufacturer's Warranties

There may be circumstances where you have a problem with a product however it does not amount to a breach of a statutory warranty or consumer guarantee provided by us i.e. you are not entitled to a refund from us. In those circumstances, however, the product may have come with a warranty from the manufacturer.

Where your purchase of the product has been sold with a warranty from the product manufacturer, the warranty will typically grant you a right to have the product repaired (rather than entitle you to a refund) if defects arise falling within the scope of the warranty.

Some Manufacturer's use external Service Agents to repair faulty or damaged products. Where applicable, the item will need to be sent away for repair. Please contact us for manufacturer's contact details.

We recommend you firstly phone the relevant manufacturer if you experience any difficulties operating a product.

Capacity

Use of this website is restricted to those aged over 18 and those able to enter into a legally binding contract.

GST

The prices displayed on this website include Goods and Services Tax (GST).

Limitation of Liability

To the fullest extent permissible at law, we are not liable for loss or damage (including, without limitation, financial loss, damages for loss in business projects, loss of profits or other economic losses, or any indirect, special, economic or consequential loss) whether arising in contract, tort or otherwise from the use of, or inability to use, this Website, the Services or any material appearing on this website, or from any action or decision taken as a result of using this Website, the Services or any such material.

We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

You acknowledge that despite reasonable precautions on our part, there is a risk of unauthorised access to or alteration of your transmissions or data or of the information on your computer or this Website.

We do not accept any responsibility or liability for any losses that you may sustain as a result of any such activity.

Security Policy

When purchasing from Best Friends Pets your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact our customer support centre on 13 PETS.

Gift Cards

1. Gift Card Redemption & Exclusions

1. Redemption

Except for the exclusions listed in paragraph 1.2 (Exclusions) below, once loaded with value your Gift Card may be redeemed for purchases at stores of the gift card brand purchased.

2. Exclusions

The following are the exclusions applicable to the redemption of your Gift Card:

a. all purchases made via phone, facsimile, or email

b. payment of store accounts

c. Gift Cards cannot be used to purchase Gift Cards or other tender;

2. How to load value onto your Gift Card

1. In store Gift Card purchases

Present the Gift Card to our point of sale Team Member. Nominate the value you wish to be loaded on the eGift Card. A minimum of $10.00 and a maximum of $1000.00 can be loaded on each Gift Card.

2. All Gift Cards

Pay for your Gift Card value with the tender of your choice (other than a Gift Card). The transaction will be completed when the Gift Card is activated and loaded with value. There may be a delay with the Gift Card activating in the system once loaded. During this delay, the Gift Card cannot be used for purchases or transaction enquiries. Except if expressly stated by us in the case of special promotions, you will not be awarded any Best Friends Pets Dollars when you purchase a Gift Card.

3. Using your Gift Card

1. Making a purchase in-store with your Gift Card

Present the Gift Card to our point of sale at a store of the gift card brand purchased, with the merchandise that you wish to purchase using that Gift Card. The transaction will be completed when the balance has reduced on your Gift Card. No change will be given for any Remaining Gift Card Value. The Remaining Gift Card Value may be used in whole or part against future purchases. You agree that we can reduce the Remaining Gift Card Value by the value of all purchases of goods and services that are authorised by you.

Transactions are authorised by you via the following methods:

1. allowing an operator or other person to do so, at the point of sale; or

2. giving us detail of the Gift Card and authorising the transaction in some way approved by us.

When you authorise a transaction:

1. you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and

2. you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.

2. Making a purchase online with your Gift Card

Add merchandise to your cart that you wish to purchase using that Gift Card. Proceed to checkout, enter your 11-digit gift card barcode in the Promo code field and click the Apply button. The transaction will be completed when the balance has reduced on your Gift Card. The Gift Card Value must be used in a single online transaction. Any Remaining Gift Card Value at the completion of the transaction will become the property of Best Friends Pets. No change will be given for any Remaining Gift Card Value.

Transactions are authorised by you via the following methods:

1. entering your gift card barcode, agreeing to the Terms and Conditions and completing purchase.

When you authorise a transaction:

1. you are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and

2. you are agreeing to pay the amount of that transaction by the reduction of the Remaining Gift Card Value.

