Save up to 30% on your first Repeat Delivery order!
Search
Advanced Search
My Cart Your shopping cart is empty

Your shopping cart

Greencross Group Website and Loyalty Program Terms and Conditions

Last Updated: 27th November 2023

Disclosure Notice in accordance with section 47A of the Fair Trading Act 1987 (NSW)

These Greencross Group Website and Trading T&Cs are important and you should read them fully. But there are some specific terms we wanted to make you aware of. These are set out below.

Content you submit to Greencross or our Sites (see clause 26 of the Website and Trading T&Cs)

If you submit information, content or materials (such as customer reviews of our goods or services) (User Generated Content) to Greencross or our Sites, we may use your User Generated Content for our business purposes, such as displaying your User Generated Content in our marketing materials or on our Sites or social media pages. We may also share your User Generated Content with other members of the Greencross Group.

Reliance on Site Content (see clause 24.1 of the Website and Trading T&Cs)

Greencross makes the content of the Sites available for general information only. The information on our Sites is not a substitute for appropriate advice from your vet or pet nutritionist. You should speak to your vet or pet nutritionist for personalised professional advice for your pet.

Goods required to be recommended by a veterinarian (see clause 24.2 and 24.3 of the Website and Trading T&Cs)

There are certain goods which require you to confirm that you have obtained veterinarian advice prior to purchasing. You should be aware of these listed goods and speak to your vet or pet nutritionist for personalised professional advice for your pet prior to purchasing these goods.

Our limitation of liability (see clause 33 of the Website and Trading T&Cs)

To the extent permitted by applicable law and subject always to the Non-excludable Rights, we will not be liable to you in any way for any cause in connection with your use of the Sites or the Services and our liability to you will be limited as set out in clause 33 of these Website and Trading T&Cs.

Privacy and security - disclosure of personal information to third parties (see clause 25 of the Website and Trading T&Cs)

The collection, use, disclosure and handling of personal information is separately governed by our Privacy Policy (which is available at Greencross Privacy Policy Group), together with other terms such as our privacy collection statements. These explain how we may share your personal information with other members of the Greencross Group, delivery service providers, suppliers and other entities we do business with, as required.

Promotional Terms & Conditions

Little Paws Sale* Terms & Conditions

*Half price discount applies only to product of equal or lesser value. Offers are valid until 29/1/24 or while stocks last. Savings are based on non-member price. Petbarn may extend the offer period in its absolute discretion. Stock varies by store and online. Offers only apply to retail sales, not for purchases of commercial quantities. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Prices are subject to change. Any price shown is valid for the promotional period. Illustrations, photos and packaging are only representative of the products advertised. Further T&Cs apply.

 

Stock up and save Buy 1 Get 1 50% off* Terms & Conditions

*Half price discount applies only to product of equal or lesser value. Offers are valid until 29/1/24 or while stocks last. Savings are based on non-member price. Petbarn may extend the offer period in its absolute discretion. Stock varies by store and online. Offers only apply to retail sales, not for purchases of commercial quantities. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Prices are subject to change. Any price shown is valid for the promotional period. Illustrations, photos and packaging are only representative of the products advertised. Further T&Cs apply.

 

Ultimutt Clearance Up to 80% Off* Terms & Conditions

*Offers are valid online only until 24/01/24, while stocks last. Savings are based on non-member price. Petbarn may extend the offer period in its absolute discretion. Stock varies by store and online. Offers only apply to retail sales, not for purchases of commercial quantities. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Prices are subject to change. Any price shown is valid for the promotional period. Illustrations, photos and packaging are only representative of the products advertised. Further T&Cs apply.

 

More to love Member Price - Save even more with more to love member price* Terms & Conditions

*Discount is applied to online member price at the time of purchase. Maximum discount for this offer is capped at $25 per order. You are only able to redeem this offer if:

  • you are, or you become, a Friends for Life Member before completing your purchase;
  • you log in to your Friends for Life account for member pricing before completing your purchase; and
  • you apply the discount prior to completing your purchase.

Petbarn reserves the right to adjust the member price and/or discount at any time. Savings and pricing are subject to change and may not be the same online as in-store.
This offer cannot:

  • be applied to previous purchases;
  • be used in conjunction with any other offer; or
  • be applied to commercial quantities or purchases for the purpose of re-sale.


New Customer Coupon Terms and Conditions

  • Selected products, additional 20% off, capped at $20.
  • Coupon will expire 14 days after being awarded upon sign-up.
  • Single use per customer, per transaction. 
  • Valid for first time customers to Petbarn only.
  • Coupons are valid for use online only.
  • Not valid for use with first time repeat delivery offer. 

 

Free 2hr Delivery when you spend $79 on The Nosh Project* Terms & Conditions

*2hr Delivery offer valid online only, while stocks last. 2hr Delivery is available up to 10km radius from store, in select metro areas. Offer is only applicable to orders containing $79 on The Nosh Project products. No voucher code is required. Offer will automatically apply in cart. Offers and selections on www.petbarn.com.au may vary from those of Petbarn stores and of Petbarn local advertisements. Must place your order by 5pm local time Monday - Friday or by 4pm Saturday - Sunday to receive it that same day. Authority to leave will automatically be selected at checkout. You will only be able to complete a 2hr Delivery order if all the items in your cart are available and in stock for your delivery location. 2hr Delivery is not available on all products and exclusions apply including but not limited to Aquariums, Live Animals, selected Vet Prescription Diets, and selected Housing. Offer and prices are subject to change. Petbarn reserves the right to end this promotion at any time.

 

Free 2hr Delivery on orders over $149* Terms & Conditions

*Offer valid online only, until 29/01/24, while stocks last. Offers and selections on www.petbarn.com.au may vary from those of Petbarn stores and of Petbarn local advertisements. 2hr Delivery is available up to 10km radius from store. Offer is only applicable to orders $149 and over and selected metro areas. No voucher code is required. Offer will automatically apply in cart on orders $149 and over. Must place your order by 5pm local time Monday - Friday or by 4pm Saturday - Sunday to receive it that same day. Authority to leave will automatically be selected at checkout. You will only be able to complete a 2hr Delivery order if all the items in your cart are available and in stock for your delivery location. 2hr Delivery is not available on all products and exclusions apply including but not limited to Aquariums, Live Animals, selected Vet Prescription Diets, and selected Housing. Offer and prices are subject to change. Petbarn reserves the right to end this promotion at any time. Illustrations, photos and packaging are only representative of the products advertised. Petbarn is a registered trademark of Petbarn Pty Ltd ABN 78 001 802 759.

 

*2hr Delivery Terms and Conditions

*$9.95 delivery fee. Up to 10km radius from store. 2hr delivery period is during trading hours only. Orders must be placed by by 5pm local time Monday - Friday or by 4pm local time Saturday - Sunday to receive it that same day. Authority to leave will automatically be selected at checkout. You will only be able to complete a 2hr delivery order if all the items in your cart are available and in stock for your delivery location. 2hr delivery is not available to PO boxes or Parcel Lockers. 2hr delivery is not available on all products and exclusions apply including but not limited to products weighing over 21kg, Aquariums, Live Animals, Vet Prescription Diets, Fish Tanks, selected Kennels and Housing. Petbarn reserves the right to end this promotion at any time. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Prices are subject to change. Any price shown above is valid for the promotional period. Illustrations, photos and packaging are only representative of the products advertised.

Next Day Delivery^
$7.95 delivery fee for orders delivered within 20km radius from select stores every day of the week (excl. deliveries on Christmas Day, New Years Day and Good Friday, as well as any other day on which the store your order is being collected [from our delivery service provider] is not open for trade). Orders must be placed by 11.59pm AEST the day before delivery. Orders can only be completed on select products in stock at select stores. Next Day Delivery is not available on all products and excluded products include Live Animals and some Housing (i.e., aquariums, kennels, chicken coups and terrariums). Other products may not be available for your selected and confirmed delivery location. Orders cannot exceed 180kg and individual products cannot exceed 21kg. Authority to leave will be automatically selected at checkout. Orders cannot be delivered to a PO Box or Parcel Locker.

First Repeat Delivery Order discount is applied to the Repeat Delivery price displayed online at the time of purchase.

Maximum discount for this offer is capped at $20.

You are only able to redeem the First Repeat Delivery Order offer if:

  • you have never placed a Repeat Delivery Order with us or you have not placed or received a Repeat Delivery Order between 18/05/22 - 23/05/23;
  • you are, or you become, a Friends for Life Member before completing your Repeat Delivery Order purchase; and
  • you Log In to your Friends for Life account for Member pricing and select Repeat Delivery before completing your Repeat Delivery Order.

Repeat Delivery is available for select products only and savings are based on non-member pricing.

Savings and pricing are subject to change and may not be the same online as in-store.

The offer cannot be applied to previous purchases.

One use per customer. Not available in conjunction with any other offer.

Offer valid until further notice.

 

Taste Guarantee Terms and Conditions

Taste it, love it or we’ll replace it, guaranteed. Offer valid on dog and cat food products within 45 days of purchase from Petbarn or City Farmers. You must be a member of the Friends For Life loyalty program with a valid email address, or be able to supply proof of purchase. We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:

  • higher value, all you need to pay is the difference in value
  • lesser value, we will provide you with a refund for the difference
  • If no suitable product can be found we will offer a full refund

Petbarn and City Farmers reserve the right to rescind this offer based on prior transactional history.

The policy does not exclude or replace your rights under Australian Consumer law, regulations or otherwise as required by law. 

Honouring claims for Taste Guarantee are at our sole discretion.

 

Litter Lovers Guarantee Terms and Conditions

Litter Lovers Guarantee is offered on cat litter products excluding litter accessories and trays, within 45 days of purchase from Petbarn or City Farmers. You must be a member of the Friends For Life loyalty program with a valid email address, or be able to supply proof of purchase. We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:

  • higher value, all you need to pay is the difference in value
  • lesser value, we will provide you with a refund for the difference
  • If no suitable product can be found we will offer a full refund

Petbarn and City Farmers reserve the right to rescind this offer based on prior transactional history.

The policy does not exclude or replace your rights under Australian Consumer law, regulations or otherwise as required by law. 

Honouring claims for Litter Lovers Guarantee are at our sole discretion.

