Ohana Pet Care Terms and Conditions
Effective date: 27 August 2026
1. Acceptance of Terms
By accessing, browsing, creating an account with, or purchasing from Ohana Pet Care or this online store, you agree to these Terms and Conditions, our Privacy Policy, and any other policies displayed on our website. If you do not agree, you should not use the website or place an order. These Terms apply to all customers, visitors, and users of the website and remain subject to any rights you have under applicable Australian law.
2. Business Identity and Contact Details
Ohana Pet Care is operated by Lealia Martyka, ABN 78830807925. Our website is https://ohanapetcare.com.au. Customers may contact us about orders, returns, privacy requests, complaints, or these Terms by emailing admin@ohanapetcare.com.au or by using any other contact pathway displayed on our website.
3. Products
We sell pet-related products online, including accessories and other items described on our website. We make reasonable efforts to ensure product descriptions, colours, measurements, photographs, pricing, care instructions, and availability are accurate and up to date. Some differences in colour or appearance may occur because of screen settings, photography, materials, or production variations. Products must be used only for their intended purpose and in accordance with any instructions, warnings, sizing guidance, and care information provided.
4. Orders and Pricing
All prices are displayed in Australian dollars and include GST unless stated otherwise. Prices, promotions, product availability, and shipping charges may change without notice before an order is accepted. You place an order when you complete checkout and receive an order confirmation. We may refuse or cancel an order where permitted by law, including where a product is unavailable, a price or description error is obvious, payment is not authorised, fraud is suspected, or delivery details are incomplete. If we cancel an order after payment has been taken, we will provide a refund for the amount paid for the cancelled item or order.
5. Promotions
Discount codes, gift codes, promotional codes, and sale offers are subject to the specific terms displayed with the offer. Unless stated otherwise, discount codes are not redeemable for cash, cannot be combined with other offers, may apply only to selected products or time periods, and may be withdrawn or corrected where there is a genuine error or misuse. Any promotional condition will not limit your rights under the Australian Consumer Law. Promotions, competitions, bundles, sales, limited releases, pre-orders, discount codes, and special offers are subject to the terms displayed with the relevant promotion. We may correct genuine errors, end or alter promotions, or refuse promotional benefits where there has been misuse, fraud, technical error, or breach of the promotion terms, provided this does not restrict any non-excludable rights under Australian law.
6. Customer Accounts and Account Security
If you create an account, you are responsible for keeping your login details confidential and for all activity that occurs through your account, except to the extent caused by our breach of law or negligence. You must provide accurate, current, and complete account information and update it when necessary. You should notify us promptly if you believe your account has been accessed without permission or your login details have been compromised. We may suspend or close an account where reasonably necessary to protect the website, customers, our business, or to respond to suspected fraud, misuse, or breach of these Terms.
7. Payment Processing and Payment Security
Payments may be processed by third-party payment providers. By placing an order, you authorise the relevant payment provider to charge your selected payment method for the order total, including product prices, delivery charges, taxes, and any other charges disclosed at checkout. We do not control third-party payment systems and do not store full card details unless expressly stated and permitted by law. You must ensure that you are authorised to use the payment method provided. If a payment is declined, reversed, disputed, or appears fraudulent, we may delay, cancel, or refuse the order where permitted by law.
8. Privacy
We collect, use, store, and disclose personal information for purposes connected with operating the website and business. This includes processing orders, taking payment, arranging delivery, responding to enquiries, managing customer accounts, preventing fraud, sending marketing communications where permitted, and improving our products and services. Where the Privacy Act 1988 (Cth) applies to us, we will handle personal information in accordance with the Australian Privacy Principles. Our Privacy Policy explains what information we collect, how we use it, how it may be disclosed, how you can request access or correction, and how privacy complaints can be made.
9. Marketing Communications
If you subscribe to our marketing communications, create an account, place an order, or otherwise opt in where required, we may send you promotional emails, SMS messages, offers, product updates, or other marketing communications in accordance with applicable law. You can unsubscribe or opt out using the unsubscribe link, instructions in the message, or the contact details on our website. Transactional messages about orders, delivery, accounts, safety notices, recalls, or customer service may still be sent where reasonably necessary.