3. Purchases exceeding the Remaining Gift Card Value

Your Gift Card may only be used to make purchases up to the initial Gift Card value or the Remaining Gift Card Value. If you wish to make a purchase for an amount that exceeds the Gift Card value or the Remaining Gift Card Value, you must pay the excess using another payment method.

4. Exchanging items purchased with a Gift Card

Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to Best Friends Pets’s exchange and returns policy.

5. Issues with goods or services purchased with a Gift Card

If you have an issue with any goods or services that you purchased with a Gift Card you should contact the store where the purchase was made or customerservice@bestfriendspets.com.au.

6. No cash advances

Gift Cards are not legal tender, account cards, credit or debit cards or securities. You cannot obtain any cash advance with your Gift Card, redeem your Gift Card for cash or receive any portion of the Remaining Gift Card Value in cash.

7. Checking your Gift Card balance and transaction history

You will not be sent statements of transactions on a Gift Card. You can check your Gift Card balance at any time in-store, or by calling 13 PETS.

8. Can I exchange my Gift Card?

You cannot exchange your Gift Card for a different denomination or type of Gift Card or for another tender, cash or discount.

9. Can I purchase a gift card using a gift card?

Gift Cards cannot be used to purchase another gift card.

10. Destruction of Gift Card with no value

All Gift Cards remain the property of Best Friends Pets. If the Remaining Gift Card Value is zero your Gift Card cannot be reloaded. Our point of sale operator may destroy your expended Gift Card or you must destroy it by cutting it in half diagonally.

4. Expiry, cancellation and re-issue of Gift Card

1. Expiry of Gift Cards

As of April 2018 Best Friends Pets Gift Cards are not subject to an expiry period and remain valid for use until the balance of the card has been expended. Gift Cards purchased prior to April 2018 remain subject to the 12 month expiry period set upon the original issue of the gift card.

2. Cancellation and voiding of Gift Cards

1. Gift Cards cannot be cancelled once they are issued except if voided by Best Friends Pets, or if their value is used.

2. We reserve the right to void any Gift Card that appears to have been defaced, mutilated, altered or tampered with in any way and Best Friends Pets may subject Gift Cards to a verification process.

3. We reserve the right to cancel any Gift Card, or the Gift Card program, for any reason at any time without notice. In such instances (except those set out in paragraph b) we will elect to provide a refund or a replacement Gift Card.

4. We reserve the right to correct the balance of your Gift Card if we believe that a clerical or accounting error has occurred.

3. Re-issue of faulty or damaged Gift Cards

A re-issue of faulty or damaged Gift Cards is not available unless the fault or damage to the Gift Card is proven to be a result of the production process or otherwise due to the fault of us or our agents or contractors

5. Lost or stolen Gift Cards

Treat your Gift Card like cash. Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card.

6. Your Gift Card, your responsibility

You are responsible for the use and safety of your Gift Card. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us.

7. Changes to Terms and Conditions of Use

We reserve the right to change any of the terms contained in these Terms and Conditions of Use at any time where the change is required for any reason and agree to provide you with at least 30 days’ notice of such changes. We will give you notice by posting the changes on www.bestfriendspets.com.au/pages/terms.

8. Privacy and confidentiality

Our Privacy and Security Notice explains how we handle the personal information that we may collect from you with respect to Gift Cards. A copy of the Best Friends Pets Pty Ltd Privacy Policy is available at www.bestfriendspets.com.au. It is important that you read and understand both the Privacy and Security Notice and the Privacy Policy.

9. Errors and complaints

If you have reason to believe that an error has occurred in relation to your Gift Card, you should call 13 PETS.

10. Limitation of liability

You have certain rights under the Australian or New Zealand consumer law which cannot be excluded and are not affected by these terms and conditions. Except for those statutory rights, any conditions implied by any other laws are excluded from these Terms and Conditions of use. To the maximum extent permitted by law, we will not be liable to you for any loss or damage (whether direct, indirect or consequential) howsoever caused, nor will we be in default under these Terms and Conditions of Use, for failure to observe or perform any of our obligations under these Terms of Use for any reason or cause except if caused by our gross negligence. To the extent permitted by law, if we are liable to you, our maximum aggregate liability to you is limited to the Remaining Gift Card Value on your Gift Card.

