Terms of service
🐾 Pawbella Terms of Service
Last updated: July 2026
Welcome to Pawbella.
This website is operated by Pawbella at pawbella.com.au. When we say “Pawbella”, “we”, “us”, or “our”, we mean Pawbella and the team operating this store.
By visiting our website, placing an order, creating an account, contacting us, submitting a review, or using any part of our website, you agree to these Terms of Service and our linked policies, including our Returns & Refunds Policy, Shipping Policy, and Privacy Policy.
These Terms apply to Pawbella orders shipped within Australia and New Zealand.
Nothing in these Terms excludes, restricts, or modifies any rights you have under Australian Consumer Law, the New Zealand Consumer Guarantees Act, the New Zealand Fair Trading Act, or any other consumer protection law that cannot be excluded by agreement. If any part of these Terms conflicts with those rights, your consumer law rights will apply.
Please read these Terms before using our website or placing an order.
🛍️ 1. Shopping With Pawbella
By shopping with Pawbella, you confirm that you are at least 18 years old, or that you are using our website with permission from a parent or guardian.
You agree to use our website and products lawfully, safely, and responsibly.
You must not use our website or products to:
- Break any law or regulation
- Infringe another person’s rights
- Upload viruses, malicious code, spam, or harmful material
- Attempt to interfere with our website, checkout, payment systems, or security
- Scrape, copy, reproduce, or commercially exploit our website without written permission
- Place fraudulent, misleading, abusive, or unauthorised orders
- Misuse discount codes, promotions, returns, or customer support processes
If you misuse our website or breach these Terms, we may suspend or refuse access to our website or services where it is reasonable for us to do so.
🐶 2. Product Suitability & Pet Safety
Pawbella products are designed to support pets and their people, but every pet is different.
Before purchasing or using a product, please check the product description, measurements, weight recommendations, safety notes, and intended use.
You are responsible for choosing products that are suitable for your pet’s size, weight, age, health, temperament, and needs.
Please always use Pawbella products as intended and follow any instructions, warnings, assembly guides, or care information provided.
Unless we clearly state otherwise, Pawbella products and website content are not veterinary, medical, behavioural, or professional pet-care advice. If you are unsure whether a product is suitable for your pet, please seek advice from a qualified professional.
Nothing in this section limits your rights if a product is faulty, unsafe, not as described, or otherwise fails to meet a consumer guarantee.
🧾 3. Orders & Acceptance
When you place an order, you are making an offer to buy the selected products at the checkout price.
We may accept your order by sending an order confirmation, dispatching your order, or otherwise confirming that your order has been accepted.
We may refuse, cancel, or limit an order where it is reasonable for us to do so, including where:
- A product is unavailable
- There is a genuine pricing, stock, or product description error
- Payment is not authorised or is reversed
- We suspect fraud, misuse, or unauthorised account activity
- The delivery address is incomplete, incorrect, or not serviceable
- The order appears to be placed for unauthorised resale, bulk purchasing, or commercial misuse
- You have breached these Terms or our policies
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order, except where we are legally entitled to deduct any applicable amount.
💰 4. Pricing, Payments & Promotions
Prices are shown at checkout before you place your order.
Unless stated otherwise, prices are displayed in Australian dollars.
Prices, products, promotions, discounts, shipping fees, and availability may change without notice. Changes will not affect an order that has already been accepted, except where there has been an obvious error or where required by law.
Discount codes and promotions may be subject to extra conditions, expiry dates, exclusions, minimum spends, or limits per customer. We may refuse or cancel use of a discount code where it has been used incorrectly, fraudulently, or outside its stated conditions.
For New Zealand orders, customs charges, import duties, taxes, or border fees may apply unless the checkout clearly states that these are included. These charges are the customer’s responsibility unless required otherwise by law.
Payment information is processed through secure third-party payment providers. We do not store full credit card details on our own systems.
📦 5. Products, Images & Availability
Some products may only be available online and may be available in limited quantities.
We do our best to display product images, colours, measurements, descriptions, inclusions, and availability accurately. However, colours may appear differently depending on your device, screen settings, lighting, or photography.
Product packaging, colours, accessories, features, or minor design details may vary slightly from images where this does not materially affect the product’s function or description.
We may update, change, discontinue, or remove products from our website at any time.
Nothing in this section limits your rights if a product is faulty, unsafe, not of acceptable quality, not fit for purpose, or not as described under applicable consumer law.
🚚 6. Shipping & Delivery
Shipping information, delivery areas, shipping rates, estimated delivery times, and dispatch details are set out in our Shipping Policy.
Delivery timeframes are estimates only. We will do our best to dispatch your order promptly, but delivery may be affected by courier delays, weather events, public holidays, customs processing, address issues, stock availability, or events outside our reasonable control.
Please make sure your shipping address, email address, and phone number are correct before placing your order.
If an order is delayed, returned, redirected, or lost because the customer provided incorrect or incomplete delivery information, we may need to charge additional shipping, redelivery, or courier fees where reasonable.
