Sales Policy

1. ORDERS

1.1 Order ‐ Retail

a. Orders can be placed either via our website shopping cart facility or by phone, email or fax.

b. Please note that when ordering by phone, email or fax pre‐payment must be made, before goods can be dispatched.

1.2 Order – Trade

a. Orders can be placed either via our website shopping cart facility or by phone, email or fax.

b. Please note that if you do not have an approved trade account set up with Petway Petcare Pty Ltd, prepayment must be made before goods can be dispatched.

c. If you do not have a trade account with Petway Petcare Pty Ltd and wish to set one up, please contact us and we will organize for a Credit Application Form to be sent out to you. We will advise you if Trade Account has been approved, once Credit Application Form has been filled in and returned to us.

d. Please also note that unless you have a trade account set up, you will not be able to use the shopping cart facility to place orders, as pre‐payment is required before goods can be dispatched and our shopping cart facility for Trade customers only accepts orders. It does not accept payment for Trade customers, due to the structure of trade accounts and freight calculations.

2. PAYMENT

2.1 Shopping Cart

a. Retail:
(i) Petway Petcare’s Pty Ltd Shopping Cart accepts payment made by VISA or Master Card via our NAB Transact Direct Post, secure credit and charge card transaction system.
(ii) Once payment is made, you will be able to print a copy of your receipt. Copy of closed Invoice will also be included with goods.

b. Trade:
(i) Petway Petcare Pty Ltd Shopping Cart facility only allows for Trade customers to place orders. It does not accept payment for Trade customers, due to the structure of trade accounts and freight calculations.

2.2 Direct Debit (Online or at Branch)

Bank: National Australia Bank
Account Name: Petway Petcare Pty Ltd
Account # 161‐404‐591
BSB # 084‐572

2.3 Credit Card

a. Either phone, fax or email you credit card number and expiry date.

b. Once processed, we will post receipt out to you.

c. Please note, once payment is processed, credit card details will be destroyed. We do not retain Credit Card details on your file, unless otherwise instructed to do so by you. If you wish for us to retain details, they are stored securely and we will not accept any liability for fraudulent activity.

2.4 Cheque

a. Post your cheque made out to Petway Petcare Pty Ltd to 6/9 Technology Drive, Arundel Qld 4214

b. Retail Orders ‐ Please allow 3 – 5 working days for your cheque to clear before goods can be dispatched.

3. SECURITY

a. Credit card security is a high priority to us. We can guarantee 100% security through using NAB Transact Direct Post as our payment gateway to process transaction for our website. To protect your credit card details when purchasing online through Petway Petcare Pty Ltd shopping cart facility, we use Secure Sockets Layer (SSL) technology, which is the industry standard and among the best software available today for secure commerce transactions. SSL encrypts all information, when your browser and local network supports the use of encrypted data transmissions. Your credit card details are then securely sent directly to NAB Transact Direct Post which in turn securely processes the transaction. Your credit card details are not recorded or stored on our server.

b. Any personal information we collect from you, when using our website is kept secured and is not sold or swapped with a third party company or individual without your consent other than third party couriers delivering goods ordered, which you are deemed to have agreed to and accepted when placing order or if we are requested to do so by a law enforcement agency in relation to a suspected breach of any law.

4. PRICING

a. All prices displayed on our website are in Australian Dollars (AUD) and include GST (Goods and Services Tax) as of 1st July 2000.

b. Product pricing is subject to change at the discretion of Petway Petcare Pty Ltd, without notification.

5. RETURNS/REFUNDS/CANCELLATIONS

a. We warrant that the goods:
(i) Are of merchantable quality;
(ii) Are fit for the purpose for which goods of that type are ordinarily used; and
(iii) Match the description of them on the Site (other than minor differences),
for 7 days after receiving the goods.

b. Petway Petcare Pty Ltd will only refund if goods ordered and paid for have become obsolete or if we are unable to replace returned goods at such time.

c. Orders cannot be cancelled for a refund if order has been dispatched or payment has been made. If order has not been dispatched and is wished to be cancelled, we will offer you a Credit. Please see credits for further information.

d. Petway Petcare Pty Ltd accepts returns if goods are Damaged/Faulty when received or if Incorrect Goods were ordered or if Incorrect Goods were received. Please read below for further details.