SMS Mobile

What are Best Friends Pets SMS Alerts?

Best Friends Pets SMS alerts are SMS messages that are sent to opted in users that contain promotional content for Best Friends Pets customers.

How do I sign up for Best Friends Pets SMS Alerts?

Sign up to become a Best Friends Pets Rewards Member in-store or online. By signing up, you will typically receive 1-2 Best Friends Pets SMS marketing messages per month. Best Friends Pets SMS Alerts are not mobile spam. The service is a recurring message program.

Is it free?

Although all Best Friends Pets SMS Alerts are complimentary, Message & Data Rates May Apply. Depending on your text plan, you may be charged by your carrier.

What if I don’t want to receive any more service messages?

To stop receiving all Best Friends Pets SMS Alert messages, simply text STOP to the short code 0477752215. Once your telephone number is opted out of promotional messages, you will receive a final confirmation message and no further messages will be sent to your cell phone or mobile device.

What if I want to opt back in?

You can start receiving Best Friends Pets SMS messages again by following any of the steps outlined in the above section: “How do I sign up for Best Friends Pets SMS Alerts”.

What if I want more info?

To request more info, simply contact our Customer Service Team at customerservice@bestfriendspets.com.au.

Commands:

STOP: At any time, you can text STOP to the short code 0477752215. This will prevent you from receiving any future Best Friends Pets Alerts, following the confirmation message(s) described above in the “What if I don’t want to receive any more service messages?” section.

How are the messages sent?

We may use autodialer or non-autodialer technology to send the text messages described above to the mobile phone number you supply when you opt in.

Privacy Notice

You can review our privacy notice by clicking here

In-store Live Fish Guarantee

At Best Friends Pets, we're confident that the fish leaving our facility are happy and healthy, however, in the unlikely event that your live fish experience is less than desired, or, you experience a problem, we will guarantee your new fish for 7 days from purchase if the environment that the fish has been placed into is suitable and appropriate. All we ask is that you contact your local Best Friends Pets store from where you purchased your fish from, bring in a sample of your aquarium water in a clean container, at least 150ml, to ensure the environment is suitable and safe and your membership card or receipt for proof of purchase.

Once we have tested your water, we will provide you details of the result and help to identify and areas of concern to ensure your new friend is happy and healthy.

In-store Live Fish Guarantee does not apply to live fish ordered online through bestfriendspets.com.au.

Everyday Low Price Products

AHS medium peaked roof wooden dog kennel, AHS large peaked roof wooden dog kennel , AHS small side entry kennel opening roof, AHS medium side entry kennel opening roof , AHS large side entry kennel opening roof, Bavarian small wooden dog kennel, Bavarian medium wooden dog kennel, Bavarian large wooden dog kennel, Dgg grooming tool range, Dogit 14pk training pads, Dogit 30pk training pads, Dogit 50pk training pads, Dogit 100pk training pads, Fauna deluxe small animal home, Exo Terra all glass terrarium , Avi One 604X bird flight cage 82L x 52W x 154H cm, A&E flight cage & stand 81Lx53Wx160H cm, Pet One chicken coop , Optimum 13-15kg dry dog food, Pedigree 56pk dentastix dental treat range, Red & White 1.5kg UV treated poultry feeder, Red & White 3kg UV treated poultry feeder, Red & White 7kg UV treated poultry feeder, Red & White 1.5L UV treated poultry waterer, Red & White 3L UV treated poultry waterer, Red & White 7L UV treated poultry waterer, Outback small log cabin wooden dog kennel, Outback medium log cabin wooden dog kennel, Eukanuba 14-15kg super premium dry dog food, Furminator small animal deshedding tool, Advantage 6pk flea treatment for <4kg cats, Advantage 6pk flea treatment for >4kg cats, Advantage 6pk flea treatment for <4kg dogs, Advantage 6pk flea treatment for 4-10kg dogs, Advantage 6pk flea treatment for 10-25kg dogs, Advantage 6pk flea treatment for >25kg dogs, Comfortis 6pk flea treatment for 2.3-4.5kg dogs, Comfortis 6pk flea treatment for 4.6-9kg dogs, Comfortis 6pk flea treatment for 9.1-18kg dogs, Comfortis 6pk flea treatment for 18.1-27kg dogs, Comfortis 6pk flea treatment for 27.1-54kg dogs, Meow & Me cat teaser range, Meow & Me cat ball range, Meow & Me cat cubeez range, Meow & Me cat feather tail range, Meow & Me cat crinkle flatty range, Meow & Me cat wobble toy range, Dog N Bone 2pk rawhide braided roll, Dog N Bone 100g rawhide natural chips, Dog N Bone 200g rawhide natural chips, Dog N Bone 100g rawhide white chips, Dog N Bone 200g rawhide white chips, Dog N Bone 50g rawhide pressed roll, Dog N Bone 90g rawhide pressed roll, Dog N Bone 4pk rawhide white mini bone, Dog N Bone 12pk rawhide white mini bone , Dog N Bone 90g rawhide natural knot bone, Dog N Bone 60g rawhide white knot bone, Dog N Bone 4pk rawhide natural mini bone, Dog N Bone 12pk rawhide natural mini bone, Dog N Bone 50g rawhide natural knot bone, Dog N Bone 100pk rawhide natural twist, Dog N Bone 100pk rawhide white twist, Frontline Pet Care 375ml home & environment flea spray, Frontline Pet Care 250ml oatmeal shampoo, Frontline Pet Care 250ml puppy & kitten shampoo, Frontline Pet Care 300ml waterless shampoo

