Terms of service

Effective: 29 October 2026

These terms are the contract between you and Chuffed Pty Ltd (ACN 694 570 459, ABN 15 694 570 459), trading as Chuffed (“Chuffed”, “we”, “us”), for your use of chuffed.com.au and every order you place with us. By browsing the site, creating an account or placing an order you agree to them, together with our Privacy Policy and any promotion-specific terms we publish. If you do not agree, please do not use the site.

We may update these terms at any time by posting the new version here with a new effective date. The terms in force when you place an order are the ones that apply to that order. Continued use of the site after a change means you accept the updated terms.

Nothing in these terms excludes, restricts or modifies any right you have under the Australian Consumer Law (ACL) or any other law that cannot be excluded.

1. Eligibility and accounts

You must be at least 18 years old and able to enter a binding contract to order from us.
You may create an account to speed up checkout and manage subscriptions. You must give accurate, current information and keep your login details secure. You are responsible for all activity under your account unless you have told us it has been compromised.
We may suspend or close an account, or refuse to deal with a person, where we reasonably suspect fraud, abuse of promotions, breach of these terms or unlawful conduct.

2. Products and pet suitability

We sell pet food, treats, supplements, toys and accessories, mainly for dogs and cats. Product descriptions, images, ingredient lists and feeding guides are provided by us or the manufacturer for general information. Packaging, formulations and sizes can change, and colours may vary on screen.
Our product range, recommendations and bundles are general guidance only. They are not veterinary, nutritional or medical advice. You are responsible for checking that a product suits your pet’s species, breed, age, size, health and dietary needs, and for following the manufacturer’s instructions. If in doubt, ask your vet before use.
Chuffed-branded products. Treats, supplements and other products sold under the Chuffed name are everyday pet products, not veterinary medicines or therapeutic goods. Any statement about ingredients or benefits is general in nature and is not a claim to diagnose, treat, cure or prevent any condition. Follow the feeding guide and storage instructions on the pack, introduce new foods gradually, and stop use and consult your vet if your pet reacts badly.
All products are subject to availability. We may limit quantities, withdraw a product or correct a listing error at any time, including after an order is placed (see clause 3).
Products are for domestic use in Australia and are not for resale without our written consent.

3. Orders, pricing and payment

Your order is an offer. An order is accepted, and a contract formed, only when we send a dispatch confirmation. An order confirmation email acknowledges receipt; it is not acceptance. We may decline or cancel any order before dispatch, including for suspected fraud, stock shortage, a pricing or listing error, or a breach of promotion rules. If we cancel after payment, we refund in full.
Prices are in Australian dollars and include GST unless stated otherwise. Delivery charges are shown at checkout before you pay. Prices may change at any time, but a change does not affect an order we have already accepted.
Pricing errors. If a product is listed at an obviously incorrect price and we have not yet dispatched it, we may cancel the order and refund you, or offer the item at the correct price for you to accept or decline.
Payment is taken at checkout by the methods displayed (including major cards, Apple Pay and Google Pay) and is processed by our payment providers.
Fraud checks. Orders may be screened automatically and held for review. We may ask you to verify your identity or delivery address before dispatch.
Chargebacks. If you have a problem with an order, please contact us first so we can fix it under clause 7. If you raise a chargeback or payment dispute for an order we have delivered or refunded, we may provide the dispatch, delivery and refund records to your payment provider and, to the extent permitted by law, recover the fees charged to us for an unjustified dispute.

4. Promotions and discounts

Promo codes. Codes must be entered at checkout and cannot be applied after an order is placed. Unless the offer says otherwise, one code per order, one use per customer, not redeemable for cash or credit, not valid on gift cards or delivery fees, and not combinable with any other code, sale price or offer. Where two discounts could apply, the better one for you applies.
WELCOME10 gives 10% off a first order of $200 or more (before delivery), for new customers only, one use per customer. It cannot be combined with any other discount code.
Starter packs and bundles. Bundle prices apply only to the bundle as listed. If a bundle item is returned, we may recalculate the discount on the items kept. Repeat-pack discounts and bonus items are as described on the product page at the time of purchase.
We may amend, suspend or withdraw any promotion at any time, without affecting orders already accepted. We may cancel orders or refuse promotions where we reasonably suspect misuse, such as multiple accounts or resale.

