Terms of service

These terms apply to your use of norrpetco.com and to any order you place with Norr Pet Co., ABN 89 797 735 907 (“we”, “us”, “our”). By using the site or placing an order, you agree to them.

Last updated: 28 July 2026

1. Nothing here reduces your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms operates to exclude, restrict or modify any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

Where any part of these terms conflicts with those rights, your rights prevail and the conflicting part does not apply.

2. Eligibility and accounts

You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.

If you create an account, you are responsible for keeping your login details secure and for activity that occurs under your account. Tell us promptly if you believe your account has been accessed without your authorisation. We may suspend or close an account that we reasonably believe is being used fraudulently or in breach of these terms.

3. Products, descriptions and images

We take care to describe our products accurately, including dimensions, materials and colours. Screen colours vary between devices, and natural materials vary between batches, so minor variation from images is normal and is not a fault.

Product dimensions are provided to help you choose the right size, particularly for beds and furniture. Please measure before ordering. A correctly supplied item that does not suit your pet is a change of mind matter, handled under our Refund Policy rather than as a fault.

Availability is not guaranteed. Occasionally an item sells out between your order being placed and being packed. If that happens, we will contact you to arrange a substitute, a backorder or a full refund.

4. Pricing

All prices are in Australian dollars (AUD) and include GST. Norr Pet Co. is registered for GST. Shipping is free on every order, so the price shown is the total you pay.

Where a product is displayed with a “compare at” or was price, that figure represents the recommended retail price supplied to us by the manufacturer or supplier. It is not necessarily a price the product has previously been sold at by us.

We try to keep pricing accurate, but errors occur. If we discover a material pricing error after you order, we will contact you before dispatch with the option to proceed at the correct price or cancel for a full refund. We will not simply charge you the higher amount.

5. Orders and when a contract is formed

Your order is an offer to buy. Our order confirmation email acknowledges receipt but does not by itself accept your offer. A contract is formed when we dispatch the goods, or when we tell you they are ready for collection.

We may decline an order where the item is unavailable, where there has been a pricing or description error, where we cannot deliver to your address, where we suspect fraud, or where the order appears to be for commercial resale. If we decline after payment, we refund in full.

6. Payment

Payment is required in full at checkout. We accept the methods shown at checkout. Payments are handled by third party providers, and we do not store your full card details. Your use of a payment method may also be subject to that provider's terms.

7. Delivery, risk and title

Delivery timeframes, costs and coverage are set out in our Shipping Policy, which forms part of these terms.

Risk in the goods passes to you on delivery to the address you supplied. Title passes when we receive payment in full. Where you authorise an unattended delivery or direct a carrier to leave a parcel, you accept the risk of loss or damage that follows from that instruction.

8. Returns and refunds

Returns, refunds and your rights when something is wrong are set out in our Refund Policy, which forms part of these terms and which sits alongside, not instead of, your Australian Consumer Law rights.

9. Advice on our site is general only

Our blog, product pages, guides and customer service may include general information about pet care, sizing, feeding and comfort. This is general information only. It is not veterinary advice and must not be relied on as a substitute for consulting a qualified veterinarian.

If your pet is unwell, injured, in pain, or showing sudden changes in behaviour, appetite or mobility, seek veterinary attention. You are responsible for supervising your pet's use of any product and for judging whether a product suits your individual animal.

10. Product use and supervision

Our products are intended for domestic pet use. Please follow any instructions, weight limits and size guidance supplied with a product. Toys, chews, collars, leads and enrichment items should be checked regularly for wear and replaced when damaged, and pets should be supervised when using them.

11. Your content

If you submit a review, photo, comment or other content, you grant us a non-exclusive, royalty free, worldwide licence to use, reproduce and display it in connection with our business, including in marketing. You confirm the content is yours to give and does not infringe anyone else's rights.

We may remove content that is unlawful, misleading, defamatory, offensive, or that impersonates another person. We do not remove reviews merely because they are negative.

12. Acceptable use

You must not use the site to break the law, interfere with its operation or security, scrape or harvest data, resell our content, misrepresent your identity, or introduce malicious code.

13. Intellectual property

All content on this site, including text, images, logos, product photography and page design, is owned by us or licensed to us and is protected by copyright and trade mark law. You may view and print it for your own personal, non-commercial use. Any other use requires our written permission.

14. Third party links

Our site may link to third party websites, including sources cited in our articles. We provide those links for information and do not control or endorse the content of those sites.

15. Liability

This section applies subject to section 1, and does not limit rights you have under the Australian Consumer Law.

Where we are liable for a failure to comply with a consumer guarantee in relation to goods that are not of a kind ordinarily acquired for personal, domestic or household use, our liability is limited, at our option, to replacing the goods, supplying equivalent goods, repairing the goods, or paying the cost of doing so.

To the extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, or loss arising from your failure to follow product instructions or from use of a product other than as intended.

16. Force majeure

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including natural disasters, extreme weather, fire, flood, industrial action, carrier failure, supplier failure, and government action. Where such an event prevents us from delivering within a reasonable time, you may cancel and receive a refund of amounts paid for undelivered goods.

17. Changes to these terms

We may update these terms. The version that applies to your order is the version published when you placed it. The current version is always on this page.

18. Governing law

These terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of that place and of the Commonwealth of Australia.