Everyday Multi Buy Products

Pro Plan 369g super premium wet dog food range, Pro Plan 85g super premium wet cat food range, Eukanuba 354-374g super premium wet dog food, Holistic Select 369g super premium wet dog food range, Holistic Select 156g super premium wet cat food range, Holistic Select 85g super premium wet cat food range, Ziwi Peak 85g super premium wet cat food range, Ziwi Peak 185g super premium wet cat food range, Ziwi Peak 390g super premium wet dog food range, Canidae Grain Free 368g super premium wet dog food range, Canidae Life Stages 368g super premium wet dog food range, Hill'Stm Science Diettm 363-370g super premium wet dog food , Hill'Stm Science Diettm 354g super premium wet dog food range, Hill'Stm Science Diettm 156g super premium wet cat food range, Hill'Stm Science Diettm 79-82g super premium wet cat food, Hill'Stm Science Diettm 85g super premium wet cat food pouch range, Feline Naturals 85g super premium wet cat food range, Feline Naturals 170g super premium wet cat food range, K9 Naturals 170g super premium wet dog food range, K9 Naturals 370g super premium wet dog food range, Advance 400-410g super premium wet dog food, Royal Canin 85g super premium wet cat food range, Fancy Feast 70-85g classic & inspirations wet cat food, My Dog 85g wet dog food range, Optimum 680-700g wet dog food, Dine 85g wet cat food range, Pick N' Mix lamb bones, veggie ears, puppy clod, roo sticks, beef liver & chicken sticks, Pisces live bunched plants, Aquarium Industries live bunched plants, Pisces live crickets, Aquarium Industries live crickets, Beco catnip toy range, Beco catnip wand range , Ivory Coat 400g super premium wet dog food range, Royal Canin 85g mini & breed specific super premium wet dog food range, Royal Canin 140g super premium wet dog food range, Royal Canin 195g super premium wet dog food range, Pro Plan 85g super premium wet cat food pouch range, Royal Canin 85g mini & breed specific super premium wet dog food range, Royal Canin 140g super premium wet dog food range, Royal Canin 195g super premium wet dog food range, Eukanuba 354-374g super premium wet dog food, Best Friends Pets Tennis Balls junior, Best Friends Pets Tennis Balls medium, Best Friends Pets Tennis Balls giant,

In these Terms and Conditions (‘Terms’), a reference to Best Friends, ‘we’, ‘us’ or ‘our’ means a reference to Best Friends Retail Pty Ltd ACN 159 053 399 and its related bodies corporate from time to time.

Acknowledgement and Acceptance

Please read these Terms carefully. By accessing or using this website and any services supplied via this website (‘Services’), you agree that you accept these Terms. You must stop using this website and any Services if you do not agree with these Terms.

Without limiting our other rights and remedies we may refuse to supply any product or Service, and we may deny access to this website, to anyone who breaches these Terms.