10. Website Acceptable Use
You must not misuse the website or use it for unlawful, fraudulent, harmful, abusive, or unauthorised purposes. You must not attempt to interfere with the website’s security, upload malicious code, scrape or harvest data without permission, impersonate another person, provide false information, interfere with other users, or use the website in a way that may damage our systems, reputation, customers, suppliers, or business. We may restrict, suspend, or block access where reasonably necessary to protect the website, customers, our business, or comply with law.
11. User-Generated Content
If you submit, tag, upload, post, review, comment, or otherwise provide content to us or in connection with our website or social media, you confirm that you own the content or have permission to share it. You also confirm that the content is accurate where it states facts and that it does not infringe any rights, breach any law, or contain unlawful, misleading, offensive, defamatory, abusive, threatening, obscene, or harmful material. You grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit, publish, and share that content for business, marketing, website, and social media purposes, subject to applicable law and our Privacy Policy. We may remove or moderate user-generated content at our discretion.
12. Age Restrictions
You must be at least 18 years old, or have the involvement and consent of a parent or guardian, to place an order, create an account, or otherwise enter into a transaction with us. If you use the website on behalf of another person or organisation, you represent that you have authority to do so.
13. Stock Availability, Pre-Orders and Backorders
Product availability shown on the website is provided in good faith but may change without notice. If an item is unavailable after you place an order, we will contact you where practicable and may offer a substitute product, backorder, store credit, refund, or cancellation of the affected item. Pre-order and backorder timeframes are estimates only and may depend on supplier, manufacturing, delivery, customs, or other delays outside our reasonable control. You may cancel a pre-order or backorder before dispatch unless the item is custom, personalised, made to order, or otherwise stated at the time of purchase, subject always to your rights under the Australian Consumer Law.
14. Custom and Personalised Products
For custom, personalised, printed, made-to-order, or specially produced products, you are responsible for checking all names, spelling, measurements, artwork, colour choices, design selections, and other details you provide before submitting your order or approving any proof. Production times are estimates only and may vary depending on product type, supplier availability, design requirements, and order volume. Minor colour, print, placement, material, or finish variations may occur and do not necessarily mean the product is faulty. Once production has started, custom or personalised orders may not be changed or cancelled unless we agree or the Australian Consumer Law requires a remedy. This section does not limit your rights if a custom or personalised product is faulty, unsafe, not as described, or otherwise fails to meet a consumer guarantee.
15. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, warranty, right, remedy, or liability that cannot lawfully be excluded, restricted, or modified. If any part of these Terms is inconsistent with the Australian Consumer Law, the Australian Consumer Law will prevail to the extent of the inconsistency.
16. Refunds, Repairs and Replacements
If a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a remedy. For a major failure, you may choose a refund or replacement and may also be entitled to compensation for any other reasonably foreseeable loss or damage. For a minor failure, we may choose to provide a repair, replacement, refund, or other remedy required by law. We will not refuse a remedy for a faulty product solely because the item has been opened, used, discounted, made to order, or removed from its original packaging, where the Australian Consumer Law provides you with a right to that remedy.
To request a return, repair, replacement, or refund, contact us within a reasonable time and provide proof of purchase, a description of the problem, and photographs where relevant. You are responsible for ensuring returned products are safely packaged. If the product is confirmed to have a failure covered by the Australian Consumer Law, we will handle the return shipping cost as required by law.
17. Change of Mind Policy
Change-of-mind returns may be accepted within 30 days of delivery where the product is unused, unworn, unwashed, undamaged, in saleable condition, and returned with its original packaging, tags, and proof of purchase. Change-of-mind returns are offered at our discretion and may be provided as an exchange, store credit, or refund, as stated on our website at the time of purchase. Customers are responsible for return postage for change-of-mind returns unless we agree otherwise. Custom, personalised, final-sale, clearance, hygiene-sensitive, or made-to-order products may be excluded from change-of-mind returns where this is clearly stated before purchase. This policy does not limit your rights under the Australian Consumer Law if a product is faulty, unsafe, not as described, or otherwise fails to meet a consumer guarantee.