Risk in the goods passes to you when the goods are delivered to your nominated delivery address, except where the law says otherwise.
If a parcel arrives visibly damaged, please take photos before opening it and contact us as soon as possible at admin@pawbella.com.au.
🔁 7. Returns, Refunds & Change-of-Mind Returns
Returns, refunds, exchanges, cancellations, damaged items, faulty items, and incorrect items are handled under our Returns & Refunds Policy.
For change-of-mind returns, Pawbella offers eligible customers a voluntary 30-day return period from the date of delivery.
To be eligible for a change-of-mind return, the item must meet the conditions in our Returns & Refunds Policy. This generally means the item must be unused, clean, free from pet hair, odours, scratches, chew marks, stains, damage, and signs of use, and returned with its original box, parts, manuals, accessories, inserts, and packaging.
Return postage is the customer’s responsibility for change-of-mind returns unless Pawbella agrees otherwise or the law requires otherwise.
Opened or assembled items may be subject to a 20% restocking and repacking deduction for change-of-mind returns, as set out in our Returns & Refunds Policy.
Used pet products are not eligible for change-of-mind returns for pet health and hygiene reasons.
These change-of-mind conditions do not limit your rights if a product is faulty, damaged, incorrect, unsafe, not as described, or otherwise fails to meet a consumer guarantee.
🛑 8. Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
admin@pawbella.com.au
If your order has not yet been picked up by the courier or dispatched, we can usually cancel it and issue a full refund.
If your order has already been packed, picked up by the courier, or shipped, we may not be able to cancel it before delivery.
Where possible, we may be able to request a courier redirect back to us. If this is successful, we can issue a refund once the parcel is returned to us, minus any non-refundable shipping, courier, or redirection costs for change-of-mind cancellations.
This cancellation section does not limit your rights where the law gives you a right to cancel or receive a remedy.
⚖️ 9. Australian & New Zealand Consumer Rights
For Australian customers, Pawbella products come with guarantees under Australian Consumer Law that cannot be excluded.
If a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.
If a product fails to be of acceptable quality and the failure is not major, you may be entitled to have the product repaired or replaced within a reasonable time, or to another remedy required by law.
For New Zealand customers, Pawbella products are supplied subject to the New Zealand Consumer Guarantees Act and Fair Trading Act where applicable.
If a product does not meet a consumer guarantee, you may be entitled to a remedy under New Zealand law.
Nothing in these Terms, our Returns & Refunds Policy, our Shipping Policy, our warranty information, or any website wording excludes, restricts, or modifies consumer rights that cannot be excluded, restricted, or modified by law.
🛡️ 10. Product Warranties
Where a Pawbella product page, FAQ, or policy refers to a product warranty, that warranty is provided in addition to your consumer law rights.
Warranty coverage may vary depending on the product and the issue.
Unless stated otherwise, Pawbella product warranties do not cover:
- Normal wear and tear
- Misuse, neglect, or improper assembly
- Chewing, scratching, or damage caused by pets
- Accidental damage
- Damage caused by using the product outside its intended purpose
- Damage caused by unauthorised repairs, alterations, or modifications
This warranty section does not limit your rights under Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection law.
🔍 11. Interactive Return Options Checker
Our Return Options Checker is provided as a guide to help customers understand the next step for a return request.
The checker applies to voluntary change-of-mind returns only.
Final return eligibility and refund amount are confirmed once the returned item is received, inspected, and approved by Pawbella.
The checker does not limit or replace your rights under Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection law.
Faulty, damaged, incorrect, unsafe, or not-as-described items are handled separately.
🧰 12. Third-Party Tools, Apps & Services
Our website may use or provide access to third-party tools, apps, payment providers, courier services, review platforms, analytics tools, or other services.
These third-party services may have their own terms, policies, fees, and privacy practices.
We do not control third-party services and are not responsible for their content, operation, availability, errors, or acts, except where the law says otherwise.
Your use of third-party tools or links is at your own discretion and may be subject to the third party’s own terms.
🔗 13. Third-Party Links
Our website may contain links to third-party websites or resources.
These links are provided for convenience only. We do not endorse, control, or guarantee third-party websites, products, services, content, or policies.
Please review third-party terms and policies before using their websites or services.
💬 14. Reviews, Comments, Photos & Feedback
We love hearing from our customers.
If you submit reviews, comments, photos, videos, ideas, feedback, suggestions, or other content to Pawbella, you confirm that:
- The content is accurate and genuinely reflects your experience
- You own the content or have permission to share it
- The content does not infringe anyone else’s rights
- The content is not unlawful, misleading, abusive, defamatory, offensive, spam, or harmful
- Any people shown in photos or videos have given permission for the content to be shared
By submitting content to Pawbella, you give us permission to use, reproduce, publish, edit for formatting, display, and share that content for website, marketing, customer service, product improvement, and social media purposes.
We are not required to keep feedback confidential or pay compensation for using it.
We may remove or refuse to publish content that appears unlawful, misleading, abusive, spam, irrelevant, false, or in breach of these Terms. We will not remove a genuine review simply because it is negative.