We reserve the right at any time to amend, update or remove any part this website or these Terms without prior notice to you, and it is your responsibility to monitor this website for changes. The updated version of these Terms will supersede all prior versions.

We also reserve the right to refuse access or edit or delete any material posted by you in contravention of these Terms.

Access and Use of Material on this Website

When you access or use this website or any Services you must:

only do so in accordance with these Terms;
only access parts of this website that are designated for unrestricted public access unless we have expressly given you permission to access other areas and then only for the purposes, and in the manner, permitted by us;
keep all passwords that we give you confidential and not disclose it to any other person or permit any other person to use that password;
immediately change any password that we have given you if you believe that it has become known to any other person;
follow our instructions and any terms we publish on this website when using the Services;
make sure all information and instructions that you give us are true, correct and complete, and that you are authorised to provide the information and instructions;
not reproduce, duplicate, copy, sell, re-sell, adapt, transmit in any form by any process (graphic, electronic or mechanical, including further copying, recording, or caching by a storage or information retrieval system, or download accelerator) or otherwise exploit any part of this website for any commercial purpose;

take your own precautions to ensure that whatever you select from this website is free of viruses or anything else that may interfere with your or any third party's computer systems.

Material Submitted by You

If you use any parts of this website that allow you to submit material (including links to third party content) that can be viewed by the public (‘Material’), then by using these features you acknowledge and agree that:

you will not post or transmit or otherwise publish Material, or permit or encourage the posting or transmission or other publication of Material, to this website that:
- is subject to any obligation of confidence on the part of Best Friends, its officers, directors, agents, related bodies corporate, employees or third party service providers;
- contains any form of advertising or promotion for goods and services or any spam or other form of unsolicited communication;
- contains software viruses, files or code designed to interrupt, destroy or limit the functionality of this website or any computer software or equipment;
- is illegal, false, inaccurate, misleading, deceptive, invasive of another person’s privacy, defamatory, threatening, abusive, obscene, indecent, libellous, hateful, racially biased;
- breaches any laws relating to a person's right to privacy or the export of personal information, or personal information about another person without their consent;
you will only publish Material that is your original content of which you are sole owner of all intellectual property rights embodied in such content, or where you have obtained all consents and licences from third parties necessary for the submission and display of the Material on this website and the grant of the licences by you to Best Friends under these Terms;
you grant an irrevocable, perpetual, worldwide, non-exclusive, transferable, royalty-free and sub-licensable licence to Best Friends to use and display the Material on this website, modify, adapt, publish, create derivate works from, sell and distribute the Material, without any compensation or obligation to you;
the use by Best Friends of the Material in accordance with the licences granted by you to Best Friends under these Terms will not breach any third party’s rights;
you will indemnify Best Friends (and its officers, directors, agents, related bodies corporate, employees and third party service providers) from and against any and all claims, losses, liabilities, damages, costs, charges and expenses that may be suffered or incurred by Best Friends (or its officers, directors, agents, related bodies corporate, employees and third party service providers) arising out of, or in connection with, the Material (including any breach of these Terms by you or the Material); and
you waive all moral rights that you may have in the Material.

To the extent that the Material includes a rating or review of a product or service, by submitting the Material, you represent and warrant to Best Friends that:

you are a bona fide user of that product or service, and the rating or review reflects your honest opinions, findings, beliefs and experiences in relation to that product or service;
save to the extent disclosed in the rating or review, you have not received any monetary payment or other valuable consideration in connection with the rating or review; and
save to the extent disclosed in the rating or review, you do not have any financial interest in that product or service, or any affiliation with the manufacturer or provider of that product or service (or any competitor of the manufacturer or provider of that product or service) which could reasonably be expected to compromise the impartiality of the rating or review.

To the extent the Material includes a question or query, you acknowledge and agree that:

Best Friends may answer your question or query solely in its own discretion, but is not under any obligation to answer your question or query;
any answers provided to your question or query are general opinions only and should not be taken as being definitive or exhaustive, nor are such answers intended to be advice as to any specific issue you may have.

By submitting your email address (or any other contact details) in connection with the Material, you agree that Best Friends and its third party service providers may use your email address (or other contact details) to contact you about the Material and as otherwise set out in Best Friends Pets Privacy Policy.

