Terms of service

Last updated: 29 July 2026

About PettaPaw

These Terms of Service (“Terms”) govern your access to and use of pettapaw.com, and any purchase you make through the website.

PettaPaw.com (“PettaPaw”, “we”, “us” or “our”) is operated by V.O.F. Stefan en Richard, a general partnership established in the Netherlands and registered with the Netherlands Chamber of Commerce under number 89937503.

Business address:
De Sânnen 17
9289 HJ Drogeham
The Netherlands

Email: info@pettapaw.com

Telephone: +31 6 12969905

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to offer our products and services to you. Your contract for any purchase is with V.O.F. Stefan en Richard, trading through PettaPaw, and not with Shopify.

Acceptance Of These Terms

By accessing the website, creating an account or placing an order, you agree to these Terms, our Privacy Policy, Returns & Refunds Policy and Shipping Policy.

You must have legal capacity to enter into a binding contract. If you are under 18, you may only use the website and place an order with the involvement and consent of a parent or legal guardian.

If you do not agree to these Terms, you must not use the website or place an order.

Product Information

We take reasonable care to ensure that product descriptions, images, sizes, colours, materials, prices and availability are accurate and current.

Colours and appearance may vary slightly depending on your screen, device settings and lighting. This does not affect your rights if a product is materially different from its description, image or sample.

Measurements and size guidance, for example for harnesses, collars, beds and carriers, are provided as a guide. Where a product has product-specific sizing, that information will be shown on the relevant product page. You are responsible for checking the size information and measuring your pet before ordering, but this does not limit any rights you may have where information supplied by us was inaccurate or misleading.

Please follow any care, use or safety instructions supplied with a product and supervise your pet when introducing a new product, particularly toys and chew items. This does not limit any rights you may have where a product is unsafe or fails to meet an applicable consumer guarantee.

We may update a product description, correct an error or withdraw a product before an order is accepted. We will not substitute an item without your agreement.

Prices, Currency, Taxes And Payment

Prices shown on the Australian storefront are displayed in Australian dollars (AUD), unless clearly stated otherwise.

The total amount payable, including any tax we are required to collect and any shipping charge, will be shown before you submit your order. We will not add undisclosed mandatory charges after checkout.

Where import duties, customs charges or other government charges may apply and are not collected by us, this will be clearly explained in our Shipping Policy before purchase.

We accept the payment methods displayed at checkout. Payment services may be provided by third parties, such as card processors, PayPal or Shop Pay. Your use of a third-party payment service may also be subject to that provider’s terms.

Promotional prices, discount codes and offers may be subject to separate conditions. Unless stated otherwise, discounts cannot be combined, applied retrospectively or exchanged for cash.

Placing And Accepting Orders

When you place an order, you make an offer to purchase the products in your cart under these Terms.

An automated order confirmation confirms that we received your order. It does not necessarily mean that the order has been accepted. A binding sales contract is formed when we send you a dispatch confirmation or otherwise expressly confirm acceptance.

We may decline or cancel an order before acceptance where there is a genuine reason, including:

the product is unavailable;
payment was not authorised;
the price or product information contained an obvious error;
we reasonably suspect fraud, misuse or an unauthorised transaction;
a legal or regulatory restriction prevents us from fulfilling the order; or
the delivery address is outside an area we serve.

If we have received payment for an order that we do not accept, we will refund the amount paid to the original payment method without unreasonable delay.

If an obvious pricing error is identified before acceptance, we may contact you and offer the option to proceed at the correct price or cancel for a full refund. We will not charge the corrected price without your agreement.

Availability

All products are subject to availability. We do not knowingly accept payment for products that we cannot supply.

If a product becomes unavailable after you order, we will contact you as soon as reasonably possible. You may choose an available alternative only with your express agreement, or receive a refund for the unavailable product.

Shipping And Delivery

Shipping destinations, handling times, delivery estimates, carriers, tracking information and any applicable charges are explained in our Shipping Policy.

Delivery dates are estimates unless we expressly agree to a guaranteed date. We will take reasonable steps to dispatch and deliver orders within the time stated on the website.

If an order is materially delayed, cannot be supplied within the agreed time or cannot be supplied within a reasonable time where no time was agreed, we will provide the remedies required by applicable law. Depending on the circumstances, this may include allowing you to cancel and receive a refund.

