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Terms & Conditions – Home Delivery Service

Pet’s Kitchen – Good Food, Happy Pets!

Effective Date: 28/05/2025
Last Updated: 28/05/2025

  1. DELIVERY TERMS & CONDITIONS
    1. Product Packaging & Storage
      • All fresh protein products are delivered frozen in convenient 500gm, 1kg or 2kg vacuum-sealed packs to ensure maximum freshness and portion control
      • Every order is carefully packed in insulated, food-grade lined boxes with premium ice packs to maintain optimal temperature during transit
      • Our packaging is designed to keep your pet’s meals fresh for up to 6 hours after delivery, even in Adelaide’s varying weather conditions
    2. Delivery Schedule & Service Areas
      1. Northern, Eastern & Western Adelaide Metro Suburbs:
        • Delivery days: Tuesday, Thursday, and Saturday
        • Customers may select their preferred delivery day during checkout
        • Delivery window: 9:00 AM – 6:00 PM
      2. Southern Adelaide Metro Suburbs:
        • Delivery days: Wednesday and Friday
        • Customers may select their preferred delivery day during checkout
        • Delivery window: 9:00 AM – 6:00 PM
    3. Delivery Placement & Safety
      • Our delivery team will place all orders in the safest, most concealed, and shaded area available on your property
      • We prioritize locations that protect your order from direct sunlight, weather exposure, and unauthorized access
  2. ORDERING & PAYMENT
    1. Order Processing
      • Orders must be placed at least 48 hours before your selected delivery day
      • All orders are subject to product availability
      • Pet’s Kitchen reserves the right to substitute similar products of equal or greater value if specific items become unavailable
    2. Minimum Order Requirements
      • Minimum order value: $30 (excluding delivery fees)
      • Orders under the minimum value will incur an additional small order fee of $10
    3. Payment Terms
      • Payment is required in full at the time of ordering
      • We accept all major credit cards, After Pay, and bank transfers
      • All prices are in Australian Dollars (AUD) and include GST where applicable
  3. DELIVERY FEES & POLICIES
    1. Delivery Charges
      • Standard delivery fee: $10 for orders under $100
      • FREE delivery on orders over $100
      • Remote area surcharges may apply (customers will be notified before order confirmation)
    2. Delivery Guarantee
      • We guarantee delivery on your selected day
      • If we fail to deliver within the specified timeframe, your next delivery will be complimentary
  4. PRODUCT QUALITY & FRESHNESS
    1. Quality Assurance
      • All meals are professionally formulated by certified veterinarians and pet nutritionists
      • Products are prepared using only locally sourced, human-grade ingredients
      • Each batch undergoes strict quality control measures before packaging
    2. Shelf Life & Storage Instructions
      • Frozen products maintain optimal quality for up to 6 months when stored properly
      • Once thawed, products should be consumed within 3-5 days
      • Detailed storage and feeding instructions are included with every order
  5. CUSTOMER RESPONSIBILITIES
    1. Delivery Reception
      • If no suitable safe location is available, customers must arrange alternative delivery instructions
      • Customers must inspect deliveries promptly upon receipt
    2. Address Accuracy
      • Customers must provide accurate, complete delivery addresses
      • Pet’s Kitchen is not responsible for delays or failed deliveries due to incorrect address information
      • Address changes must be made at least 24 hours before scheduled delivery
  6. RETURNS, REFUNDS & GUARANTEES
    1. Satisfaction Guarantee
      • We stand behind the quality of our products with a 100% satisfaction guarantee
      • If you’re not completely satisfied with your order, contact us within 48 hours of delivery
    2. Refund Policy
      • Refunds will be processed for damaged, spoiled, or incorrect products
      • Products must be reported within 48 hours of delivery with photographic evidence
      • Refunds will be processed to the original payment method within 5-7 business days
    3. Non-Refundable Items
      • Products that have been properly delivered and stored according to instructions
      • Orders cancelled less than 24 hours before scheduled delivery (50% cancellation fee applies)
  7. HEALTH & SAFETY
    1. Pet Health Considerations
      • Consult your veterinarian before introducing new foods to pets with known allergies or health conditions
      • Pet’s Kitchen is not liable for adverse reactions due to undisclosed pet health conditions
      • Ingredient lists are available for all products on our website
    2. Food Safety
      • Handle all products according to standard food safety practices
      • Wash hands thoroughly before and after handling pet food
      • Use clean utensils and feeding bowls
  8. AUTHORITY TO LEAVE GOODS

    By ordering delivery through Pet’s Kitchen, you provide authorization for our delivery personnel to leave your order in a secure and easily accessible location at the delivery address without obtaining a signature. This ensures efficient delivery while maintaining the safety of your pet’s food.

  9. PRIVACY & DATA PROTECTION
    1. Information Collection
      • We collect only necessary information to process and deliver your orders
      • Customer information is stored securely and never shared with third parties without consent
      • Delivery photos may be taken for confirmation purposes and deleted after 30 days
  10. LIMITATION OF LIABILITY
    Pet’s Kitchen’s liability is limited to the replacement or refund of defective products. We are not liable for any indirect, incidental, or consequential damages arising from the use of our products or delivery services.
  11. MODIFICATIONS TO TERMS
    Pet’s Kitchen reserves the right to modify these terms and conditions at any time. Customers will be notified of significant changes via email. Continued use of our delivery service constitutes acceptance of modified terms.
  12. CONTACT INFORMATION
    For questions about these terms or our delivery service:

    Pet’s Kitchen
    Website: petskitchen.com.au
    Email: support@petskitchen.com.au
    Phone: 08 8318 1431

Thank you for choosing Pet’s Kitchen – where we’re committed to providing South Australia’s freshest and healthiest pet food, delivered with care to your door!