 

Petbarn Price Guarantee Terms and Conditions

 

What is included in our Petbarn Price Guarantee

  • The everyday or promotional price of any identical product stocked by an Australian physical or online competitor (i.e. a “.com.au” domain).
  • The competitor has the identical product in stock at the time you are purchasing the product from us.
  • Single order prices.
  • The Petbarn Price Guarantee is only available at the time of purchase - past or future transactions will not be considered.

What is excluded from our Petbarn Price Guarantee?

  • Any subscription pricing, including repeat delivery or order services.
  • Discounts offered to any staff or similar discounts.
  • Cash-back, gift vouchers and bundled offers.
  • Commercial quantities and pricing.
  • Liquidations, clearance and end of range stock.
  • Short-dated or damaged stock.
  • Services such as insurance, grooming, dog-wash and adoptions.
  • Products advertised on marketplace, auction or classifieds websites.
  • Freight or shipping costs are not included; price match is based on product display price only.
  • Prices that are below our cost price.
  • Completed sales transactions.
  • Future sales transactions.
  • No further discounts can be applied in addition to the Petbarn Price Guarantee, such as Frequent Feeder.


Petbarn reserves the right to limit the quantity of products available for price-matching at its discretion. 

  1. Introduction
    1. The Greencross Group is an integrated pet care business in Australia and New Zealand, and our purpose is to make the world a happier place through the love of pets.
    2. The Greencross Group includes Greencross Pty Limited (ACN 119 778 862), Greencross Operations Pty Ltd (ACN 130 686 743) and Petbarn Pty Limited (ACN 001 802 759) and their Australian subsidiaries and affiliates, including businesses that provide retail and veterinary (and related) services (Greencross Group, Greencross, we, us or our).
  2. Application of these Greencross Group terms and conditions
    1. These Greencross Group terms and conditions consist of the following:
    Reference Application
    Clauses 3 to 37, including any Addenda to these terms and conditions (Website and Trading T&Cs)
    • Your access to and use of the Sites; and
    • Any ordering or purchasing of Goods and Services through the Sites or In-Store (as defined below). 
    Appendix 1 (Loyalty Program T&Cs)
    • If you are a Member of the Greencross Group’s loyalty program, the Friends for Life Loyalty Program
    Appendix 2 (Petbarn Price Guarantee)
    • Pricing of any products via our Sites and at our Petbarn stores.
    Appendix 3 (Taste Guarantee)
    • Dog and cat food products.
    Appendix 4 (Litter Lovers Guarantee)
    • Cat litter products (excluding litter accessories and trays).
    Appendix 5 (Delivery Information) including the terms and conditions incorporated by reference in this Appendix.
    • Any deliveries applicable to Orders you place through our Sites. 
    Appendix 6 (Repair, Replacement and Refund Policy)
    • Products Ordered or Purchased via one of our Sites or at one of our Petbarn stores. 
  3. Website and Trading T&Cs
    1. These Website and Trading T&Cs only apply to:
      1. your use of the following websites owned or operated by the Greencross Group:
        • petbarn.com.au;
        • greencrossvets.com.au; and
        • any other websites specified by Greencross from time to time, (together, the Sites); and
      2. any of our goods or services provided through the Sites and in any Petbarn stores (In-Store) (together, the Goods and Services).
    2. There are other terms and conditions that may apply to your interactions with the Greencross Group, which will be provided to you for your review. These include:
      • when you use Greencross Vets WebVet service; and
      • any terms and conditions which may apply to a promotion we are running or otherwise making available.
    3. Other Greencross Group websites may have different terms and conditions which apply to them.
    4. The terms “you” and “your” refer to the person:
      • accessing or using the Sites;
      • ordering our Goods or Services provided through our Sites;
      • accessing or attending a Petbarn store; or
      • purchasing our Goods or Services In-Store.
  4. Acceptance of Website and Trading T&Cs
    1. These Website and Trading T&Cs and any Addenda to these Website and Trading T&Cs, and any additional terms and conditions notified to you from time to time, govern your access to and use of the Sites, including any Site Content (as defined below) and our Goods and Services provided through or in connection with the Sites or In-Store.
    2. Our Privacy Policy, Security Policy, and any Privacy Collection Notices provided to you, separately set out how we will handle and secure any information you provide us with when you engage with us via our Sites or In-Store.
    3. By browsing, accessing or using the Sites, by ordering the Goods or Services provided through the Sites or by accessing, attending, or purchasing our Goods and Services In-Store, you acknowledge and warrant that you have read, understood and agree to be bound by these Website and Trading T&Cs and any additional terms and conditions notified to you from time to time. If you are under 18 years of age, then you must obtain your parent or guardian’s consent before accessing or using the Sites, ordering the Goods or Services provided through the Sites or purchasing our Goods and Services In-Store.
    4. These Website and Trading T&Cs form a legally binding agreement between Greencross and you. If you do not agree to these Website and Trading T&Cs, you must:
      • immediately exit and not access or use these Sites, or order our Goods or Services provided through the Sites;
      • not attend our Petbarn stores, or purchase our Goods and Services In-Store.
    5. We may amend these Website and Trading T&Cs at any time (including to comply with applicable laws, comply with a legitimate contractual obligation or for operational reasons when we change our systems and processes]) and will take reasonable steps to bring any material changes to your attention such as by posting the amendments on the Sites. As you will be bound by any amendment to these Website and Trading T&Cs, you should review these Website and Trading T&Cs from time to time. By continuing to use the Sites or order our Goods or Services after any amendment to these Website and Trading T&Cs, you will be deemed to have accepted the amended Website and Trading T&Cs. If any change has a detrimental effect on you or you do not agree with the amended Website and Trading T&Cs, you may cease accessing or using the Sites or ordering our Goods or Services via the Sites, attending Petbarn stores, or purchasing our Goods or Services In-Store.
  5. Ordering and purchasing Goods and Services
    1. You may order Goods and Services by selecting and submitting your Order through a Site or making a Purchase In-Store in accordance with these Website and Trading T&Cs.
    2. Any Order placed through a Site for a Good or Service is an offer by you to purchase the particular Good or Service for the price notified (including the delivery and other charges and taxes) at the time you place the Order.
    3. We may ask you to provide additional details or require you to confirm your details to enable us to process any Orders placed through a Site.
  6. Fees and charges
    1. You agree to pay the following fees and charges in relation to an Order you place through the Site or a Purchase you make In-Store (as applicable):
      • the purchase price of the Good or Service ordered through our Sites (as applicable to your specific Order) (Online Purchase Price);
      • the purchase price of the Good or Service purchased In-Store (as applicable to your specific Purchase) (In-Store Purchase Price);
      • the delivery fee provided to you at the time you selected the relevant delivery service when placing your Order (Delivery Fee); and
      • any other fees and charges set out in these Website and Trading T&Cs,
      together, the “Fees”.
    2. All Fees include GST where applicable.
    3. The Online Purchase Price is shown on the Site at the time you place your Order.
    4. The In-Store Purchase Price is displayed with the relevant Goods or Services at the relevant Petbarn store.
  7. Payment Methods
  8. You must pay the Fees using the online or In-Store payment methods in clause 8.1.
    1. We accept the following payment methods:
      • cash in Australian currency (In-Store only);
      • Visa and Visa Debit;
      • MasterCard and MasterCard Debit;
      • American Express;
      • Google Pay;
      • PayPal;
      • ZIP Pay;
      • Afterpay; and
      • Apple Pay.
    2. Not all payment methods may be available for all types of deliveries.
    3. If we are unable to successfully process your payment for your Order that is accepted by us, then we may notify you of the dishonour and cancel your Order.
    4. You authorise us to pre-authorise and/or debit the amount that is payable for an accepted Order from your nominated credit card to pay for the fees and charges.
    5. You must not pay, or attempt to pay, for Goods or Services through any fraudulent or unlawful means.
    6. For Orders made through our Sites, we will provide you with an order confirmation for your Order at the time you place your Order which specifies the Goods and Services (and associated Fees) with respect to your Order.
    7. An order confirmation does not signify our acceptance of your Order and simply confirms we have received your Order. Both you and we can cancel the Order at any time up until Dispatch in accordance with clause 14.
    8. You can access your receipt for any Order you place through our Sites via your Account or by contacting us using the details in clause 36.
    9. For any Purchases made In-Store, we will provide you with a receipt at the time you make your Purchase which specifies the Goods and Services (and associated Fees) with respect to your Purchase.
  9. Acceptance or rejection of an Order
    1. We reserve the right to accept or reject an Order or part of an Order for any reason up until Dispatch, including if the requested Good or Service is not available, if there is an error in the Purchase Price or the product description posted on the Site or an error in your Order. You may also cancel your Order at any time up until Dispatch in accordance with clause 14.
    2. Each Order placed through a Site that we accept results in a separate binding agreement between you and us for the supply of that Good or Service. For each Order accepted by us, we will supply each Good or Service in that Order to you in accordance with these Website and Trading T&Cs.
    3. If we reject an Order placed through a Site, then we will endeavour to notify you of that rejection at the time you place that Order or within a reasonable time after you submit that Order (and before Dispatch).
  10. Order and Purchase quantity limits
    1. We are not a wholesale provider. Accordingly, you may only Order or Purchase Goods or Services on our Sites or In-Store, and in each Order or Purchase, in quantities reasonable for personal and domestic use and not in quantities for resale to a third party, trade or commercial purposes.
    2. We may:
      • contact you after you submit an Order if we have concerns regarding the quantity of Goods or Services ordered;
      • cancel your Order without notice if we reasonably believe you are placing multiple Orders for the purposes of circumventing our quantity limits;
      • reject your offer to purchase Goods or Services In-Store if attempting to purchase excessive quantities or for the purpose of resale, trade or commercial use.
  11. Delivery of Goods
    1. We will only deliver Goods ordered through a Site to a location where we provide delivery services. You may receive multiple deliveries for your Order and these will be notified to you via email following placing your Order.
    2. We use trusted delivery service providers to deliver your Order.
    3. You may obtain further information on the Sites, including our Delivery Information page, about our delivery timeframes and how we deliver your Goods (including in relation to our delivery service providers). Delivery of your Goods by our delivery service providers may be subject to the relevant delivery service provider’s own terms and conditions and privacy policy. You acknowledge that it is your sole responsibility to review and comply with those terms and conditions.
    4. At the time you select your Goods, you will be given an option to select a delivery method which will include an estimated timeframe for delivery. Although we endeavour to ensure that those Goods are delivered within the timeframe provided at the time of your Order, these timeframes are indicative only. Delivery times may be delayed due to traffic or other unforeseen circumstances and, unless stated otherwise and subject always to your rights under applicable laws, we will not provide any refund or discount on your Order or Delivery Fee for late deliveries.
    5. If you select the “leave unattended” option for your Order or this option is automatically selected for your selected delivery method, our delivery service providers will endeavour to contact you:
      1. via SMS on your nominated telephone number when our delivery service provider is on the way to your Delivery Address with your order; and
      2. at the Delivery Address or on your nominated telephone number once our delivery service provider arrives at the Delivery Address.
    6. If our delivery service providers:
      1. cannot contact you when attempting delivery; or
      2. determine there is no one or no appropriate person at the Delivery Address to receive the Order or if our delivery service providers cannot access the Delivery Address or our delivery service providers cannot access your nominated spot or determine a suitable spot to deliver your Order (for unattended deliveries); or
      3. determine that it is unsafe to leave your order unattended (including at your nominated spot at the Delivery Address),
      then the delivery service provider will take steps which are reasonable in the particular circumstance and in accordance with their terms and conditions with you (if applicable). These steps are generally communicated with you by the delivery service provider at the time so you know what has happened to your delivery and what steps (if any) you need to take next. These may include:
      • our delivery service provider leaving your order unattended at your nominated spot at the Delivery Address or such other spot which our delivery service provider determines is suitable for delivery at the time; or
      • our delivery service providers may not deliver the Goods you have Ordered and take the Goods to a safe location such as an Australia Post post office, delivery depot or other collection point depending on the delivery service provider to attempt re-delivery or for collection by you; or
      • our delivery service providers will endeavour to contact you to arrange for a different delivery time; or
      • our delivery service provider will return your delivery to us (in which case you will be notified).
    7. You agree to comply with certain delivery requirements specified below. Certain Goods may only be available to be purchased using certain delivery methods and in certain delivery locations and this will be notified to you through our Sites at the time of placing your Order. Please also see our Delivery Information page, which includes information on which Goods may be purchased using particular delivery methods.
    8. You acknowledge and agree that any person at the Delivery Address who receives the Order is authorised by you to receive your Order.
  12. Delivery service coverage and Restricted Areas
    1. We do not deliver to:
      1. all postcodes in Australia; and
