Terms of service

Last updated: 3 October 2026

1. About us and these terms

This website, uppapets.com.au, is operated by Cat Harness Australia Pty Ltd trading as UppaPets Australia, ABN 45 675 062 905 (Uppapets Australia, we, us or our). We are the seller when you purchase through this store. Shopify provides our ecommerce platform.

These Terms of Service apply to your use of our website and purchases from us. Please read them before ordering. By placing an order, you agree to these terms and the order-specific conditions clearly disclosed before you purchase.

Our Return and Refund Policy and Shipping Policy form part of these terms. The versions in place when you order apply to that order. If there is an inconsistency, your non-excludable legal rights take priority, followed by any specific promise or agreement made for your order. The consumer-rights protections below apply across all our policies.

2. Your rights under Australian Consumer Law

Nothing in these terms or our other policies excludes, restricts or changes a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or changed under the Australian Consumer Law or any other applicable law.

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 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.

For a minor problem, we may provide a free repair within a reasonable time. If we cannot do so, you may have further rights, including a refund, replacement or reimbursement of reasonable repair costs. You can also have a right to keep faulty goods and claim compensation for their reduced value.

Consumer guarantees are separate from any manufacturer's warranty and may continue after that warranty expires. Any additional warranty provided with your product does not replace your legal rights. Contact us for assistance with products bought from us; you do not have to pursue the manufacturer first.

3. Eligibility and account details

To place an order, you must have legal capacity to enter into the purchase contract. If ordering for someone else or a business, you must have authority to do so. Please provide accurate contact, payment and delivery details, keep your account credentials secure and tell us promptly if you suspect unauthorised access.

4. Product information and safe use

We take reasonable care to describe products accurately. Screen settings may affect how colours appear, but this does not remove your right to receive goods that match their description. Please check the model's dimensions, capacity, features and compatibility before ordering, and contact us if you need help choosing.

Our pet strollers, pet car seats and accessories must be assembled, fitted, used and maintained in accordance with their instructions and stated limits. Products intended for pets must not be used to carry children. Supervise your pet and check the product's condition before use. General product guidance is not a substitute for veterinary advice about your pet's individual needs.

We may update listings or discontinue products for future orders. We will not substitute a materially different product or change the agreed specifications of an existing order without your agreement.

5. Prices, payment and promotions

Prices are in Australian dollars unless another currency is clearly displayed. Australian consumer prices include GST where payable. Applicable delivery charges, optional extras and the total amount payable are shown before you submit your order. Optional extras are not required to obtain your consumer-law remedies.

You must be authorised to use the payment method you select. The amount and timing of payment are shown at checkout. Any separate payment-provider terms apply to your use of that provider, without limiting our obligations as the seller.

Promotional eligibility, dates and any restrictions are those disclosed with the offer. Price changes apply to future orders and do not increase the price of an order already accepted.

6. Orders, errors and cancellations

Submitting an order is an offer to purchase. We accept it when we expressly confirm acceptance or dispatch the goods. An automated message acknowledging receipt of your order is not, by itself, acceptance unless it states otherwise.

Before acceptance, we may decline an order for a genuine reason, such as unavailable stock, an obvious material listing error, an unauthorised payment or reasonably suspected fraud. We will notify you promptly. If a price or description needs correcting, we will explain the correction and let you choose whether to proceed or receive a refund; we will not charge an increased amount without your agreement.

After acceptance, we will not cancel simply because we have changed our prices or commercial preferences. If we cannot supply your order, we will contact you promptly and refund payments for the goods we cannot supply and any associated delivery charges. Your other legal remedies remain available.

For a cancellation, address change or other order amendment, contact us as soon as possible. We will confirm whether we can accommodate your request, taking account of the order's processing and dispatch status. This does not limit a cancellation or refund right under law or the preorder provisions below.

Refunds are made promptly to the original payment method unless we agree otherwise with you. Payment-provider processing times may affect when funds appear. We will not require you to accept store credit instead of a refund you are legally entitled to receive.

7. Preorders

A product marked as a preorder is not available for immediate dispatch. Current pre-orders are estimated to dispatch on 16 October 2026. The product page and checkout information identify the preorder and its estimated dispatch timing. Dispatch is when the goods leave our fulfilment centre; transit time is additional. Any upfront payment is disclosed before you order.

We will use the estimate provided for your order and keep you informed of material changes. If dispatch is materially delayed beyond that estimate, we will explain the revised timing and offer you the choice to wait or cancel the affected unshipped items for a full refund of the amounts paid for them, including any associated delivery charges. No cancellation fee applies in that situation. If we cannot supply the goods, we will refund those amounts.

Updating an estimate on our website does not, by itself, change your existing order or remove your rights. Preorder estimates do not exclude any remedy available for failure to supply within an agreed or reasonable time.

8. Shipping and delivery

See our Shipping Policy for delivery areas, charges and processing information. Standard delivery within Australia is free with no minimum spend. New Zealand shipping is based on order value and calculated at checkout. Any other available delivery option and its cost will be shown before purchase. We do not add delivery charges after purchase because we choose to split an order.

Delivery estimates depend on the destination and service. If a particular delivery date is essential, contact us before ordering so we can confirm whether we can meet it. If a delay arises, we will work with you on a reasonable solution. Carrier, supplier or customs delays do not automatically remove your legal rights.

Please check your delivery details and any authority-to-leave instructions. We remain responsible for delivery in accordance with the agreed arrangements; responsibility does not pass to you merely because we hand a parcel to a carrier. If goods arrive damaged, are incorrect or cannot be located, contact us so we can investigate and provide any remedy required by law.