5. Subscriptions (auto-delivery)

How it works. You may set eligible consumable products, including bundles, to be delivered automatically weekly, fortnightly, monthly or at a custom interval of 1 to 12 weeks. Monthly is the default. Each delivery is a separate order placed on your behalf on the scheduled date, charged to your saved payment method at the price shown in your account at that time, plus delivery.
Subscription discount. Subscription orders receive 5% off the then-current price. The discount does not stack with sale prices, promo codes or other offers; where more than one could apply, the better one applies.
Reminders before each charge. We aim to send a reminder email before each subscription order is processed, showing the products, price and date, with a link to skip, change or cancel. Your account always shows your next order date, and it is your responsibility to manage your subscription before the cut-off.
Managing your subscription. You can skip, pause, change frequency, swap products or cancel at any time from your account, up to the cut-off shown there (normally the day before the next order is processed). Changes made after an order has been processed apply to the next delivery.
Price changes. If the price of a subscribed product increases, we will give you reasonable notice (by email or in your account) before the first order at the new price, and you can cancel or change the subscription before then at no cost. Price decreases apply automatically.
Product changes. If a product is discontinued or out of stock, we may skip that delivery or offer a substitute for you to accept before it ships. We do not substitute products without your agreement.
Failed payments. If payment fails, we will notify you and retry. If it still fails, we will pause the subscription until you update your payment details.
Cancelling stops future orders. It does not cancel an order already processed, which is handled under clause 7.

6. Delivery, risk and title

We deliver within Australia only. Some products (for example frozen or heavy items) may not be available to all postcodes; checkout will tell you.
Delivery times shown are estimates. We are not responsible for delays caused by couriers, weather, public holidays or events outside our reasonable control, but we will assist you with a late or missing parcel.
You must provide a complete, accurate delivery address and make sure someone can receive the parcel or that a safe place is available. If you choose authority to leave, the parcel is at your risk once the courier records delivery. If a parcel is returned to us because the address was wrong or it was not collected, we may charge re-delivery costs or refund the order less our reasonable costs.
Frozen, chilled and perishable items are shipped with insulated packaging and ice packs designed to keep them in good condition until the first delivery attempt. These orders are sent with authority to leave, so please make sure a safe, shaded place is available and that you can put the items in the freezer or fridge on the day of delivery. Risk in perishable items passes on the first delivery attempt, and we cannot accept change-of-mind returns on them. If a perishable item arrives spoiled or thawed, tell us the same day with photos and we will assess it under clause 7.
Risk in all other products passes to you on delivery to your nominated address. Title passes when we receive full payment.
Please check your delivery on arrival and tell us within 7 days of anything missing, damaged or incorrect so we can fix it quickly. This does not limit your ACL rights.

7. Returns, refunds and the Australian Consumer Law

Your ACL rights. Our goods come with guarantees that cannot be excluded under the ACL. 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 they fail to be of acceptable quality and the failure is not a major failure. Nothing in this clause limits those rights.
Faulty, damaged or incorrect items. Contact us at hello@chuffed.com.au with your order number and photos. We will arrange a replacement, repair or refund as the ACL requires, and cover return shipping where the item is faulty or we sent the wrong thing. For food and treats, we may ask for the batch or best-before details and may not need the product returned.
Change of mind. On top of your ACL rights, we accept change-of-mind returns within 14 days of delivery for items that are unused, unopened, in original sealed packaging and in resaleable condition. You pay return shipping, and the refund excludes original delivery charges. We may refund by store credit where the order used a promotion. Change-of-mind returns are not available for opened food, treats or supplements, perishable, chilled or frozen goods, gift cards, clearance items or made-to-order products, unless the ACL applies.
Product recalls. If a product you bought is recalled by us, the manufacturer or a regulator, we will contact you using the details on your order and tell you what to do. Stop using the product immediately and follow the recall instructions. Your remedy is as set out in the recall notice and the ACL, and where a return is required we will cover reasonable return costs.
Refunds go to the original payment method once the returned item is received and inspected; allow 3 to 5 business days after processing for funds to appear. Store credit may be issued immediately where you choose it. Full details are in our Returns, Refunds & Exchanges Policy, which forms part of these terms.
Subscription orders follow the same rules as any other order.