18. Palatability Guarantee for Premium Foods
Where stated on the relevant product page or promotion, we may offer a voluntary palatability guarantee for selected premium pet food products. This guarantee applies where your pet does not accept or eat the food after a reasonable gradual transition period in accordance with the product instructions or our published feeding guidance. To make a claim, you must contact us within the guarantee period stated on our website, provide proof of purchase, describe your pet’s response to the food, and provide photographs or return the remaining food if requested. Unless stated otherwise, the product must be within its use-by date, kept in its original packaging, and have at least 50% of the original contents remaining. Claims may be limited to one claim per household, per product, within any period stated on our website, and may be offered as a refund, store credit, or exchange at our discretion. Return postage for palatability claims is your responsibility unless we agree otherwise or the Australian Consumer Law requires a different outcome. The Palatability Guarantee is offered in addition to, and does not replace, your rights under the Australian Consumer Law if a product is faulty, unsafe, not as described, or otherwise fails to meet a consumer guarantee.
19. Pet Food Storage, Use-By Dates, Allergies and Dietary Suitability
For any pet food, treats, supplements, or edible products, you are responsible for checking ingredients, nutritional information, feeding directions, storage instructions, use-by or best-before dates, allergen information, and suitability for your pet before use. Store food in accordance with the product label and manufacturer instructions, including any temperature, sealing, hygiene, or refrigeration requirements. If your pet has allergies, sensitivities, medical conditions, dietary restrictions, or is pregnant, elderly, very young, or under veterinary care, seek advice from a veterinarian before using a new food or supplement. We are not responsible for unsuitable product choices unless the Australian Consumer Law provides otherwise.
20. Product Recalls and Safety Notices
If a product is subject to a recall, safety notice, withdrawal, or manufacturer advisory, you should follow the instructions provided by us, the manufacturer, supplier, regulator, or other responsible party. We may contact affected customers using the contact details provided at checkout or through their account where reasonably necessary or required by law. You should stop using any product that is unsafe, damaged, contaminated, expired, recalled, or otherwise the subject of a safety warning. This section does not limit any rights or remedies you may have under the Australian Consumer Law or product safety laws.
21. Customer Responsibilities
You are responsible for selecting products that are appropriate for your pet’s size, breed, age, behaviour, health, and activity level. You should check sizing carefully before ordering, supervise your pet when using accessories or toys where appropriate, inspect products regularly for wear or damage, and stop using any product that becomes unsafe. You must not use our products in a way that is inconsistent with the instructions, warnings, or ordinary safe use of the product.
22. Pet Health Information
Any pet care, sizing, training, lifestyle, or health-related information on our website, social media, packaging, emails, or other materials is general information only. It is not veterinary, medical, behavioural, or professional advice and should not be relied on as a substitute for advice from a qualified veterinarian or other suitably qualified professional. If you have concerns about your pet’s health, safety, behaviour, allergies, or suitability for a product, seek professional advice before use.
23. Shipping and Delivery
We aim to process and ship orders within 1 to 2 business days after payment is received, unless stated otherwise on the product page or at checkout. Delivery timeframes are estimates only and may be affected by carrier delays, public holidays, weather events, incorrect delivery details, regional access, or events outside our reasonable control. Risk in the products passes to you when the products are delivered to the delivery address you provide. This does not affect any rights you may have under the Australian Consumer Law if goods are faulty, damaged, not as described, or not supplied within a reasonable time.
24. Delivery Areas
We currently deliver within Australia only. Orders may be shipped to Australian residential, business, parcel locker, PO Box, or other domestic addresses where our delivery providers can reasonably provide service. We do not currently offer international shipping. If an order is placed using an address outside Australia, we may cancel the order and refund any amount paid for the unavailable delivery, unless another lawful arrangement is agreed. Delivery availability may vary by location, product type, carrier service area, and any restrictions shown at checkout.
25. Third-Party Links
Our website may contain links to third-party websites, platforms, payment providers, delivery providers, social media pages, or other external services that are not owned or controlled by us. These links are provided for convenience only. We are not responsible for the content, availability, security, privacy practices, terms, products, services, or conduct of any third-party website or service. Accessing or using third-party links is at your own risk, and you should review the relevant third party’s terms and privacy policy before using their website or service. Nothing in this section limits any rights you may have under the Australian Consumer Law or other applicable laws.
26. Third-Party Information
Our website may include information supplied by third parties, including manufacturers, suppliers, distributors, delivery providers, payment processors, product reviewers, social media platforms, or other external sources. This may include product descriptions, ingredient lists, nutritional information, feeding guides, sizing charts, safety information, availability, delivery estimates, reviews, and other product or service details. We take reasonable care when displaying third-party information, but we do not independently verify every detail and cannot guarantee that all third-party information is complete, current, accurate, or suitable for your individual circumstances. You should read product labels, packaging, warnings, and manufacturer instructions before use. If there is any inconsistency between information on our website and the product packaging or manufacturer instructions, you should follow the packaging or manufacturer instructions unless the Australian Consumer Law provides otherwise. Nothing in this section limits your rights under the Australian Consumer Law or any other non-excludable legal rights.