      2. any areas outside of Australia, (Restricted Area).
    2. If you live in a Restricted Area, you will not be able to place an Order (and if the postcode is in Australia, you will instead be notified of the closest stores to you).
  13. Risk and title
    1. Where Goods are delivered by us (including through our trusted delivery service providers):
      1. risk in the Goods passes to you on the date and time of delivery to the Delivery Address (including unattended deliveries at the Delivery Address);
      2. for Orders with Click & Collect Service, risk in the Goods passes to you on the date and time of collection from our store; and
      3. title to the Goods passes to you on the later of the date and time of:
        • payment of those Goods;
        • delivery of those Goods to the Delivery Address (including unattended deliveries at the Delivery Address); and
        • for Orders with Click & Collect Service only, collection of those Goods from one of our stores.
    2. Where you make a Purchase of our Goods In-Store, risk and title in the Goods pass to you on the date and time your Purchase is completed in our store.
  14. Cancellation of Orders
    1. You may cancel an Order you have placed (including if you have received an order confirmation) up until Dispatch. Repeat Delivery Orders can be cancelled via the Site up until Dispatch. For all other types of Delivery, you can simply contact our customer service team by phone to cancel your Order any time up until Dispatch. The delivery service provider may let you know when they have collected your Order from us.
    2. If you cancel an Order, depending on the payment method used, we will either not charge you for that Order, or if we have taken payment at checkout, refund the full payment amount paid, including any Delivery Fee and other fees and charges, to your original payment method or through an alternative means.
    3. We may also cancel any Order or part of an Order (including if you have received an order confirmation) up until Dispatch without any liability to you for that cancellation at any time if:
      • the requested Goods in that Order are not available; or
      • there is an error in the price or the product description posted on the Site in relation to the relevant Good in that Order; or
      • that Order has been placed in breach of these Website and Trading T&Cs (for example, in breach of the Order quantity limits set out in clause 10).
    4. If we cancel an Order or part of an Order, we will provide you with reasonable notice of that cancellation, and will not charge you for the cancelled Order. If any payment has been taken for the cancelled Order, then the full payment amount, including any Delivery Fee or other fees and charges, will be refunded to your original payment method or through an alternative means.
  15. Amending Repeat Delivery Orders
    1. Repeat Delivery Orders can be amended through the Site up until Dispatch.
  16. Missing items
    1. If there are any Goods missing from your delivery or collection, then you may contact us within 2 business days after the delivery or collection time and we will take steps to verify and confirm any such missing items. Once we are reasonably satisfied that the item was not delivered or collected (as applicable), we will provide you with a credit to your original payment method within 3-5 business days for the Goods that were charged but not delivered to you or collected by you.
  17. Repairs, Replacements and Refunds
    1. The Greencross Repair, Replacement and Refund Policy applies to all Orders and purchases of Goods using the Sites and In-Store and forms part of these Website and Trading T&Cs.
    2. The Greencross Repair, Replacement and Refund Policy applies in addition to your Non-excludable Rights (as defined in clause 33.2) and nothing in the Greencross Repair, Replacement and Refund Policy is intended to restrict, modify or exclude your Non-excludable Rights.
  18. Promotions
    1. From time to time we or our authorised representatives may run promotions (Promotions) on our Sites or in relation to our Goods or Services which are subject to both these Website and Trading T&Cs and any additional promotion-specific terms which cover the terms and conditions for the Promotion such as:
      • conditions of entry;
      • eligibility criteria;
      • eligibility period; and
      • other relevant terms and conditions for the specific Promotions.
      (Promotional Terms).
    2. These promotion-specific terms can be found on our Promotions Page and are in addition to these Website and Trading T&Cs.
    3. In the event of any conflict or inconsistency between these Website and Trading T&Cs and any Promotional Terms, the provisions of the Promotional Terms relevant to a Promotion shall prevail to the extent of such conflict or inconsistency with respect to such Promotion, and the terms of these Website and Trading T&Cs are to be read down or if necessary severed to the extent necessary to resolve the conflict or inconsistency.
    4. Any Promotions will only apply within the promotion period specified in the Promotional Terms and only while stock lasts. Subject to applicable laws and your Non-Excludable Rights, we reserve the right to end or extend any Promotion.
    5. Promotions cannot be applied to past purchases.
    6. Promotions cannot be used in conjunction with other offers, unless otherwise specified.
    7. You should ensure that you read the applicable Promotional Terms which apply to the specific Promotion before entering the relevant Promotion. By proceeding to enter the Promotion you agree and accept the applicable Promotional Terms.
  19. Petbarn Price Guarantee
    1. In certain circumstances we offer the Petbarn Price Guarantee in respect of Goods covered by the Petbarn Price Guarantee. Important exclusions and limitations apply. Please visit the Price Guarantee page to see our terms and conditions for our Price Guarantee.
  20. Taste Guarantee
    1. The Taste Guarantee applies to certain dog and cat food products purchased from Petbarn. Important exclusions and limitations apply. Please visit the Taste Guarantee page to see our full terms and conditions for our Taste Guarantee.
  21. 2 Hour Delivery Guarantee
    1. The 2 Hour Delivery Guarantee applies to select Goods available for 2 hour delivery from select metro stores. Important exclusions and strict cut-off times for placing orders apply. Please visit the Delivery Information page to see our terms and conditions for our 2 Hour Delivery Guarantee.
  22. Litter Lovers Guarantee
    1. The Litter Lovers Guarantee applies to all cat litter products excluding litter accessories and trays purchased from Petbarn. Important exclusions and limitations apply. Please visit the Litter Lovers Guarantee page to see our full terms and conditions for our Litter Lovers Guarantee.
  23. Creating an Account
    1. When you purchase Goods and Services via certain Sites, you may create a user account by registering via the relevant link on the registration page on the relevant Site (Account). To register your Account, you must provide Greencross with certain true and correct information about yourself as requested by the registration page.
    2. Signing up to our Friends for Life Loyalty Program (Loyalty Program) via the Petbarn website is voluntary and you can do this by creating an Account, or by signing up using the other methods set out in clause 2 of the Loyalty Program T&Cs. If you do not wish to become a member of our Loyalty Program and you wish to purchase Goods or Services via the Petbarn website, please check-out as a guest.
    3. If you create an Account, you must promptly notify and/or update your profile if any of your personal information is erroneous or changes from time to time.
  24. Your obligations
    Site Content and General information on Goods is not a substitute for veterinary advice
    1. Subject always to applicable laws and your Non-Excludable Rights you acknowledge and understand:
      1. that the Site Content is intended to provide general information for the self-management of your pets health and wellbeing. The Site Content does not provide veterinary clinical advice, nor is the Site Content intended to be used for the diagnosis, monitoring, treatment, alleviation of or compensation for injury, condition or disability. If you are concerned about a specific injury, condition or disability of your pet, or are seeking clinical or nutritional advice, please consult your veterinary professional, including where you are not sure what Goods or Services are suitable for your pet;
      2. that the Site Content is intended to provide general information only. It is not in the nature of advice. While every effort is taken to ensure the information is accurate, we do not represent or warrant that this information is correct, current, complete, reliable or suitable for any purpose and it must not be relied on by you or any other person as a substitute for appropriate advice tailored to specific circumstances (such as veterinary advice or pet nutritionist or allergy advice for your pet’s circumstances); and
      3. you should always check to see if the Goods you are ordering are suitable for your pet and your individual circumstances and check the labels on any Goods or prior to use.
    2. Goods required to be recommended by a veterinarian
      1. If you place an Order with respect to the following Goods, you confirm that your pet has been examined by a veterinarian who has recommended such Good(s) for your pet on the basis of their diagnosis of your pet:
        • Royal Canin Veterinary range; or
        • Hill's Prescription Diet range.
      2. If you place an Order with respect to the Goods specified in clause 24.2, you understand that:
        • you should seek veterinary advice at least every 6 months regarding providing the relevant Good to your pet; and
        • you should seek immediate veterinary advice if your pet’s condition deteriorates in any way when providing the relevant Good to your pet.
    3. Ordering and use of your Account
      1. Subject always to applicable laws and your Non-Excludable Rights you acknowledge and understand that:
        • you are responsible and liable for any person that uses your Account to order Goods or Services through the Sites or In-Store; and
        • we may charge you for all Goods or Services that we agree to supply to you that have been ordered using your Account through the Sites or In-Store.
  25. Privacy and security
    1. If you create an Account, sign-up to receive emails, SMS and/or newsletters regarding our Goods and Services, fill in a ‘contact us’ form, use the live chat function or submit a customer review on our Sites, we will need to collect your personal information. Personal information requested by us may include, but is not necessarily limited to:
      • your first name and last name;
      • your email address;
      • your phone number;
      • the city where you live;
      • whether you have previously purchased the products or services; and
      • your opinion of our Goods or Services as expressed by the customer reviews you submit.
    2. The collection, use, disclosure and handling of personal information is governed by our Privacy Policy (which is available at Greencross Privacy Policy Group), together with other terms such as our privacy collection statements.
    3. You confirm that all of the information you provide to us, including any personal information, will be complete, true and correct.
    4. You acknowledge that the internet is an inherently insecure communication medium, and your use of the Sites is at your own cost and risk. You must take your own precautions to ensure that the processes which you employ for accessing the Sites do not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your own computer system.
    5. If you create an Account, you must keep all usernames, passwords and other security-based information secure and private at all times. If your username, password or other security based information is lost or stolen, you must notify Greencross in writing and take any reasonable steps we advise you to take to mitigate the adverse impact of the lost or stolen security-based information at the earliest possible opportunity.
    6. Subject to applicable laws, you agree that we have no responsibility for any use, misuse, loss, corruption, interception or delay of information or data uploaded, downloaded, hosted or otherwise communicated via the Sites.
  26. User Generated Content
    1. You may choose to submit information, content and materials, such as customer reviews of our Goods or Services (User Generated Content) to the Sites and/or Greencross.
    2. You acknowledge and agree that if you choose to submit or post User Generated Content, you must own or have the right to submit that User Generated Content. User Generated Content that you submit must be your own opinion. User Generated Content must not:
      1. infringe any intellectual property rights (including copyright, database right or trade mark right) of any person or be in breach of any legal duty owed to any person, such as a contractual duty or a duty of confidence;
      2. deceive or be likely to deceive any person;
      3. be used to impersonate any person (including Greencross and Greencross’ representatives) or to misrepresent your identity or affiliation with any person (including Greencross and Greencross’ representatives); or
      4. be illegal, obscene, defamatory, threatening, pornographic, harassing, hateful, racially or ethnically offensive, encourage any conduct that would be considered a criminal offence, give rise to civil liability, violate any law or be otherwise inappropriate.
    3. If you become aware or reasonably suspected that any User Generated Content on the Sites may infringe these requirements, you must promptly notify us in writing.
    4. User Generated Content that you submit or share on a Site may be seen by other users of the relevant Site or third parties. Where we have made relevant settings available, we will use commercially reasonable efforts to honour the choices you make about who can see your User Generated Content.
    5. You agree that Greencross may:
      1. edit or delete your User Generated Content;
      2. link your User Generated Content to other material, including User Generated Content submitted by other users or material created by Greencross, its related bodies corporate and/or other third parties;
      3. use your User Generated Content for its business purposes, for example, displaying your User Generated Content in our marketing materials or on our Sites or social media pages;
      4. directly or indirectly benefit from your User Generated Content; and
      5. share your User Generated Content with its related bodies corporate, including other members of the Greencross Group.
    6. Greencross does not promise to display any User Generated Content that you provide.
    7. Greencross does not claim ownership rights in your User Generated Content, however, by submitting your User Generated Content to a Site you are deemed to grant Greencross (and its licensors) an irrevocable, perpetual, non-exclusive, royalty-free and worldwide licence to use, copy, modify, distribute, publish, communicate to the public and process that User Generated Content in connection with the Sites without further consent from, or notice and/or compensation to, you.
    8. By submitting and/or uploading your User Generated Content to a Site you consent to anything being done by Greencross in respect of that User Generated Content that could otherwise amount to an infringement of your moral rights in such User Generated Content, and warrant that you have obtained such consent from all other authors of such User Generated Content.
  27. Cookies