Risk of loss or damage remains with us until the order is physically delivered to you or to a person you authorised to receive it. If you independently arrange a carrier that was not offered by us, risk may pass when the order is handed to that carrier, to the extent permitted by law.

You are responsible for providing a complete and accurate delivery address. If an order is returned because the address supplied by you was materially incorrect or incomplete, we may charge the reasonable and disclosed cost of resending it. This does not apply where the delivery problem was caused by us or our carrier.

If tracking shows that an order is lost, damaged or not delivered, contact us at info@pettapaw.com. We will investigate with the carrier and provide the remedy required by law. We will not require you to resolve a delivery failure solely with the carrier.

Cancellations, Returns And Refunds

Our voluntary change-of-mind return conditions, return window, eligible and excluded products, return instructions, return-shipping arrangements and refund processing times are set out in our Returns & Refunds Policy.

Any voluntary return promise is additional to, and does not replace or restrict, rights that cannot be excluded under applicable consumer law.

A change-of-mind return may be refused where an item does not meet the clearly stated conditions in our Returns & Refunds Policy, for example where it has been used by or on a pet beyond what is reasonably necessary to inspect it, has been washed, altered or damaged after delivery, or is a hygiene-sensitive item whose protective seal or packaging has been removed. These exclusions do not apply where the product is faulty, unsafe, materially different from its description or otherwise fails a non-excludable consumer guarantee.

To request a cancellation before dispatch, contact us as soon as possible. We cannot guarantee that an order can be stopped once processing or dispatch has begun. This does not affect any cancellation or return right that applies under law or our Returns & Refunds Policy.

Approved refunds will be made to the original payment method unless another method is required by law or agreed with you. Bank and payment-provider processing times may apply after we issue the refund.

Australian Consumer Law

When we directly offer and supply goods to consumers in Australia, the Australian Consumer Law may apply.

Australian customers receive the consumer guarantees that cannot be excluded under the Australian Consumer Law. This includes guarantees that goods are of acceptable quality, are fit for any disclosed purpose, match their description or sample, and are supplied with clear title.

Where a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

Where a failure is minor, we may choose to provide a repair, replacement or refund within a reasonable time. If we do not provide an appropriate remedy within a reasonable time, you may have additional rights.

We may reasonably assess a product and request information, photographs or return of the item before providing a remedy. Any assessment process will not remove or unreasonably delay your legal rights.

Nothing in these Terms, our Returns & Refunds Policy or any product warranty excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

Accounts

You may be able to create a customer account. You are responsible for keeping your login details confidential and for activity carried out through your account, except where the activity was caused by our failure to use reasonable security measures.

Information you provide must be accurate, current and complete. You must notify us promptly if you believe your account has been accessed without authorisation.

We may suspend or close an account where reasonably necessary to protect the website, customers or our legal rights, including in cases of fraud, security abuse or serious breach of these Terms. Closing an account does not cancel an accepted order or remove rights and obligations relating to an existing purchase.

Gift Cards, Credits And Promotions

Gift cards, store credits, competitions and promotions may be subject to additional terms shown when they are offered.

Any expiry date, usage restriction or exclusion will be disclosed clearly and will comply with applicable law. Gift cards and store credits are not legal tender and cannot be redeemed for cash except where required by law.

We may withdraw or correct a promotion where there is an obvious error, fraud or misuse, but we will not retrospectively remove a valid benefit from an order already accepted unless permitted by law.

Permitted Use Of The Website

You may use the website only for lawful personal or household shopping purposes.

You must not:

use the website for unlawful, fraudulent or abusive activity;
attempt to gain unauthorised access to the website, accounts, systems or data;
introduce malware or interfere with the security or operation of the website;
scrape, copy or extract substantial parts of the website by automated means without permission, except where allowed by law;
impersonate another person or provide false information;
infringe intellectual property, privacy or other rights; or
use the website in a way that materially harms PettaPaw, Shopify, our service providers or other users.

We may take proportionate action to protect the website and its users, including restricting access where reasonably necessary.

Intellectual Property

The website and its original content, branding, layout, text, graphics, photographs, videos and software are owned by or licensed to us and are protected by applicable intellectual property laws.

You may view and use the website for personal, non-commercial purposes. You must not reproduce, distribute, modify, republish, sell or commercially exploit protected content without permission, except where permitted by law.