27. Liability and Website Disclaimer
To the maximum extent permitted by law, we are not liable for indirect, consequential, special, or economic loss, loss of profit, loss of data, or loss arising from misuse of products, failure to follow instructions, incorrect sizing choices, or matters outside our reasonable control. The website and its content are provided for general use and may contain errors, interruptions, or periods of temporary unavailability. We do not guarantee that the website will always be secure, uninterrupted, error-free, or free from harmful components. Any limitation or exclusion of liability in these Terms applies only to the extent permitted by law and does not limit rights or remedies that cannot be excluded under the Australian Consumer Law.
28. Limitation of Liability and Indemnity
To the maximum extent permitted by law, our total liability arising out of or in connection with these Terms, the website, or the supply of products is limited to the remedies required under the Australian Consumer Law or any other non-excludable law. Where the law permits us to limit our liability, our liability may be limited to resupplying the relevant goods or services, repairing or replacing the goods, or paying the cost of having the goods or services supplied again. You agree to indemnify us against losses, damages, costs, expenses, claims, or liabilities we suffer or incur as a direct result of your unlawful conduct, misuse of our website or products, breach of these Terms, infringement of another person’s rights, or information or content you provide to us. This indemnity does not apply to the extent the loss, damage, cost, expense, claim, or liability is caused or contributed to by our negligence, wilful misconduct, breach of these Terms, or breach of any non-excludable legal obligation.
29. Force Majeure and Events Outside Our Control
We are not responsible for delay or failure to perform an obligation where the delay or failure is caused by events outside our reasonable control, including natural disasters, extreme weather, fire, flood, pandemic, epidemic, power outage, cyber incident, platform outage, courier or postal disruption, supplier delay, industrial action, government action, customs delay, or other events beyond our reasonable control. We will take reasonable steps to reduce the impact of such events where practicable. This section does not limit any rights you may have under the Australian Consumer Law, including rights relating to goods not supplied within a reasonable time.
30. Changes to Terms
We may update these Terms from time to time by publishing the updated version on our website. The updated Terms will apply to orders placed after the date they are published, unless otherwise stated. The Terms that applied at the time of your purchase will generally apply to that purchase, except where a change is required by law.
31. Dispute Resolution
If you have a concern or complaint, please contact us first so we can try to resolve the issue promptly and in good faith. Please provide reasonable details of the issue and any supporting information. Nothing in this clause prevents you from exercising your rights under the Australian Consumer Law or contacting a relevant consumer protection regulator, fair trading body, tribunal, or court where you are entitled to do so.
32. Severability
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be read down to the minimum extent necessary to make it valid and enforceable. If it cannot be read down, it will be severed from these Terms, and the remaining provisions will continue to operate.
33. Governing Law
These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. The parties submit to the non-exclusive jurisdiction of the courts of Western Australia and any courts entitled to hear appeals from those courts. This governing law clause does not limit any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.
34. ACL Notice
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Happy Staffy Co 30 Day Money Back Guarantee?
Happy's in their name so we don't want you to settle for anything less. If you and your best mate aren't 100% satisfied with Happy Staffy products, we offer a 30-day money back guarantee.
All you have to do is get in touch with us, cover the cost of shipping and we'll sort out the rest.
Just make sure your product is in its original condition and keep the original packaging.
Once we've received it and assessed the product, we'll donate it to a local animal charity and refund you in full. As we donate returned products to charity, our 30-day money back guarantee does not cover toys that have been used or chewed.
If you think your Happy Staffy product isn't performing quite right or has a fault, let us know and we will do our best to fix it as quickly as possible.
What is the Chewzilla® 90 Day Guarantee?
If your dog genuinely breaks a Chewzilla® toy within 90 days of purchase, we replace it - simple as that. Broken means snapped through or chunks missing. Teeth marks, grooves and little slivers coming off are the normal battle scars of a well-loved nylon chew and aren't covered - that's your pup enjoying it as designed. To claim: email us a photo and a replacement will be on its way. You keep the broken toy.