    1. By using our Sites, you acknowledge and agree that we may use cookies or other similar tracking technologies on our Sites to help us track your Site usage and remember your preferences. More information about how Greencross uses cookies and how you can enable or disable cookies can be found in our Cookie Policy (which is available here).
  28. Prohibited activities
    1. When using a Site, you must not:
      1. use the Sites for any activities that breach any laws or are contrary to any relevant standards or codes;
      2. make fraudulent or speculative enquiries, purchases or requests through the Sites;
      3. infringe any intellectual property right (including copyright, database right or trade mark right) of any person or be in breach of any legal duty owed to any person, such as a contractual duty or a duty of confidence;
      4. reproduce any Site Content without our express written permission, which we may grant or withhold at our absolute discretion;
      5. seek reimbursement from any other party for access to a Site or on-sell any information obtained from any Site;
      6. engage in any conduct which is likely to mislead or deceive us or any other person, impersonate any other person while using a Site, conduct yourself in an offensive manner while using a Site, or use a Site for any illegal, immoral or harmful purpose;
      7. submit, post, upload, email or otherwise send or transmit to a Site, or any users of a Site, anything that contains software viruses or any other computer code, files or programs designed to interrupt, harm, damage, destroy or limit the functionality of any computer software or hardware or equipment linked directly or indirectly to any Site; or
      8. interfere with a Site or networks underlying or connected to a Site or violate any of the procedures, policies or regulations of a Site or any networks connected to a Site.
    2. Safety of our staff and other customers is paramount. When visiting us In-store, interacting with us online via our Sites or speaking to our customer service team via phone or other means, you must not engage in any unlawful, suspicious or unacceptable conduct such as:
      1. any abuse or threatening behaviour via our Sites or In-Store (including any threat to staff welfare and safety);
      2. attempted shoplifting or other unlawful activities; and
      3. any breach of the Order and Purchase quantity limits set out in clause 10 of these Website and Trading T&Cs.
  29. Intellectual property
    1. Subject to clause 26.7, the entire contents and design subsisting in, relating to or arising out of the Sites and available through or in connection with a Site including copyright, logos, trade marks, designs, text, graphics, images, information, applications and other files, and their selection and arrangement (the Site Content) are the intellectual property of Greencross, our content providers or our licensors, with all rights reserved.
    2. You must not do anything, or omit to do anything, which may infringe our intellectual property rights, except with our express written permission. You must not reproduce, frame, transmit (including broadcast), adapt, link to or otherwise use any of the material on a Site, including audio and video excerpts, except as expressly permitted by statute or with Greencross' prior written consent.
    3. No Site Content may be modified, distributed, communicated, framed, reproduced, republished, downloaded, displayed, posted, transmitted, sold, assigned, duplicated, licensed in any form or by any means, in whole or in part, without our prior written consent. In addition, you agree not to use any data mining, robots, or similar data gathering and extraction methods in connection with a Site.
    4. You may view a Site and the Site Content using your web browser and save an electronic copy, or print out a copy, of parts of a Site solely for your own information, research or study, but only if you:
      1. do not modify the copy from how it appears unless expressly authorised by Greencross and then only in accordance with these Website and Trading T&Cs; and
      2. include the copyright notice reasonably specified by Greencross in writing on the copy.
    5. When you send us any feedback or suggestions or complete a survey in relation to a Site, you agree that we can use any ideas, concepts, or techniques contained in the feedback, suggestions or survey responses. When you participate in any chat sites, forums or other activities involving the publication of User Generated Content that you provide in the public forum, you agree that we can reproduce, use and distribute those materials.
  30. Linked Sites
    1. Third party websites
      1. This clause 30.1 applies where we provide links to the websites of third parties but not where we provide links to websites belonging to, or operated by, the Greencross Group, in which case, clause 30.2 applies.
      2. We may provide links to third parties’ websites or may divert your devices to third party websites from time to time (Linked Websites). Unless otherwise notified on a Linked Website, Linked Websites are not reviewed, controlled or examined by us in any way. The provision of links to Linked Websites does not mean that Greencross endorses or recommends, or has any association with, the Linked Websites or the relevant third party goods and services.
      3. You acknowledge and agree that we are not responsible for any of the content, availability, advertising, products, services or other materials of any Linked Websites, or any additional links contained on Linked Websites, or the conduct of any person associated with a Linked Website.
      4. Linked Websites may be subject to their own terms and conditions and privacy policies. You acknowledge that it is your sole responsibility to review and comply with those terms and conditions, and we have no responsibility for your actions when using a Linked Website.
    2. Greencross Group Sites
      1. This clause 30.2 applies where we provide links to websites belonging to, or operated by, the Greencross Group.
      2. We may provide links to the websites of the Greencross Group, or may divert your devices to the websites of the Greencross Group from time to time (Greencross Group Sites). The provision of links to Greencross Group Sites are for your convenience only, such as Greencross re-directing you to the Petbarn website if you wish to purchase products from Petbarn.
      3. The Greencross Group Sites are subject to the terms and conditions and privacy policies of the relevant Greencross Group Member (if applicable). You should review and comply with the relevant terms and conditions if accessing Greencross Group Sites.
  31. Availability
    1. While we take reasonable steps to ensure the availability and security of the Sites, you accept that the Sites are provided on a ‘as is’ basis. We do not warrant that any Sites will be continuously available and we will not be liable if any Site or any part of any Site is unavailable at any time or for any reason. We do not represent, warrant or undertake that any Site will be error, defect, ‘bug’ or ‘virus’ free.
    2. The Sites are not a storage service and you agree that we have no obligation to store, maintain or provide you with a copy of any User Generated Content that you provide, except to the extent required by applicable law or as provided in our Privacy Policy.
  32. Disclaimer
    1. The Site Content is intended to provide general information only. It is not in the nature of advice. While every effort is taken to ensure the information is accurate, we do not represent or warrant that this information is correct, current, complete, reliable or suitable for any purpose and it must not be relied on by you or any other person as a substitute for appropriate advice tailored to specific circumstances (such as veterinary advice or pet nutritionist or allergy advice for your pet’s circumstances).
    2. The information on the Sites is provided on the basis that all persons accessing a Site undertake responsibility for assessing the relevance and accuracy of its content.
  33. Limitation of liability and indemnity
    1. Without limiting any provisions of these Website and Trading T&Cs, we will not in any way be liable to you for any kind of loss or damage incurred as a result of your use of any Site, including any viruses or other malicious software that may affect you while you use a Site or for any faults, failures or interruptions or the accuracy, timeliness, completeness, security or reliability of any communications (including any transactions) made using a Site.
    2. Nothing in these Website and Trading T&Cs is intended to exclude, restrict or modify any condition, guarantee, warranty, right or remedy that you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded, restricted or modified by agreement (Non-excludable Rights).
    3. To the maximum extent permitted by law, except for any loss under clause 24 (Your Obligations), 25 (Privacy and Security), 26 (User Generated Content), 28 (Prohibited Activities and 29 (Intellectual Property), under no circumstances will either party be responsible to the other party or any third party whether in contract, tort, in equity or under statue for any special, indirect, consequential, incidental or punitive damages, including damages for loss of opportunity, profits, revenue or goodwill.
    4. Except for liability in relation to breach of any Non-excludable Rights and liability under clause 33.5, our total maximum liability to you in contract, tort (including negligence), statue or otherwise, is limited to one thousand Australian dollars (AUD $1,000).
    5. To the maximum extent permitted by law, our liability for breach of any Non-excludable Rights is limited to:
      1. any replacement or refund for a major failure and you may seek compensation for any other reasonably foreseeable loss or damage; or
      2. replacement or repair if the Goods or Services fail to be of acceptable quality and the failure does not amount to a major failure.
    6. You agree to indemnify, defend and hold us harmless from and against all losses, expenses, damages and costs (including reasonable solicitor’s fees) or liability incurred or suffered by you or by us arising from any claim, demand, suit, action or proceeding by any person against you or us where such loss or liability arose out of, in connection with, or in respect of your conduct in breach of the following clauses of these Website and Trading T&Cs:
      1. 10 (Ordering Limits);
      2. 24 (Your Obligations);
      3. 25 (Privacy and Security);
      4. 26 (User Generated Content);
      5. 28 (Prohibited Activities); and
      6. 29 (Intellectual Property).
    7. Your liability under this clause 33.6 is reduced to the extent that Greencross directly contributed to the loss.
  34. Cancellation, suspension and termination of Account
    1. You may cancel your Account at any time by notice to Greencross at the contact details below.
    2. Cancelling your Account will end your ability to access your Account and you will need to register again with Greencross if you change your mind. Any data or personal information Greencross has collected about you or your use of the Sites will be retained and destroyed in accordance with Greencross’ Privacy Policy. In particular, Greencross reserves the right to delete any information or data that relates to your Account if your Account has been deleted for a period exceeding 30 days.
    3. Notwithstanding anything else in these Website and Trading T&Cs, Greencross may immediately suspend or terminate your Account without notice or cause for any of the following reasons:
      1. you breach any of these Website and Trading T&Cs; or
      2. you have failed to provide correct personal information in accordance with clause 25.1.
      3. Greencross considers that you have done something that is detrimental to Greencross’ business interests or reputation or those of any of its third parties.
    4. Notwithstanding anything else in these Website and Trading T&Cs, Greencross may suspend or terminate your Account with immediate effect in whole or in part by providing you with a written notice and without cause for any of the following reasons:
      1. Greencross has ceased to provide the Account functionality or part of the Account functionality; or
      2. Greencross’ business or contractual relationships with third parties require Greencross to do so.
    5. If you are a Member of the Loyalty Program, please see Appendix 1 regarding how your points are treated in different circumstances.
  35. General
    1. Entire agreement: These Website and Trading T&Cs, together with any additional terms and conditions set out on any Site from time to time, constitute the entire agreement relating to its subject matter and supersede and cancel any prior drafts, versions, agreements, undertakings, representations, warranties and arrangements of any nature, whether in writing or oral, relating to such subject matter.
    2. Force majeure: We will not be in breach of these Website and Trading T&Cs or otherwise liable to you or any other person for any unavailability or failure of any Site, or the Goods or Services or any delay or other failure by us to comply with these Website and Trading T&Cs that is caused by or arises from any event or circumstances beyond our control.
    3. Rights cumulative: The rights, powers, privileges and remedies provided under any provision of these Website and Trading T&Cs are cumulative and not exclusive of any rights, powers, privileges or remedies provided under any provision of these Website and Trading T&Cs or by applicable law or otherwise.
    4. Waiver: No failure to exercise nor any delay in exercising by us of any right, power, privilege or remedy under these Website and Trading T&Cs will impair or operate as a waiver thereof in whole or in part. No single or partial exercise of any right, power privilege or remedy under these Website and Trading T&Cs will prevent any further or other exercise thereof or the exercise of any other right, powers, privilege or remedy.
    5. Invalidity: Any clause or provision of these Website and Trading T&Cs held to be illegal, invalid, void, voidable or unenforceable must be read down to the extent necessary to ensure that it is not illegal, invalid, void, voidable or unenforceable. If it is not possible to read down a clause or provision as required by this clause, part or all of the provision or clause of these Website and Trading T&Cs will be severed from these Website and Trading T&Cs and the remaining clauses or provisions continue in force.
    6. Interpretation: In these Website and Trading T&Cs, unless expressed to the contrary:
      1. a person includes a firm, partnership, joint venture, association, corporation or other body corporate;
      2. the word ‘includes’ in any form is not a word of limitation;
      3. where a word or phrase is defined, another part of speech or grammatical form of that word of phrase has a corresponding meaning;
      4. references to the singular include the plural and vice versa;
      5. a gender includes all other genders; and
      6. headings and sub-headings are for ease of reference only and do not affect the interpretation of these Website and Trading T&Cs.
    7. Governing law: These Website and Trading T&Cs are governed by the laws of New South Wales, Australia. You are deemed to submit to the non-exclusive jurisdiction of the courts of New South Wales. The Sites may be accessed throughout Australia and overseas. Greencross makes no representation that the Site Content complies with the laws (including intellectual property laws) of any country outside Australia. If you access any Site from outside Australia, you do so at your own risk and are responsible for ensuring that your access to the relevant Site is not illegal or prohibited by laws which apply to you.
  36. Contact Us
    1. If you have any questions about our Website and Trading T&Cs or concerns about our Sites, the Site Content or our Goods or Services, please contact us at:

    Contact Greencross Group  
    Phone Petbarn: 1300 655 896
    Greencross Vets: 1300 836 036
    Healthy Pet Plus: 1800 738 775
    You can call us: 8am to 7pm, Monday to Friday (AEST)
    9am to 5pm Saturday and Sunday (AEST)
    LiveChat You can reach us: 8am to 9pm, Monday to Sunday (AEST)
    Email Petbarn: info@petbarn.com.au
    Greencross Vets: info@greencrossvet.com.au
    Healthy Pet Plus: info@healthypetplus.com.au
    Postal Address PO Box 6683, North Ryde, NSW 2113
  37. Definitions
    1. 2hr Delivery Order means an Order that is placed using our 2 hour delivery guarantee.
    2. Account has the meaning set out in clause 23.1.
    3. Click & Collect Service means where, during the ordering process, you select a store from which you will collect your Order.
    4. Delivery Address means the address (or collection location) specified by you for the delivery of Goods that we will supply to you under these Website and Trading T&Cs.
    5. Delivery Fee has the meaning set out in clause 6.1.3.
    6. Delivery Information page means this pagehere.
    7. Dispatch means that the relevant Good(s) have been collected from us by the relevant the delivery service provider or by you (if you select “Click & Collect”).
    8. Fees has the meaning set out in clause 6.1.
    9. Goods are items in an Order, and include packaging.
    10. Goods and Services has the meaning set out in clause 3.1.2.
    11. Greencross or Greencross Group has the meaning set out in clause 1.2.
    12. GST means any goods and services or value added tax, or any similar turnover, sales or purchase tax or duty levied by any jurisdiction (including but not limited to any central, regional or local jurisdiction), and whether in Australia or internationally, including the goods and services tax imposed by the A New Tax System (Goods and Services) Act 1999 (Cth).
    13. In-Store has the meaning set out in clause 3.1.2.
    14. In-Store Purchase Price has the meaning set out in clause 6.1.2.
    15. Linked Websites has the meaning set out in clause 30.1.2.
    16. Loyalty Program has the meaning set out in clause 23.2.
    17. Member means a member of the Friends for Life Loyalty Program.
    18. Non-excludable Rights has the meaning set out in clause 33.2.
    19. Online Purchase Price has the meaning set out in clause 6.1.1.
    20. Order means any order for a Good or Service submitted using a Site.
    21. Promotions has the meaning set out in clause 18.1.
    22. Purchase means any purchase made for a Good or Service In-Store.
    23. Repeat Delivery Order is a recurring Order with the same items.
    24. Restricted Area has the meaning set out in clause 12.1.
    25. Service means any service that may be ordered through a Site.
    26. Site Content has the meaning set out in clause 29.1.
    27. Sites has the meaning set out in clause 3.1.
    28. User Generated Content has the meaning set out in clause 26.1.
    29. Website and Trading T&Cs means clauses 3 to 37 of these terms and conditions.

