Welcome to Nova Pets. These Terms and Conditions govern your use of our website and the purchase of any products from Nova Pets.
1. General Conditions & Changes to Terms
Changes Without Notice: Nova Pets reserves the right to update, change, or replace any part of these Terms and Conditions at any time without prior notice.
Service Availability: We ship to addresses within Australia only.
2. Australian Consumer Law Supremacy
Statutory Rights: Nothing in these Terms and Conditions is intended to exclude, restrict, or modify any non-excludable right or remedy you have under the Australian Consumer Law (contained in Schedule 2 of the Competition and Consumer Act 2010).
Superseding Authority: In the event of any inconsistency between these Terms and Conditions and the Australian Consumer Law, the Australian Consumer Law shall supersede and prevail to the extent of the inconsistency.
3. Orders and Cancellations
Cancellations: You may request to cancel your order at any time before it has been shipped. Once an order has been dispatched, the Change of Mind policy (Section 4) will apply.
4. Change of Mind Returns & Refunds
We want you to be happy with your purchase. If you change your mind:
Timeframe: You may return products within 28 days of purchase.
Condition: Items must be returned in their original packaging, unopened, intact, and in a saleable condition.
Return Shipping: The customer is responsible for all costs associated with returning the item to us.
5. Liability: Pet Foods and Aquarium Treatments
Product Use: It is the customer's responsibility to read all labels, warnings, and instructions provided with pet foods, supplements, and aquarium treatments before use.
Sensitivity: Animals can have individual sensitivities or allergic reactions. Nova Pets is not liable for adverse reactions resulting from the use of products sold, provided the products were of acceptable quality upon sale.
Aquarium Treatments: When using water treatments or medications, customers must ensure correct dosing and compatibility. Nova Pets is not responsible for loss of livestock due to incorrect application or unforeseen chemical interactions within a customer's private ecosystem.
7. Governing Law
These Terms and Conditions are governed by the laws the jurisdiction in which Nova Pets operates, namely Queensland, Australia.
At Nova Pets, we want to ensure you and your pets are happy with every purchase. If something isn’t quite right, our policy below outlines how we can help. This policy is governed by the laws of the jurisdiction of Queensland and the Australian Consumer Law.
1. Change of Mind Returns
We understand that sometimes you might change your mind. We offer a refund for change of mind returns under the following conditions:
Timeframe: You must initiate the return within 28 days of the original purchase date.
Condition of Product: Items must be returned in their original packaging, unopened, and in a saleable condition. We cannot accept returns for products that have been used, opened, or damaged by the customer.
Return Postage: The cost of return shipping for change of mind is the responsibility of the customer. We recommend using a trackable service, as Nova Pets is not responsible for items lost in transit.
2. Damaged, Faulty, or Wrong Products
If your product arrives damaged, is faulty, or is not the item you ordered, you are entitled to a remedy under the Australian Consumer Law.
Major Defects: You are entitled to a replacement or a full refund.
Minor Defects: We may choose to repair, replace, or refund the item.
Incorrect Item: If we sent the wrong product, we will cover all costs to get the correct item to you and retrieve the incorrect one.
3. How to Initiate a Return
To start a return process, please follow these steps:
Contact Us: Via our contact us form, or mail our customer service team at hello@novapets.com.au.
Provide Details: Include your Order Number, the name of the item(s) you wish to return, and the reason for the return (e.g., change of mind, damaged on arrival, wrong item etc).
Photos: We may request further information to process your request, including buy not limited to photos of the faulty item.
Authorisation: Once we review your request, we will provide you with a Return Authorisation and the correct Australian shipping address for the return.
4. Refund Process
Once your return is received and inspected by our team:
Approval: We will notify you via email whether your refund has been approved.
Method of Refund: Approved refunds will be processed back to your original payment method (Stripe or PayPal).
Duration: Please allow 10-15 business days for the funds to appear in your account, depending on your financial institution's processing times.
Shipping Costs: For "Change of Mind" returns, the original shipping fee is non-refundable.
5. Exclusions
Please note that we cannot offer a "Change of Mind" refund on:
Items returned after the 28-day window.
Items that have been opened (e.g., supplements broken seals, opened aquarium treatments).
Gift cards.
6. Contact Us
For all enquiries regarding returns and refunds, please reach out to:
Nova Pets Customer Service
Email: hello@novapets.com.au
Website: www.novapets.com.au
Copyright © 2026 Nova Pets - All Rights Reserved.
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