Minors

Minors under the age of 18 years are prohibited from providing any personal information or making purchases, including subscriptions, on this website.

Disclaimers

This website and its contents is provided on an ‘as is’ basis and we do not represent or warrant the accuracy, adequacy, completeness of information on this website or that it is up to date. For example (but without limitation):

prices and colours of products may change, and all products are subject to availability;
variations to products may occur from time to time for various reasons (including changes in seasonal range, or product specifications);
despite every effort to accurately duplicate each product's colours on our website, they are intended as a guide only and actual colours may vary. The colours you see online will also depend on your screen display and settings, therefore, we cannot guarantee that your monitor's display of any image will accurately reflect the colour of the product on delivery;
description of products are summaries only (with further information available on request to us); and
due to technical or human error, information may be recorded incorrectly or omitted.

We do not accept responsibility for any loss suffered as a result of reliance on the accuracy, adequacy, completeness or currency of information on this website.

We do not warrant that access to this website will be uninterrupted or error-free, that defects will be corrected or that the site or the server that makes it available are free of viruses, bugs or anything similar that may impact the functionality, accuracy and/or reliability of the website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.

We do not accept any responsibility or liability for any losses that you may sustain as a result of any such activity.

Liability and Limitation

Best Friends is also committed to consumer guarantees under Australian Consumer Law. This means we will assist you if goods:

are or become faulty through no fault of your own;
are not fit for a stated purpose or a purpose you made known to our sales staff;
don’t match our description or sample; or
have defects that were not obvious, or we did not bring to your attention.

If the fault is minor or can be repaired, then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

However, you may be asked to provide proof of purchase. You may also be asked to demonstrate that the problem with the goods was not your fault.

To the fullest extent permissible at law, we disclaim all responsibility for any damages or losses (including, without limitation, financial loss, damages for loss in business projects, loss of profits or other economic losses) whether arising in contract, tort or otherwise from the use of, or inability to use, this website, the Services or any material appearing on this website, or from any action or decision taken as a result of using this website, the Services or any such material.

Third Party Websites

We are not responsible for any information that does not originate directly from us, for any links we provide to third party sites (“Third Party Websites”), or for information or goods or services at or accessible from those Third Party Websites. This includes the content of third-party advertisements appearing on this website and links to Third Party Websites. These are provided for convenience only and may not remain current or maintained. The appearance of advertisements for third parties or links to Third Party Websites on this website is not to be construed as an endorsement, approval, recommendation or preference by us of the owners or operators of those Third Party Websites, or of any information, goods or services referred to or offered on those sites or otherwise posted on this website. Responsibility for any of that content rests solely with those third parties.

No links may be made to this website without our prior written consent.

Intellectual Property Rights

This website and its content are protected by copyright and other laws in Australia, and under similar laws and international conventions globally. You acknowledge and agree that all copyright and other intellectual property rights that may subsist in the content available through this website including text, images, graphics, photographs, video, logos, sounds, layout, designs, software and source code belong to us (or, where relevant, to our licensors, or other third parties). Except as permitted by these Terms, or with our prior written permission, you may not, in any form or by any means:

use this website or any information or other material from this website, including any information about products or services obtained from any part of this website, for any commercial purpose;
remove any copyright, trademark or any other intellectual property notice from any material accessible on this website; or
copy, adapt, modify, store, distribute, print, display, perform, publish, transmit, alter or tamper with in any way, or otherwise use, any material contained in any part of this website (except as expressly permitted in these Terms).

Nothing contained in this website shall be construed as granting any licence or right to use any trademark displayed on this website.

Privacy

As a visitor to our website, please refer to the terms of our Privacy Policy for information about how we handle your personal information.

Severability

Waiver

If we do not exercise or enforce any right available to us under these Terms or otherwise arising at law or in equity, this does not constitute a waiver of those rights.

Applicable Law

These Terms (and the provision of products and services by us) are governed by and to be interpreted solely in accordance with Australian law. In the event of any dispute arising in relation to these Terms or their subject matter, the Australian courts will have non-exclusive jurisdiction over such dispute.

Best Friends makes no representation or warranty that the content of this website complies with the laws of any country outside Australia. If you access this site from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access this website.

Last updated 14^th April 2020