5.1 Damaged / Faulty Goods

a. You may not return goods because you change your mind.

b. If you wish to return an item because:
(i) It is faulty;
(ii) was damaged in transit where we are responsible for delivery; or
(iii) does not match the description of the item on the site (other than minor differences),
You must notify us by contacting our customer service team by either phone (07) 5571 7022 or email info@petwaypetcare.com.auwithin 7 days of receiving the goods and provide full details of the sale and the reason for return. We will then organize for damaged/faulty goods to be returned at our expense.

c. Within the first 7 working days of us receiving a returned item, the item will be inspected and tested to determine its condition and, if the item is found to be in good working order (and your claim as to the faulty nature of the item is reasonably determined by us to be invalid), the item will be re‐returned to you and you will be charged all freight charges incurred by us in relation to the return and re‐return of the goods.
(i) In the case of Retail Returns, such item/s will be returned only once we have received payment for the return and re‐return freight.
(ii) In the case of Trade Returns, such item/s will be returned with an amended invoice with the additional return and re‐return freight charges. However, if invoice has been closed another invoice will be drawn for return and re‐return freight charges, payable upon relevant account payment terms.
d. If, when we receive a returned item, we determine that the item is faulty or damaged or incorrectly described, we will, within 7 days, replace your goods at our or if we are unable to replace your goods refund the amount paid. In this instance return and re‐return freight charges will be at our expense.
5.2 Incorrect Goods Ordered
a. If you have incorrectly ordered goods you can return the goods within 7 days of receiving the goods, in a new/unopened condition. We will then issue you a credit. We will organise return freight with our preferred courier, however, you are responsible for covering the cost for the return transportation of the goods back to us. Such cost will be deducted from your credit amount
(i) Retail Credits are valid for six (6) months of returned goods being accepted and will only be applied when instructed to do so.
(ii) If goods are accepted Trade Credits will sit against account until next order, at such time they will be applied.

5.3 Incorrect Goods Received

a. If you have been sent the wrong goods you must notify us by contacting our customer service team by either phone (07) 5571 7022 or email info@petwaypetcare.com.au within 7 days of receiving the goods. If Petway Petcare Pty Ltd determines that an error has been made, then we will have the goods transported back to us and the goods ordered sent out to you again at no cost to you.

5.4 Returning Goods

a. When returning goods we ask that you please follow the following steps:
(i) Repack ensuring goods are standing upright in box and are secured
(ii) Seal box and indicate on box which way is the top
(iii) Address to Petway Petcare
6/9 Technology Drive, Arundel Qld 4214
07 5571 7022
(iv) When organizing return, we will provide you with a Return Number, please clearly write Return Number issued on box

6. CREDITS

6.1 Retail Credits

a. Petway Petcare Pty Ltd will only refund if goods ordered and paid for have become obsolete or if we are unable to replace returned goods at such time.

b. Retails Credits are valid for 6 months. Credits cannot be used when ordering via our website. To utilize a credit, please either call, email or fax us your order so that we can apply credit.

6.2 Trade Credits

a. Petway Petcare Pty Ltd will only refund if goods ordered and paid for have become obsolete or if we are unable to replace returned goods at such time.

b. Trade Credits will sit against account until next order is placed. When a new order is received, credit will be applied.

7. SHIPPING

7.1 Couriers

Fastway Couriers ‐ Local Deliveries between Ballina to Sunshine Coast
Star Track Express ‐ All Other Destinations within Australia

7.2 Standard Delivery Time Frames

delivery_times

a. Index

Numeric Number = Number of Days to Deliver
S = Same Day Delivery
N = Next Day Delivery
TRANSIT TIMES: Days shown are Monday to Friday excluding day of pick‐up.

b. Retail ‐ A standard flat rate of $7.50 freight applies to retail order deliveries anywhere in Australia.

c. Trade – Freight is calculated on the total weight of goods and number of boxes.

d. Box Sizes include: 1 x 5 litre box
2 x 5 litre box
3 x 5 litre box
4 x 5 litre box