Terms of service
Last updated: 18 October 2026
1. About these Terms
These Terms of Service ("Terms") apply to your use of the website at gentlepet.co and to any purchase you make from us. The website is operated by Gentle Labs Pty Ltd (ABN 45 696 019 673), trading as Gentle Pet ("Gentle Pet", "we", "us" or "our").
By using our website or placing an order, you agree to these Terms. They should be read together with our Privacy Policy, Refund Policy, Shipping Policy and Cancellations Policy, which form part of these Terms.
2. Your rights under the Australian Consumer Law
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. If any part of these Terms appears to do so, it does not apply to the extent of that inconsistency.
3. Using our website
To place an order, you must be at least 18 years old, or be using the website with the involvement of a parent or guardian. You agree to provide information that is accurate, current and complete, and to keep any account details secure. You are responsible for activity on your account.
You must not use our website:
- for any unlawful, fraudulent or harmful purpose;
- to interfere with the website's operation or security, or to introduce viruses or other harmful code;
- to collect other people's personal information;
- to scrape, copy or extract content or data using automated tools without our written permission; or
- to post content that is false, misleading, defamatory, offensive or that infringes another person's rights.
4. Our products
We take care to describe our products accurately. Colours and packaging may appear slightly different depending on your screen, and we may update packaging or product details from time to time.
Our wipes are for external use on dogs only. Please follow the directions on the pouch, avoid direct contact with the eyes, and stop using them if irritation occurs. If your dog has a skin condition or you have any concerns about their health, please consult your veterinarian. Information on our website is general in nature and is not a substitute for veterinary advice.
5. Prices and payment
All prices are in Australian dollars and include GST where applicable. Shipping costs are shown at checkout before you complete your order.
We may change our prices at any time, but changes will not affect orders we have already accepted. If a product is listed at an incorrect price due to an obvious error, we may cancel the order and refund any amount you have paid in full.
Payments are processed securely by our third-party payment providers. We do not store your full card details.
6. Orders
When you place an order, you are making an offer to buy the products in your cart. We will send you an order confirmation email, and a contract is formed when we accept your order.
We may decline or cancel an order, for example if a product is unavailable, the price was listed in error, we suspect fraud, or the order appears to be for resale. If we cancel an order, we will let you know and refund any amount you have paid in full.
Our products are sold for personal and household use. Please do not purchase our products for commercial resale without our written agreement.
7. Subscriptions
If you choose a subscription, you authorise us to charge your nominated payment method for each delivery at the frequency you select, until you cancel. You can skip, pause, change or cancel your subscription at any time before your next billing date. If we change the price of your subscription, we will notify you before the new price takes effect. Full details are set out in our Cancellations Policy.
8. Promotions and discount codes
Discount codes and promotions are subject to any conditions stated at the time of the offer. Unless stated otherwise, only one discount code can be used per order, codes cannot be exchanged for cash, and we may end a promotion at any time. If the conditions of a specific promotion differ from these Terms, the promotion's conditions apply to that promotion.
9. Shipping and delivery
We currently deliver within Australia only. Delivery times are estimates and may vary. We are not responsible for delays caused by events outside our reasonable control, such as severe weather or courier disruptions.
Title to and risk in the products pass to you on delivery. If your parcel is lost or damaged in transit, we will arrange a replacement or refund. Full details are set out in our Shipping Policy.
10. Returns and refunds
Returns and refunds are handled in accordance with our Refund Policy, which includes our 30-day money-back guarantee on your first order. Your rights under the Australian Consumer Law apply in addition to that policy.
11. Reviews and feedback
If you submit a review, comment, photo, suggestion or other content ("Feedback"), you grant us a non-exclusive, royalty-free, perpetual licence to use, reproduce and publish it, including in our marketing. You confirm that your Feedback is your own honest opinion, that you have the right to share it, and that you have disclosed any incentive you received for providing it.
We may remove Feedback that is unlawful, offensive, misleading or unrelated to our products. We do not remove or edit reviews simply because they are negative.
12. Intellectual property
All content on our website, including our name, logos, text, images, graphics and designs, is owned by or licensed to Gentle Pet and is protected by Australian and international intellectual property laws. You may view and print content for your personal, non-commercial use only. You must not otherwise copy, reproduce, modify, distribute or use our content or trade marks without our prior written permission.
13. Third-party services and links
Our website may include tools, content or links provided by third parties. We do not control and are not responsible for third-party websites or services, and your use of them is subject to their own terms and policies.
14. Our relationship with Shopify
Our store is powered by Shopify, which enables us to provide our website and services to you. Any sale or purchase you make in our store is made directly with Gentle Pet. By using our website, you acknowledge and agree that Shopify is not responsible for any aspect of any sale between you and Gentle Pet, including any injury, damage or loss resulting from products or services purchased, and you release Shopify and its affiliates from all claims, damages and liabilities arising from or related to your purchases and transactions with Gentle Pet.
15. Privacy
We collect and handle your personal information in accordance with our Privacy Policy. Because our store is hosted by Shopify, some of your information is also processed by Shopify and its service providers, as described in that policy.
16. Limitation of liability
Subject to section 2 and to the extent permitted by law, we are not liable for any indirect or consequential loss, or for any loss of profit, revenue or data, arising from your use of our website or products.
To the extent permitted by law, our website is provided on an "as available" basis, and we do not guarantee that it will always be uninterrupted or error-free. Nothing in this section limits our liability for death or personal injury caused by our negligence, or any liability that cannot be limited under the Australian Consumer Law.
17. Suspending or ending access
We may suspend or restrict your access to our website or your account if you breach these Terms or use the website unlawfully. This does not affect any order already accepted, or your rights under the Australian Consumer Law.
18. Changes to these Terms
We may update these Terms from time to time. The updated Terms will apply from the date they are published on this page and will not affect orders placed before that date. We will give you reasonable notice of any change that materially affects an active subscription.
19. Governing law
These Terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts that may hear appeals from them.
20. General
If any part of these Terms is found to be invalid or unenforceable, it will be read down or severed to the minimum extent necessary, and the rest of these Terms will continue to apply. If we do not enforce any right under these Terms, that is not a waiver of that right. You may not transfer your rights under these Terms without our written consent.
21. Contact us
If you have any questions about these Terms, please contact us through the form on our Customer Support page.
Gentle Labs Pty Ltd trading as Gentle Pet
ABN 45 696 019 673
1/457-459 Elizabeth Street, Surry Hills NSW 2010, Australia