🔐 15. Privacy & Personal Information
Your personal information is handled in accordance with our Privacy Policy.
By using our website or placing an order, you agree that we may collect, use, store, and disclose your personal information as described in our Privacy Policy and as reasonably necessary to process your order, provide customer support, prevent fraud, improve our website, and meet legal obligations.
Please make sure the personal information you provide is accurate and up to date.
🧠 16. Intellectual Property
All website content, including text, images, graphics, logos, icons, product names, product descriptions, design elements, videos, layouts, and other materials, belongs to Pawbella or our licensors unless stated otherwise.
You must not copy, reproduce, modify, publish, distribute, sell, scrape, or commercially use our website content without our written permission.
You may use our website for personal shopping and ordinary browsing only.
🛑 17. Errors, Inaccuracies & Omissions
Sometimes errors may occur on our website, including errors in product descriptions, pricing, promotions, shipping information, availability, images, or checkout details.
Where permitted by law, we may correct errors, update information, cancel affected orders, or refund affected payments.
We are not required to honour information that is obviously incorrect, outdated, or published by mistake, except where the law requires otherwise.
If your order is affected by an error, we will contact you using the details provided at checkout.
🚫 18. Prohibited Uses
You must not use our website, checkout, products, customer support, reviews, or services for any unlawful, abusive, fraudulent, or harmful purpose.
You must not:
- Break any law or regulation
- Harass, abuse, threaten, defame, or discriminate against others
- Upload or transmit viruses, malware, spam, or harmful code
- Attempt to access accounts, data, systems, or areas you are not authorised to access
- Interfere with website security, performance, or functionality
- Submit false, misleading, or fraudulent information
- Infringe intellectual property, privacy, or other rights
- Use our website for unauthorised resale, scraping, automated purchasing, or commercial exploitation
- Misuse discounts, refunds, returns, warranty claims, chargebacks, or promotions
We may suspend or restrict access to our website or services where we reasonably believe these Terms have been breached.
⚠️ 19. Website Availability & Service Limitations
We work hard to keep our website accurate, secure, and available.
However, we do not guarantee that our website will always be uninterrupted, error-free, secure, or available at all times.
We may update, suspend, repair, change, or remove parts of the website without notice where reasonably necessary.
To the maximum extent permitted by law, Pawbella is not responsible for losses caused by website downtime, third-party outages, technical errors, or events outside our reasonable control.
Nothing in this section limits your rights under applicable consumer protection law.
🧱 20. Limitation of Liability
To the maximum extent permitted by law, Pawbella is not liable for indirect, incidental, special, or consequential loss arising from your use of our website, third-party tools, third-party links, or products, including loss of income, business, profit, opportunity, data, or goodwill.
Where the law allows us to limit our liability, our liability will be limited to the remedy required by law, such as repair, replacement, refund, resupply, or payment of the cost of resupply.
Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law, including your rights under Australian Consumer Law or the New Zealand Consumer Guarantees Act.
🛡️ 21. Your Responsibility
To the extent permitted by law, you agree to be responsible for reasonable losses, costs, claims, or expenses that arise directly from:
- Your breach of these Terms
- Your unlawful use of our website
- Your misuse of our products
- Your infringement of another person’s rights
- Information or content you submit that is unlawful, misleading, or infringing
This section does not make you responsible for losses caused by Pawbella’s own breach of law, negligence, or failure to meet a consumer guarantee.
✂️ 22. Severability
If any part of these Terms is found to be unlawful, void, or unenforceable, that part will be removed or adjusted to the minimum extent necessary.
The remaining parts of these Terms will continue to apply.
🚪 23. Ending These Terms
You may stop using our website at any time.
We may suspend or terminate your access to our website or services if you breach these Terms, misuse our website, engage in fraudulent activity, or behave abusively toward our team.
Any rights, obligations, payments, refunds, liabilities, or legal protections that should reasonably continue after termination will continue to apply.
📄 24. Entire Agreement
These Terms, together with our linked policies and any product-specific terms displayed on our website, form the agreement between you and Pawbella for your use of our website and purchases from our store.
If we do not enforce a part of these Terms immediately, that does not mean we waive our right to enforce it later.
⚖️ 25. Governing Law
These Terms are governed by the laws of Victoria, Australia, except where mandatory consumer laws in your location apply.
For New Zealand customers, nothing in this section limits rights that apply under New Zealand consumer protection law.
Where possible, we ask that you contact us first so we can try to resolve any issue quickly and fairly.
🔄 26. Updates To These Terms
We may update these Terms from time to time as our business, website, products, or legal obligations change.
The latest version will always be available on this page.
By continuing to use our website or placing an order after these Terms are updated, you agree to the latest version.
📬 27. Contact Us
Questions, concerns, feedback, returns, refunds, warranty questions, or damaged delivery issues?
Email us at:
admin@pawbella.com.au
Thanks for shopping with Pawbella. We’re proud to be a small Aussie business helping pets and their people enjoy life together. 🐾