Appendix 1 Friends for Life Loyalty Program Terms and Conditions

Last Updated: 16th November 2023

Disclosure Notice in accordance with section 47A of the Fair Trading Act 1987 (NSW)

These Loyalty Program T&Cs are important and you should read them fully. But there are some specific terms we wanted to make you aware of. These are set out below.

Our Program is voluntary (see clause 2 of the Loyalty Program T&Cs)

Signing up for our Program is voluntary and you can do this by creating an account on the Petbarn website, joining in-store at a Petbarn retail store or a Greencross Vets clinic, or joining over the phone via our customer call centre. If you do not wish to become a Member of our Program, and you wish to purchase goods or services via the Petbarn website, please check-out as a guest.

Sharing your Program data with the Greencross Group (see clause 3 of the Loyalty Program T&Cs) 

When you sign up to our Program, we will collect information about: (a) purchases you have made which count towards your Member account; and (b) your use of any Loyalty Dollars or Member Benefits. We will disclose this information to other members of the Greencross Group. For more information, see clause 6 of our Privacy Policy.

Redemption of Points (see clause 5 of the Loyalty Program T&Cs)
When you earn 6,000 Points you will receive an offer for a voucher for the value of $10. To redeem your voucher, you must activate the voucher online or by contacting our call centre. You must use the voucher within 4 weeks of the date of receipt. If you do not use the voucher within 4 weeks of the date of receipt, the voucher will lapse and all Points associated with that voucher will be forfeited and cancelled.

In addition, your Points will expire within 12 months from the date of award if not used by you.

Refusal to register, changes to, and termination of Membership (see clause 2.4, 7.1 and 9 of the Loyalty Program T&Cs).

We may at any time without notice, refuse your application to become a Member, withdraw or cancel Membership Facilities or Member Benefits, reverse, amend or substitute any Member Benefits, or terminate your Membership.

Greencross’ limitation of liability (see clause 10 of the Loyalty Program T&Cs)
To the extent permitted by law, we will not be liable to you in any way for any cause in connection with your Membership and our liability to you will be limited as set out in clause 10 of the Loyalty Program T&Cs.

Changes to, and termination of, the Program (clauses 9 and 11 of the Loyalty Program T&Cs)
We may change, suspend or terminate these Loyalty Program T&Cs or the Program at any time. However, we will take reasonable steps to give you notice of any changes, suspension or termination.

