Terms & Conditions

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Q	Terms & Conditions as a Customer of PetWise
A	PetWise is a full-service national wholesaler to the animal industry in Australia. Below are outlined our terms and conditions with more detailed information included within our account agreements and is only open to wholesale and retail customers ONLY.

Order Placement

You can place your orders by the below means and if no order number is supplied, we will reference by PetWise with Account initials and the date for hard or verbal copies.

In all cases the customer accepts the terms and conditions as outlined below and in any agreements.

Phone: 1300 123 088

Fax: 1300 123 089

Email: customerservice@petwise.com.au

Online: www.petwise.com.au

Order Shipping Times

All orders received by our customer service team:

Prior to 11am (AEST, Sydney) – Shipped same day

After 11am (AEST, Sydney) – Shipped next day

Urgent shipments can be arranged – please contact our customer service team

Additions to orders– This can be arranged, providing that the order has not been processed within the warehouse system or packed awaiting delivery

Cancellations to orders prior to shipping cannot be made unless received in writing. For changes after being processed through the warehouse system, please refer to returns policy.

The above time frames are a guide online, if you require an exact despatch time, please contact the customer service team.

Q	Credit Card Payments
A	All credit card orders (Visa or MasterCard) will not be charged a credit card processing fee.

Q	Back Orders
A	PetWise does not hold back orders, any items that are not supplied will be credited or replaced.

Prices

All prices quoted by PetWise are exclusive of GST and freight charges. Freight charges will appear as a separate line on the invoice and will be charged on each order unless prior arrangements have been made. Shipping charges can be quoted through customer service. Any discounts offered will be included on the invoice and will be agreed on in writing with the customer prior to placement of the order. Any special pricing on clearance stock will be agreed on with the customer prior to order placement and shipping and these goods will be accepted on a non-return basis unless agreed prior.

Delivery and Risk

Delivery times quoted to the customer are estimates only and PetWise shall not be held liable for any late or non-delivered goods by the customer. If goods are delayed, missing in transit or damaged in transit, please contact the customer service team who will assist with tracking the shipment. If the customer has organised transport all risk shall pass on to the customer once the goods have been picked up by their nominated carrier.

Credit Account Policy

A request for a credit account can be made by contacting the PetWise customer service team at any time and are subject to normal credit approval policy and must remain within agreed terms, otherwise credit account may be withdrawn. All credit accounts terms are 30 days from invoice or otherwise specified. Orders placed when account is out of terms may result in orders being placed on hold until account is back within terms. All special pricing will be removed if any credit account is not within agreed terms. Any unpaid accounts that breach payment terms may be referred onto a debt collection agency.

Returns

We make every effort to ensure that we carry a good range of products sourced from within Australia and overseas to meet your every need. This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from PetWise is found to be defective, PetWise will happily repair or replace the product, or offer you a refund. This policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.

Please contact our customer service team for more information regarding online returns and delivery charges. Please note that the delivery charge will only be reimbursed to you if PetWise is at fault and that is the reason you are exchanging the product.

In all other circumstances including change of mind, the delivery charges will not be reimbursed. Stock that has been price tagged, damaged after receipt, is short dated or out of date will not be accepted to be returned. For product returns to be accepted by Petwise and credited to your account or payment back on to credit card used you need to complete the following steps;

(a) CALL or EMAIL our Customer Service team - 1300 123 088 or customerservice@petwise.com.au
(b) Obtain approval & instructions by contacting customer service.
(c) Pack the products safely and include a copy of the invoice

To avoid any confusion do not deduct the value of the claim until a credit note has been issued.

Acceptance of Goods

The customer shall be deemed to have accepted the goods to be those described, quantity and price ordered unless particulars of any claims are notified to PetWise within 5 working days after the arrival of the goods at place of delivery. Freight company consignment notes must be signed as proof of delivery. No claim can be made against goods left without signature if instructed by the customer as proof of delivery will take precedence of goods delivered in full.

Q	Property of the Goods
A	Delivery of possession of the goods to the customer is made on the express condition that that the property in the goods shall not pass on to the customer until payment for those goods has been received by PetWise.

Force Majeure

PetWise will not be liable, and the customer will not be entitled to cancel any purchase order, for any delay or failure by PetWise to perform its obligations under these terms caused by any event or circumstances beyond PetWise’s reasonable control (including fire, accident, earthquake, flood, drought, crime, war, blockade, civil commotion, strike or labour dispute, shortage of fuel or power or acts or omissions by regulatory authorities).

Product Advice and Usage

Any description of Products used by PetWise is for identification purposes only and not a description with which the Products must comply.

The Customer acknowledges and agrees that any representation or advice given by or on behalf of PetWise (or any of its employees or agents) in respect of the operation or use of a product is offered for information purposes only and should not be relied upon.

PetWise assumes no obligation or liability whatsoever in respect of any such representation or advice and the Customer acknowledges and agrees that it is responsible for advising its customers or patients about the operation, application, appropriateness and use of the Products.

Privacy

These Terms incorporate the PetWise Privacy Policy which may be found at www.petwise.com.au or by contacting the PetWise General Manager on 1300 123 088. Click here to see more details regarding our Privacy Policy. PetWise may, in accordance with its Privacy Policy and any applicable law, collect and hold personal information about the Customer from any source PetWise considers appropriate for the purposes of providing credit to the Customer, including the administration and management of the Customer’s accounts with PetWise; market research; marketing PetWise products and services (or those of its related companies); and any other purpose relating to these Terms. The Customer authorises PetWise to:

a) Disclose the Customer’s personal information to any third party; and

b) Transfer the Customer’s personal information to any country, in connection with any of the purposes set out above.

c) The Customer has a right of access to, and may request correction of, personal information held by PetWise about the Customer.

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