Third-party names, brands and trademarks remain the property of their respective owners. Their appearance on the website does not imply an endorsement or affiliation unless we clearly state otherwise.

Third-Party Services And Links

The website may use or link to services operated by third parties, including Shopify, payment providers, delivery carriers, review platforms and social media services.

We are not responsible for the independent content or practices of third-party websites. Before using a third-party service, review its applicable terms and privacy information.

This section does not reduce our responsibility for products sold by us, payment collected on our behalf, delivery obligations or any other responsibility that cannot be excluded by law.

Shopify

Shopify provides the ecommerce infrastructure used to operate the website. Products purchased from the website are sold by us and not by Shopify.

Shopify is not the seller, importer or contracting party for your order. Nothing in this section removes any rights you may have directly against Shopify under applicable law in relation to Shopify’s own conduct or services.

Privacy And Cookies

We handle personal information in accordance with our Privacy Policy and applicable privacy and data-protection law.

Our Privacy Policy explains what information we collect, why we use it, who we share it with, international data transfers, retention, cookies and your available rights.

Reviews, Feedback And User Content

If you submit a review, photograph, comment or other content, you confirm that:

it is based on your genuine experience or that you otherwise have the right to submit it;
it is accurate to the best of your knowledge;
it does not infringe another person’s rights; and
it is not unlawful, threatening, defamatory, discriminatory, obscene, fraudulent or misleading.

You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, display and use that content for operating and promoting PettaPaw, subject to applicable privacy law and any specific permission required for identifiable images.

We may moderate or remove content where reasonably necessary for legal, safety, relevance or authenticity reasons. We will not suppress genuine negative reviews merely because they are negative.

Website Availability And Errors

We aim to keep the website available, accurate and secure, but uninterrupted or error-free access cannot be guaranteed.

We may temporarily suspend access for maintenance, security, technical problems or events outside our reasonable control. We will take reasonable steps to minimise disruption.

If website information contains an error, we may correct it. Any correction affecting an order already placed will be handled fairly and in accordance with the order-acceptance provisions and applicable law.

Liability

We are responsible for loss or damage that is a reasonably foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for loss or damage caused by:

your misuse of a product or failure to follow care or safety instructions;
inaccurate information supplied by you;
unauthorised use of your account that was not caused by our failure to use reasonable security measures; or
events outside our reasonable control, except to the extent that the law places responsibility on us.

To the maximum extent permitted by law, we are not liable for losses that were not reasonably foreseeable when the contract was formed, or for business losses arising from a purchase made wholly for personal or household use.

Nothing in these Terms excludes or limits liability for fraud, deliberate misconduct, death or personal injury caused by negligence, or any consumer guarantee, statutory right or other liability that cannot lawfully be excluded or limited.

Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, natural disasters, war, civil unrest, industrial action, carrier disruption, customs disruption, cyber incidents, government action or failures of essential networks.

We will take reasonable steps to reduce the effect of the event and keep affected customers informed. If the event causes a substantial delay or makes fulfilment impossible, you may have a right to cancel and receive a refund under applicable law.

Changes To These Terms

We may update these Terms to reflect changes to our business, website, services or legal obligations.

The version in force when you place an order will govern that order. Changes will not be applied retrospectively to an accepted order unless required by law or expressly agreed with you.

The latest version will be published on this page with an updated revision date.

Severability, Waiver And Entire Agreement

If a provision of these Terms is found to be unlawful, invalid or unenforceable, it will be limited or removed only to the minimum extent necessary. The remaining provisions will continue to apply.

If we do not immediately enforce a right, that does not mean we waive it.

These Terms, together with the policies and order information expressly incorporated into them, form the agreement between you and us regarding use of the website and purchases from PettaPaw. They do not exclude representations or rights that cannot lawfully be excluded.

Governing Law And Disputes

These Terms and purchases made through the website are governed by the laws of the Netherlands.

This choice of law does not deprive an Australian consumer, or any other consumer, of mandatory protections that apply under the law of their place of residence, including rights under the Australian Consumer Law where applicable.

Please contact us first so that we can try to resolve any concern. Nothing in these Terms prevents you from contacting a consumer-protection authority or bringing a claim before a court or tribunal that has jurisdiction under applicable law.