  1. Introduction
    1. Greencross Pty Ltd (Greencross) operates one of Australia’s largest integrated pet care businesses, operating speciality retail stores under the Petbarn brand and veterinary clinics and hospitals under the Greencross Vets brand.
    2. We value our customers and wish to reward them through our Friends for Life Loyalty Program (Program) when customers purchase goods or services from Petbarn retail stores, Greencross Vets clinics and the Petbarn online store.
    3. These Loyalty Program T&Cs are incorporated into the Website and Trading T&Cs. Terms not defined in these Loyalty Program T&Cs have the meanings set out in the Website and Trading T&Cs.
  2. Friends for Life Program
    1. By creating an Account on the Petbarn website, joining the Program, using the Membership Facilities or claiming a Member Benefit under the Program, you agree to be bound by these Loyalty Program T&Cs.
    2. To become a Member you must:
      1. be an individual, be over 18 years of age (or have your parent or guardian’s consent to join the Program) and have a current Australian residential address; and
      2. register for Membership by:
        1. creating an Account on the Petbarn website;
        2. providing verbal consent to participate in the Program in-store at a Petbarn retail store or a Greencross Vets clinic; or
        3. providing verbal consent to participate in the Program over the phone via our customer call centre.
    3. There are no fees or charges for becoming a Member of, and participating in, the Program.
    4. Greencross may refuse your application for Membership if:
      1. you are a business to business customer;
      2. you have previously misused your Account;
      3. you have previously breached our Website and Trading T&Cs (for example, been abusive to our staff or other customers); or
      4. we have sufficient evidence to suggest you may misuse your Account.
    5. Program Membership can only be held individually, and cannot be held jointly. Membership is personal to you and is non-transferable.
    6. It is your responsibility to ensure that you only sign up as a Member once. Membership cannot be held by you under multiple Member accounts.
    7. By creating an Account on our Petbarn website, joining the Program, using the Membership Facilities or claiming a Member Benefit under the Program, you will be deemed to have accepted, and be participating in the Program in accordance with, these Loyalty Program T&Cs.
  3. Privacy
    1. Greencross (or representatives or agents acting on our behalf) collects personal information from Members to administer the Program, to properly account for accrued Points and Member Benefits, and for direct marketing. If personal information is not provided, you may not receive all of the Member Benefits of the Program (and, in some cases, you may not be eligible to participate in the Program).
    2. By joining the Program as a Member, you consent to Greencross (and its agents and contractors) using and disclosing your personal information for the purposes of direct marketing of our goods and services. Direct marketing communications may be made by email, SMS, push notifications, social media, or by regular post.
    3. The collection, use, disclosure and handling of your personal information in connection with the Program is governed by our Privacy Policy, together with our Petbarn Account and Friends for Life Program Privacy Collection Notice and Cookie Policy.
    4. As further described in our Privacy Policy and Petbarn Account and Friends for Life Program Privacy Collection Notice, you may opt-out of direct marketing communications in relation to the Program at any time by contacting Greencross using the contact details below, or by unsubscribing using the unsubscribe link.
  4. Points system
    1. To earn Points, you must:
      1. purchase eligible goods or services from:
        1. participating Petbarn retail stores;
        2. participating Greencross Vets clinics; or
        3. the Petbarn online store. (each, an Eligible Purchase); and
      2. enter or provide your Membership details when completing an Eligible Purchase.
    2. The number of Points awarded to you per Eligible Purchase depends on the ‘tier’ status of your Membership. There are 3 tiers in the Program: ‘Silver’, ‘Gold’ and ‘Platinum’ (each, a Tier). New Members are allocated Silver Tier status on the date that they register with the Program. Members are eligible to move up, and required to move down, Tiers based on their Eligible Purchases. Points will be awarded to Members based on their Tier as set out in the table immediately below:
      Metric Silver Tier Gold Tier Platinum Tier
      Points earned per dollar spent on Eligible Purchases 10 12 14
      Annual spend per year on Eligible Purchases $1 to $549 $550 to $1,099 $1,100+
      Points expiry 365 days 365 days 365 days
    3. Based on the above table:
      1. a Silver Tier Member will earn 10 Points per dollar spent up to $549 in a year;
      2. a Gold Tier Member will earn 12 Points per dollar spent from $550 to $1,099 in a year; and
      3. a Platinum Tier Member will earn 14 Points per dollar spent from $1,100 and above in a year, on Eligible Purchases.
    4. Points expire 365 days after the date on which they are awarded. Points cannot be claimed by you retrospectively.
    5. Points are calculated on the purchase price of Eligible Purchases (inclusive of GST) rounded down to the nearest dollar.
    6. Points are personal to you and are not transferable. Points do not have any cash or monetary value.
    7. When a Member obtains a refund or reimbursement for an Eligible Purchase (for example, for returned goods or refunded services), the Points previously accrued for that Eligible Purchase will be reversed and/or cancelled. If those Points have been redeemed by a Member prior to the refund or reimbursement, the Member’s Points balance will go into a negative Points balance.
    8. If a Member requests a refund for an Eligible Purchase in which Loyalty Dollars have been used towards the value of the Eligible Purchase, any refunds will be given based on the original payment method. For example, if the Eligible Purchase is worth $50 and $10 worth of Loyalty Dollars were used towards that Eligible Purchase, the Member will receive a $40 refund depending on the method of purchase and a Loyalty Dollars voucher to the value of $10. In this scenario, the Loyalty Dollars voucher will not need to be activated by a Member in accordance with clause 5, and will be ready to use by the Member on the date of receipt. The Loyalty Dollars voucher expires 4 weeks from the date of receipt.
    9. To track your Points balance, you can check your Account on Petbarn.com.au, or request a staff member to confirm your Points balance in store or contact our call centre.
    10. It may take up to 24 – 48 hours for any Points earned to be shown in your Account.
    11. Greencross may adjust a Member’s Points balance in the event of an incorrect accrual (whether due to Greencross’ error or otherwise) or where there are other grounds which we consider reasonably justify an adjustment.
  5. Redemption of Points
    1. When you earn 6,000 Points you will receive an email from us enclosing an offer for a voucher to the value of $10.00 AUD (Loyalty Offer).
    2. You must activate the Loyalty Offer:
      1. using the link provided in the relevant email from us;
      2. online via your Account; or
      3. by contacting our call centre; in order for the voucher to be applied to your Membership and redeemed by you.
    3. If the Loyalty Offer is activated by you in accordance with clause 5.2, the Loyalty Offer will automatically be converted into loyalty dollars (Loyalty Dollars) that are redeemable for Participating Products or Services at:
      1. participating Petbarn retail stores;
      2. participating Greencross Vets clinics; or
      3. the Petbarn online store.
    4. Loyalty Dollars expire 4 weeks from the date upon which the email enclosing the Loyalty Offer is sent to you.
    5. If Loyalty Dollars expire in accordance with clause 6.5, then the Loyalty Dollars and all Points associated with the Loyalty Dollars will be automatically forfeited and cancelled.
    6. Loyalty Dollars must be redeemed in full in a single transaction on Participating Products or Services. Change or partial credit will not be offered if the full Loyalty Dollars value is not redeemed in a single transaction on Participating Products or Services.
    7. Loyalty Dollars may only be redeemed by the Member personally. Loyalty Dollars are not transferrable and are not redeemable for cash (or other value).
  6. Frequent Feeder Program
    1. Members are eligible to participate in our Frequent Feeder Program.
    2. To participate in our Frequent Feeder Program, you must purchase a participating dry or wet dog or cat food (Participating Food Product).
    3. Participating Food Product does not include any:
      1. Treats
      2. Royal Canin Veterinary Diet Range;
      3. Hill’s Science Prescription Diet Range, and (each, an Excluded Food Product).
    4. You can purchase a Participating Food Product:
      1. in-store at any Petbarn retail store, provided you tell a team member that you are a Member of Friends for Life before that team member checks out any Participating Food Product for you; or
      2. from the Petbarn online store, provided you have signed into your Friends For Life account before you check out any Participating Food Product, (each, a Frequent Feeder Purchase).
    5. Immediately following a Frequent Feeder Purchase, you will be eligible to receive a discount of up to 25% off the shelf price of your next purchase of a Participating Food Product which is made in-store at any Petbarn retail store (Frequent Feeder Discount) for 60 days following the date of the Frequent Feeder Purchase (Frequent Feeder Discount Period).
    6. The Frequent Feeder Discount can only be redeemed when you purchase a Participating Food Product in-store during the Frequent Feeder Discount Period if you tell a team member that you are a Member of Friends for Life before that team member checks out any Participating Food Product for you. The exact amount of the Frequent Feeder Discount provided to you at the time of redemption will be marked on shelf tickets or at the checkout in-store at Petbarn retail stores.
    7. The Frequent Feeder Discount cannot be redeemed on any Participating Food Product that is purchased from the Petbarn online store.
    8. When shopping online, a Participating Food Product will only count as a Frequent Feeder Purchase if you have signed into your Friends for Life account before you check out any Participating Food Product from the Petbarn online store.
    9. The Frequent Feeder Discount can be redeemed multiple times in the Frequent Feeder Discount Period when purchasing any Participating Food Product in-store from Petbarn retail stores. The Frequent Feeder Discount can only be redeemed on retail sales in-store and cannot be applied to sales in commercial quantities.
    10. If you do not purchase any Participating Food Product in-store during the relevant Frequent Feeder Discount Period, the Frequent Feeder Discount will expire at the end of that relevant Frequent Feeder Discount Period.
    11. An Excluded Food Product cannot be counted as a Frequent Feeder Purchase and the Frequent Feeder Discount cannot be redeemed on any Excluded Product.
    12. The Frequent Feeder Discount is not valid in conjunction with any other offer, and the best offer at time of the relevant transaction will apply.
    13. Participating products and discounts are subject to change and may vary at our discretion from time to time.
  7. Member Benefits
    1. All Members
      1. Greencross may make other Member Benefits available to Members from time-to-time (whether generally or specifically to particular Program Tiers or particular Members). The Member Benefits made available to Members from time-to-time will be specified on our websites or communicated by email, SMS, push notification, social media or regular post (depending on your communications preferences). Such Member Benefits may be withdrawn, amended or substituted from time to time where there are grounds which we consider reasonably justify a withdrawal, amendment or substitution or in accordance with these Loyalty Program T&Cs.
      2. Unless otherwise specified, Member Benefits are personal to you, are not transferable and are not redeemable for cash. Member Benefits cannot be used in conjunction with any other offer or at the same time as other Member Benefits in the Program.
      3. Members may also be given the opportunity to receive offers, special discounts and enter into competitions (Offers). Offers are subject to further terms and conditions, the details of which will be made available to you at the time of each Offer. Offers may be communicated by email, SMS, push notifications, social media, or regular post (depending on your communications preferences).
      4. Member pricing and products to which it will be applied may vary from time-to-time. Pricing offered online may not be the same as that offered in-store. To access any Member Benefit online, you must be signed into your Friends for Life account. To access any Member Benefit in-store, you must tell a team member that you are a Member of Friends for Life.
  8. Deregistering your Membership
    1. You may cancel your Membership at any time by notice to Greencross at the contact details below.
    2. If you cancel your Membership, any Points balance, Loyalty Dollars and any other Member Benefits not already redeemed by the Member will be automatically forfeited and cancelled.
  9. Rejection, Suspension and Cancellation
    1. If any of the events set out in clause 9.2 occur, Greencross reserves the right, at any time and without notice, to:
      1. decline to register Memberships, provide Membership Facilities or Member Benefits;
      2. reverse any Member Benefits, including any Points credited to an Account; or
      3. suspend or terminate a Membership.
    2. Grounds for doing any of the things referred to in clause 9.1 include:
      1. any abuse or attempted abuse of the Membership, the Program or anything associated with Greencross;
      2. an act or omission contrary to these Loyalty Program T&Cs;
      3. any Member Benefits which are accumulated fraudulently or credited or accumulated erroneously;
      4. any use or attempted use of an entitlement to Points, or any other Member Benefits in a manner contrary to these Loyalty Program T&Cs;
      5. any reasonable suspicions of unacceptable conduct in connection with Membership, including any reasonable suspicion of dishonesty, fraud or wrongful conduct, including:
        1. any abuse or threatening behaviour via our Sites or In-Store (including any threat to staff welfare and safety);
        2. shoplifting or other unlawful activities; and
        3. any breach of the Order and Purchase quantity limits set out in clause 10 in the Website and Trading T&Cs; or
      6. your bankruptcy or death.
    3. If we cancel your Membership in accordance with 9.1.3, such termination will result in the automatic cancellation for forfeiture of accrued Points, Loyalty Dollars and other Member Benefits.
    4. On cancellation of your Membership, we may continue to retain your Membership information for record-keeping purposes and, in de-identified form, for our general data analysis purposes and we may allocate, to another customer, any Membership identifier (including number) previously allocated to you.
    5. Greencross gives no warranty as to the continuing availability of the Program, and may terminate or suspend the Program at any time. In the event of suspension or termination of the Program, we will take reasonable steps to notify you. If the Program is terminated, all accrued Points, Loyalty Dollars, and other Member Benefits must be redeemed within 8 weeks of the date Greencross provides notice to you (which will provide you with an opportunity to use any accrued Points, Loyalty Dollars or other Member Benefits). All accrued Points, Loyalty Dollars and other Member Benefits which are not redeemed within 8 weeks of the date of notice will be automatically forfeited.
    6. Greencross will use reasonable endeavours to transmit notices relevant to the administration of the Program to each Member in accordance with their communications preferences. Any notice will be deemed to have been given if posted to the mailing address or emailed to email address last notified by the Member. Each Member is responsible for advising Greencross of any change to their contact details or communications preferences. Greencross will not be liable for an accidental failure to deliver (or the non-receipt of) a notice.
  10. Greencross’ Liability
    1. You acknowledge and agree that there may be:
      1. delay in issuing you with, or non-issue to you of, any Member Benefits;
      2. acts, errors, omissions by us in the course of providing the Program (including as referred to in these Loyalty Program T&Cs);
      3. the suspension and/or termination of the Program, including the ability for Members to earn and redeem Points, and to the maximum extent permitted by law, Greencross will not be liable to you in any way for any cause in connection with such matters, including for any unused Points balance in your Account at the time of termination (note that in accordance with clause 9.5, you are provided with 8 weeks from the date Greencross terminates the Program to redeem any accrued Points, Loyalty Dollars and other Member Benefits).
    2. You agree that any comments, suggestions or recommendations you may receive from us or others as part of Member Benefits may not be suitable, accurate or complete and you must not rely on them in a way which may give rise to any loss or damage. If you intend to rely on anything in connection with the Program, your reliance should be based solely on your own judgement including as to the extent which you should obtain or use any Member Benefits.
    3. Clauses 14.2 to 14.6 (inclusive) of the Website and Trading T&Cs apply to these Loyalty Program T&Cs, with the necessary changes as to detail.
    4. Any claimed discrepancy in relation to accrued Points must be notified in writing by you to Greencross, together with a legible copy of any relevant proof of purchase (e.g. a tax invoice). In the case of dispute, the decision of Greencross will be final and binding.
    5. Any dispute regarding eligibility to participate in the Program; accrual or redemption of Points, eligibility for any Member Benefit, or any other dispute which arises in connection with a Member's participation in the Program will be determined by Greencross, taking into account a range of relevant factors, including your compliance with these Loyalty Program T&Cs and the Website and Trading T&Cs (such as your compliance with clause 10 of the Website and Trading with respect to Order and Purchase quantity limits).
  11. Changes to these Loyalty Program T&Cs
    1. We may amend or update these Loyalty Program T&Cs including to comply with applicable laws, comply with a legitimate contractual obligation, revise the Program (including Member Benefits) based on legitimate business interests such as ensuring the Program does not run at a loss and provided such amendments will not have a materially adverse effect upon you). We will take reasonable steps to bring any material changes to your attention, such as by letting you know of material amendments by email or posting a notice on our Sites.
    2. As you are bound by these Loyalty Program T&Cs, you should review these Loyalty Program T&Cs from time to time. By continuing to participate in the Program after any amendments are made to these Loyalty Program T&Cs, you are deemed to agree to, and be bound by, such changes. If any change has a detrimental effect on you, you may cancel your Membership in accordance with clause 8.1.
  12. Contact details
    1. If you have any queries or complaints regarding the Program, you should speak to our friendly staff instore or contact us on the contact details below:
      Contact Petbarn Details
      Phone Petbarn: 1300 655 896
      You can call Petbarn:
      8am to 7pm, Monday to Friday AEST
      9am to 5pm Saturday and Sunday AEST
      LiveChat 8am to 9pm Monday to Sunday AEST
      Email Petbarn: info@petbarn.com.au
      Postal Address PO Box 6683, North Ryde, NSW 2113
  13. Definitions and interpretation
    1. In these Loyalty Program T&Cs, unless expressed to the contrary:
      1. Account means a user account on the Petbarn website.
      2. Eligible Purchase has the meaning set out in clause 4.1.
      3. Frequent Feeder Discount has the meaning set out in clause 6.5.
      4. Frequent Feeder Discount Period has the meaning set out in clause 6.5.
      5. Greencross means Greencross Pty Ltd.
      6. Loyalty Dollars has the meaning set out in clause 5.3.
      7. Loyalty Offer has the meaning set out in clause 5.1.
      8. Member means a person who has Membership.
      9. Member Benefits are benefits which we specify from time to time in connection with the Program including the benefits referred to in these Loyalty Program T&Cs, and includes any Existing Member Benefits (as the context permits).
      10. Membership means your registration with the Program.
      11. Membership Facility means any means by which you access the Program including any Member Benefits, including any mobile or device application or any website.
      12. Offers has the meaning set out in clause 7.1.3.
      13. Participating Food Product has the meaning set out in clause 6.2.
      14. Participating Products or Services means such goods or services as advertised from time to time on which Loyalty Dollars can be redeemed.
      15. Points means the points awarded to Members pursuant to, and redeemable in accordance with, these Loyalty Program T&Cs.
      16. Program means the Friends for Life Loyalty Program.
      17. Tier has the meaning set out in clause 4.2.
    2. In these Loyalty Program T&Cs, references to “we”, “our” and “us” are references to Greencross Pty Ltd and references to “you” and “your” are references to the individual who has registered as a Member, used any Membership Facilities or who has sought to earn or use any Points or Member Benefits.