8. Reviews, photos and content you submit

You may submit reviews, ratings, photos, videos and comments (“your content”). You keep ownership of it, but you grant Chuffed a free, perpetual, worldwide, non-exclusive licence to use, reproduce, edit, display and distribute your content on our site, social channels and marketing, with or without your name or handle, and to sub-license it to our service providers for those purposes.
You confirm your content is your own, is honest and based on your genuine experience, does not infringe anyone’s rights, and does not include anyone else’s personal information without their consent.
We may moderate, decline or remove content at our discretion, but we do not edit reviews to change their meaning or remove negative reviews merely because they are negative.
Incentivised or competition reviews will be labelled as such where required by law.

9. Intellectual property and website use

The Chuffed name, logo, site design, text, graphics, photography, product descriptions and software are owned by or licensed to Chuffed Pty Ltd and protected by law. Brand names and images of products we sell belong to their owners. You may view and print pages for personal, non-commercial use only; any other use needs our written permission.
You must not use the site to break the law, infringe anyone’s rights, post harmful code, scrape or copy content or pricing, interfere with the site’s security or operation, create multiple accounts to abuse promotions, or impersonate anyone.
The site may link to third-party websites. We do not control or endorse them and are not responsible for their content, products or privacy practices.
We aim to keep the site available but do not guarantee uninterrupted or error-free access, and may suspend it for maintenance or security.

10. Liability and indemnity

Consumer guarantees come first. Nothing in this clause excludes, restricts or modifies the ACL consumer guarantees or any other liability that cannot lawfully be limited.
Limit for other claims. To the extent permitted by law and subject to clause 10.1, Chuffed Pty Ltd’s total liability to you for any claim arising out of or in connection with these terms, the site or an order, whether in contract, tort (including negligence), statute or otherwise, is limited to the amount you paid for the order concerned, or $100 where no order is involved.
Excluded losses. To the extent permitted by law we are not liable for indirect or consequential loss, loss of profit, revenue, data or goodwill, or for loss arising from your misuse of a product, failure to follow manufacturer or feeding instructions, your pet’s pre-existing condition, information you provided that was inaccurate, or events outside our reasonable control.
Where the ACL permits a limit. Where goods or services are not of a kind ordinarily acquired for personal, domestic or household use, our liability for breach of a consumer guarantee is limited, at our option, to replacing or repairing the goods, or paying the cost of doing so.
Your indemnity. You indemnify Chuffed Pty Ltd, its directors, employees and contractors against loss, damage, cost or claim arising from your breach of these terms, your unlawful use of the site, or content you submit, except to the extent we caused it.
Manufacturers’ warranties. Some products carry a manufacturer’s warranty. That warranty is in addition to, and does not replace, your rights under the ACL.

11. General

Privacy. We handle your personal information under our Privacy Policy, which forms part of these terms.
Events outside our control. We are not in breach of these terms, and may suspend or cancel affected orders with a refund, where performance is prevented by events beyond our reasonable control such as supplier failure, courier disruption, natural disaster, pandemic, strikes, government action or utility or internet outages.
Assignment. We may assign or novate these terms, including to a buyer of the Chuffed business, by notice on the site. You may not assign your rights without our consent.
Severability. If any part of these terms is invalid or unenforceable, it is read down or severed, and the rest continues to apply.
No waiver. A delay or failure to enforce a right is not a waiver of it.
Entire agreement. These terms, our Privacy Policy and any promotion-specific terms are the whole agreement between you and us for the site and your orders.
Governing law. These terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of its courts. Nothing in this clause limits your rights under the ACL or your right to bring a claim in your own state or territory.
Complaints and disputes. Contact us first at hello@chuffed.com.au and we will work with you in good faith to resolve the issue promptly. You may also contact Consumer Affairs Victoria or the consumer protection agency in your state or territory.