For international orders, destination-country import duties, taxes and customs charges may apply unless checkout states they are included. Any mandatory consumer protections that apply to your purchase remain unaffected.

9. Returns and faulty goods

30-day risk-free trial — love it or your money back: All products bought through this website for delivery in Australia or New Zealand can be tried and used with your pet. Keep the original box and all original protective packaging during the trial. Contact us within 30 days of delivery and return the product in its original box with all supplied components and accessories, including all original protective packaging such as inserts, padding, protective covers and wrapping supplied with it, for a full refund. Normal trial use and pet hair do not disqualify a return. For pre-orders, the trial starts on delivery.

We provide a prepaid return label and cover return shipping and handling in both countries. There are no return, handling or restocking fees. We refund the full amount paid for the returned product; if the whole order is returned under the trial, any original standard delivery charge is also refunded. Refunds are made promptly after receipt and checking of the return, to the original payment method unless we agree otherwise with you. Your payment provider may need additional processing time. See our Return and Refund Policy for the return steps.

The voluntary trial ends 30 days after delivery. We do not offer a paid change-of-mind extension. You do not need to buy an optional returns service to use the free trial or your consumer-law remedies. Any more favourable return promise made when you purchased will be honoured.

Faulty or incorrect goods: The trial's 30-day deadline and original-box and protective-packaging requirements do not limit consumer-law claims. We may reasonably assess the issue and request proof of purchase and details or photos to help, but an original receipt or packaging is not the only way to establish a claim.

We cover reasonable return costs where a product is confirmed to have a fault covered by consumer guarantees. For faulty goods that are large, heavy or difficult to return, we will arrange collection or return freight at our expense within a reasonable time. We also arrange the return of incorrect items at our expense. Keep receipts for reasonable return costs you incur. Your rights under Australian Consumer Law, New Zealand's Consumer Guarantees Act where applicable, and other applicable consumer laws remain unchanged.

To start a return or make a consumer-law claim, email contact@uppapets.com.au. See our returns page for instructions. Use of an online portal is not a condition of exercising statutory rights. Please do not send goods to our postal address or the address on the original shipping label without instructions.

10. Privacy and communications

Our Privacy Policy explains how we handle personal information, including through Shopify and service providers. It governs privacy matters, subject to applicable law. Accepting these terms does not, by itself, give consent to all marketing. You can unsubscribe from marketing using the relevant unsubscribe option or by contacting us. We may still send messages needed to manage your order, provide support or communicate product-safety information.

Our store is hosted by Shopify, and information you provide or generate through your use of the store is shared with Shopify and relevant third parties, including providers overseas, to operate and improve the services. Shopify Network Intelligence is enabled: Shopify may combine information about your interactions with our store with information from other merchants and Shopify to provide enhanced services such as personalisation, advertising, analytics and fraud prevention. Shopify has its own privacy responsibilities for this processing. See the Shopify Consumer Privacy Policy and Shopify Privacy Portal for details and available choices, as well as our Privacy Policy. This notice does not waive your privacy rights or replace consent where the law requires it.

11. Website content and acceptable use

Our website content, photographs, designs and branding are owned by or licensed to us. You may use the website and save relevant product information for your own shopping, product use and support needs, and as otherwise permitted by law. Commercial reproduction or exploitation requires permission from the relevant rights holder.

You must not use the website for fraud or other unlawful activity, introduce malicious code, interfere with its security, misuse another person's account, harvest personal information without authority, or infringe others' rights. Nothing here prevents an honest review, lawful complaint or report to a regulator.

12. Third-party services and responsibility

Shopify, payment processors and delivery providers help us operate the store. Using those providers does not remove our responsibilities to you as the seller. External websites that we link to may have separate terms and privacy practices; we do not control their content.

We take reasonable care in operating our website, but access may occasionally be interrupted for maintenance or reasons beyond our reasonable control. Such interruptions do not cancel an accepted order or remove your rights.

We remain responsible for losses for which we are liable under applicable law, including reasonably foreseeable loss or damage where the Australian Consumer Law requires compensation. These terms do not impose a blanket exclusion of liability for product faults, negligence, personal injury, or loss caused by our breach of the law.

13. Changes to these terms and website access

We may update these terms for future orders and future website use, for example to reflect changes to our services or legal requirements. We will publish the revised terms and update the date above. Changes do not retrospectively alter an order you have already placed or reduce rights you already hold. Where legally required, we will give additional notice or seek agreement.

We may reasonably restrict website access to address a material breach, fraud or a security threat. Where practical, we will explain the issue and give an opportunity to resolve it. Urgent restrictions may be necessary to protect the website or other users. Restrictions do not remove your rights in relation to paid orders, returns or refunds.

If a provision is unlawful or unenforceable, it is ineffective to that extent and the remainder continues where it can operate. These terms do not exclude a promise or representation on which you are entitled to rely under law.

14. Questions, complaints and governing law

Please contact us with your order number, a description of the issue and the outcome you are seeking. We will consider your complaint fairly and respond within a reasonable time. You may also contact your state or territory consumer protection agency or pursue any available court or tribunal remedy. You are not required to complete an internal complaints process before exercising a legal right.

These terms are governed by the laws of New South Wales, Australia. The courts and tribunals of New South Wales have non-exclusive jurisdiction. This does not prevent you from using another competent court or tribunal or relying on mandatory consumer protections that apply where you live.

Contact: Cat Harness Australia Pty Ltd trading as UppaPets Australia
ABN: 45 675 062 905
Email: hello@uppapets.com.au
Postal address: PO Box 4307, Shellharbour NSW 2529, Australia

Our postal address is for correspondence, not product returns. Please contact us or see our returns page for return instructions.