Appendix 2 Petbarn Price Guarantee

Last Updated: 16th November 2023

  1. Summary
    1. This Petbarn Price Guarantee is subject to the Website and Trading T&Cs.
    2. We're here to help you care for your pet, but we know that price is important, too. That's why we'll consistently provide the highest quality customer service and best value every day. Plus, if you find a lower price on an identical product that's in stock at an Australian competitor, we’ll guarantee to match it instantly at the time of purchase. That's our Petbarn Price Guarantee!
  2. How it works
    1. Contact Us: Show the lower price to a team member at your local Petbarn store if you wish to purchase the Good In-Store or contact our Customer Service team via LiveChat at Petbarn.com.au, on 1300 655 896 or at info@petbarn.com.au before you attempt to purchase the Good via our Sites.
    2. Match and save instantly: Once approved by us, we’ll match the competitor’s price on the identical product before your transaction is completed - as long as our terms and conditions are met.
  3. Terms and conditions
    1. What is included in our Petbarn Price Guarantee?
      1. The everyday or promotional price of any identical product stocked by an Australian physical or online competitor (i.e. a “.com.au” domain).
      2. The competitor has the identical product in stock at the time you are purchasing the product from us.
      3. Only applies to single order prices advertised by competitors.
      4. The Petbarn Price Guarantee is only available at the time of purchase - past or future transactions will not be considered.
    2. What is excluded from our Petbarn Price Guarantee?
      1. Any subscription pricing, including repeat delivery or order services.
      2. Discounts offered to any staff or similar discounts.
      3. Cash-back, gift vouchers and bundled offers.
      4. Commercial quantities and pricing.
      5. Liquidations, clearance and end of range stock.
      6. Short-dated or damaged stock.
      7. Services such as insurance, grooming, dog-wash and adoptions.
      8. Products advertised on marketplace, auction or classifieds websites.
      9. Freight or shipping costs are not included; price match is based on product display price only.
      10. Prices that are below our cost price.
      11. Completed sales transactions.
      12. Future sales transactions.
      13. No further discounts can be applied in addition to the Petbarn Price Guarantee, such as Frequent Feeder.
    3. Petbarn reserves the right to not provide this Petbarn Price Guarantee or to limit the quantity of products available for price-matching under this Petbarn Price Guarantee, taking into account relevant factors such as:
      1. The quantity we have of the product.
      2. If you are in breach of the Website and Trading T&Cs, or have previously breached the Website and Trading T&Cs.
      3. If we have other evidence that, based on prior transactional history, you have abused an offer, promotion or guarantee made available by us.
    4. As set out in our Website and Trading T&Cs, nothing in this Petbarn Price Guarantee is intended to exclude, restrict or modify any condition, guarantee, warranty, right or remedy that you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded, restricted or modified by agreement.

Appendix 3 Petbarn Taste Guarantee

Last Updated: 16th November 2023

  1. Summary
    1. This Taste Guarantee is subject to the Website and Trading T&Cs.
    2. Taste it, love it or we’ll replace it... Guaranteed!
    3. At Petbarn, we believe your dog and cat will love their food so much that if they don’t ... we’ll help you find a replacement. That’s our taste guarantee.
  2. What you need to do
    1. Bring your remaining food back to one of our stores.
    2. Talk to one of our team members about your pet’s feeding experience.
    3. We’ll help find a replacement food for your pet. If you are unable to make it into a Petbarn store, please contact our Customer Service team via LiveChat at Petbarn.com.au, on 1300 655 896 or at info@petbarn.com.au
  3. Terms and conditions
    1. Taste Guarantee is offered on dog and cat food products within 45 days of the date of your Order or Purchase from Petbarn.
    2. You must be a member of Friends For Life loyalty program with a valid email address, or be able to supply proof of purchase.
    3. We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:
      1. higher value, all you need to pay is the difference in value;
      2. lesser value, we will provide you with a refund for the difference; and
      3. if no suitable product can be found, we will offer a full refund.
    4. Petbarn reserve the right to not provide this Taste Guarantee to you, if you are in breach of the Website and Trading T&Cs, or have previously breached the Website and Trading T&Cs or we have other evidence that, based on prior transactional history, you have abused an offer, promotion or guarantee made available by us.
    5. As set out in our Website and Trading T&Cs, nothing in this Taste Guarantee is intended to exclude, restrict or modify any condition, guarantee, warranty, right or remedy that you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded, restricted or modified by agreement.

Appendix 4 Litter Lovers Guarantee

Last Updated: 16th November 2023

  1. Summary
    1. This Litter Lovers Guarantee is subject to the Website and Trading T&Cs.
    2. Love their litter, or we’ll replace it… Guaranteed!
    3. At Petbarn, we believe that every kitty deserves to love their loo. If you and your cat aren’t loving their litter… we’ll help you find a replacement.
  2. What you need to do
    1. Bring your remaining litter back to one of our stores.
    2. Talk to one of our team member’s about your cat’s litter experience.
    3. We’ll help find a replacement litter for your kitty. If you are unable to make it into a Petbarn store, please contact our Customer Service team via LiveChat at Petbarn.com.au, on 1300 655 896 or at info@petbarn.com.au.
  3. Terms and conditions
    1. Litter Lovers Guarantee is offered on cat litter products excluding litter accessories and trays, within 45 days of the date of your Order or Purchase from Petbarn.
    2. You must be a member of Friends For Life loyalty program with a valid email address, or be able to supply proof of purchase.
    3. We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:
      1. higher value, all you need to pay is the difference in value;
      2. lesser value, we will provide you with a refund for the difference; and
      3. if no suitable product can be found, we will offer a full refund.
    4. Petbarn reserve the right not to provide this Litter Lovers Guarantee if you are in breach of the Website and Trading T&Cs, or have previously breached the Website and Trading T&Cs or we have other evidence that, based on prior transactional history, you have abused an offer, promotion or guarantee made available by us.
    5. As set out in our Website and Trading T&Cs, nothing in this Litter Lovers Guarantee is intended to exclude, restrict or modify any condition, guarantee, warranty, right or remedy that you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded, restricted or modified by agreement.

Appendix 5 Delivery Information

Last Updated: 16th November 2023

  1. Summary
    1. Our Delivery Information page is subject to the Website and Trading T&Cs.
    2. Please ensure your delivery location is selected before selecting a delivery method for your Goods.
    3. In accordance with clause 11.7 of the Website and Trading T&Cs, certain Goods may only be available to be purchased using certain delivery methods and in certain delivery locations and this will be notified to you through our Sites at the time of placing your Order.
    4. Please visit our Delivery Information Page for additional terms and condition which apply (which can be accessed here).

Appendix 6 Repair, Replacement and Refund Policy 

Last Updated: 16th November 2023

  1. Summary
    1. This Repair, Replacement and Refund Policy is subject to the Website and Trading T&Cs.
    2. Petbarn exists to enrich the lives of pet owners and their pets. We strive to ensure a good range of products and will repair or replace defective products, or offer a refund.
    3. This policy offers additional benefits in addition to your legal rights, including under the Australian Consumer Law.
    4. Defined terms in this Policy have the same meaning as in the Website and Trading T&Cs.
  2. What is the Petbarn refund policy?
    1. Return products within 30 days for a refund of the original purchase price, provided the product and packaging is in original condition.
    2. Personalized items, e.g., engraved tags, are not eligible for return if you change your mind.
    3. Online returns and delivery charges have additional information below.
  3. What is Petbarn’s delivery refund policy?
    1. If a product ordered online is defective or damaged in transit, return within 30 days for a refund of the Delivery Fee, provided the product is defective or damaged.
    2. Delivery Fees are not refunded for unwanted items.
  4. What if I have received faulty or defective products?
    1. If you:
      1. made a Purchase In-Store and received a faulty or defective product from us; or
      2. placed an Order through our Sites and a product you received is faulty or defective or damaged in transit on delivery to you,
      return it to us within 30 days of the date of your In-Store Purchase or the date you place your Order for online purchases and we will inspect the product and if we agree that the product is faulty, defective or damaged in transit (as applicable) and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product.
    2. If we are unable to provide you with an identical product, we will, with your agreement, refund the Online Purchase Price or In-Store Purchase Price, as applicable (and Delivery Fee in accordance with clause 3 of this Appendix, as applicable).
    3. If however, you return the product more than 30 days after the date of Purchase or placing the Order or you do not agree to the replacement or refund referred to in clause 4.2 of this Appendix, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by our store staff (or for Orders made through our Sites the customer service team). For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
    4. Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. 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.
    5. 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 timeframe. 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.
    6. As part of any assessment, we look at the following:
      1. If there is a minor fault: Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Petbarn and/or the manufacturer can instead decide to replace the product or refund the purchase price.
      2. If there is a major fault: If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, or repair.
      3. If the product has been damaged through abnormal use: Unfortunately, neither Petbarn nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Petbarn, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
  5. What if my pet doesn’t like the food?
    1. See our Taste Guarantee (which can be accessed here, subject to the Website and Trading T&Cs.
  6. How do I return a product?
    1. There are two ways you can return a product:
      1. Take the product to your nearest Petbarn Store. Online returns can be taken into your local Petbarn, the store will then contact the customer service team to complete your refund. This may take up to 7 business days.
      2. Please email online@petbarn.com.au with your name, contact details, and invoice number & details to arrange the return of the product by courier. If you require further assistance, please contact us by phone on 1300 655 896.
    2. Any cost incurred by you in returning the product to Petbarn will be borne by you.
  7. Do I need to show receipts to return or refund a product?
    1. For us to process a return or refund, we will require proof of purchase.
      1. If you are a Member of the Friends for Life Loyalty Program, and the transaction for the product you are returning is listed in your Account, that will be sufficient proof of purchase.
      2. If (a) above does not apply, then if you are returning the product to your nearest Petbarn Store, you will need to provide the staff with:
        1. the tax invoice you received for an In-Store Purchase or available in your Account for an Order placed online; or
        2. a printed copy of the order confirmation email that you received when placing your Order online.
        Online returns can be taken into your local Petbarn store. The store will then contact the customer service team to complete your refund. This may take up to 7 business days.
      3. If you are returning a product via courier, send an email to online@petbarn.com.au for processing and include:
        1. your name, contact details, invoice number and description of the product being returned; and
        2. proof of purchase (such as your order confirmation) in the courier package.
  8. What are my rights under the Australian Consumer law?
    1. As set out in our Website and Trading T&Cs, nothing in this Repair, Replacement and Refund Policy is intended to exclude, restrict or modify any condition, guarantee, warranty, right or remedy that you may have under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded, restricted or modified by agreement.
    2. 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 and for compensation for any other reasonably foreseeable loss or damage. 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.
    3. Where a failure does not amount to a major failure, Petbarn 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 Petbarn will be borne by you.
    4. 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. Petbarn 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 timeframes set out in this policy are considered fair and reasonable given the types of products sold.